Breaking Boundaries – The Power of Enterprise Service Management: Research Report 2018

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    The overall impact of digitization is leading to a tectonic shift in the Business Services space, broadly classifiable under four components: the Rise of Capability, Tech Integration, Continuous Transformation, and Design Thinking.

    Enterprise Service Management incorporates the importance of growing unique and specialist capabilities, integration of technology into the processes, going digital, and increasing the potential of design thinking…. In other words, whatever functions we do, the focus needs to be enterprise wide. The significance of process value chain is in its end-to-end traceability from actions to overall organizational, customer and financial impact…. In the future, demand for capabilities would dominate the services scape completely with a rapid increase in super specialization and partnerships across various domains.