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Enterprise Service Management with ITIL 4: Extending Service Excellence Beyond IT – A Practical Workbook for Implementing ESM Across All Departments

ITIL 4 is no longer just an IT framework—it's the universal language of enterprise-wide service excellence. As organizations shift toward digital operations, hybrid work models, and cross-functional value streams, the need for a unified service management approach has never been greater. This book delivers the complete roadmap.

Enterprise Service Management with ITIL 4 is the definitive, hands-on workbook for transforming HR, Finance, Legal, Facilities, Operations, and IT into a connected service ecosystem. Whether your goal is to modernize internal services, eliminate departmental silos, or build a culture of collaboration and continuous improvement, this guide provides the practical tools, templates, exercises, and real-world case studies to make it happen.

You’ll learn how to:

• Translate ITIL 4 practices into business-friendly language for any department
• Build value streams that cross multiple teams
• Design enterprise-wide workflows, SLAs, and service catalogs
• Select and implement ESM platforms like ServiceNow, Jira Service Management, or Freshservice
• Integrate systems such as HRIS, ERP, and document management tools
• Use automation, AI, and analytics to transform service delivery
• Establish governance, maturity models, and continual improvement cycles
• Adapt ESM for remote and hybrid workforces
• Drive organizational adoption and secure executive support

Packed with templates, worksheets, KPIs, dashboards, governance tools, maturity models, integration patterns, ROI calculators, and departmental playbooks, this is the most comprehensive practical guide available for implementing ESM in the real world.

Whether you're a CIO leading transformation, an HR or Finance leader seeking clarity, an ITSM professional expanding your impact, or a consultant guiding enterprise modernization… this book gives you everything you need to bring ITIL 4 to the entire organization.

Take your company beyond IT. Build a culture of end-to-end service excellence. Create an enterprise that runs as one.

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