"Extending IT service management abilities outside of technological know-how services to address business enterprise-centric use situations; running service demand and supply by way of a frequent platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/minimal-code improvement tooling." - Charles Betz, Forrester One example is, in https://lorenzobcxrm.laowaiblog.com/32393939/the-best-side-of-enterprise-service-management-esm