"Extending IT service management capabilities past engineering services to handle small business-centric use instances; running service demand and supply via a frequent System, portal, and service catalog; and speeding up innovation and workflow automation by means of PaaS/small-code progress tooling." - Charles Betz, Forrester Service Strategy: This phase focuses on https://help-organizations-delive17147.digiblogbox.com/58148589/detailed-notes-on-esm