With the evolution of ITSM into ESM—enterprise service management—coupled with the increased adoption of cloud-based service management solutions, technical support leaders are planning ahead, doing their research, and gathering the facts they need to build a business case for their next toolset. In this webinar, Roy Atkinson, HDI's senior writer/analyst, will explore the latest trends and developments in ESM and discuss topics to consider when moving from ITSM to ESM.