ServiceNow bets on citizen developers in latest enterprise push

COVID’s erosion of informal mechanisms in the workplace has been a boon for enterprise service management (ESM) vendors. For example, if you worked on a large corporate campus pre-pandemic and had an HR question, you could literally wander the halls to find your answer.

“That world is gone,” said Charles Betz, principal analyst covering infrastructure and operations at Forrester. “That’s why enterprise service management vendors have done very well.”

ESM vendors all saw revenue increase last year, according to Betz, as enterprises recognized the need to publish services in service catalogs where employees working from home could find them.

To read this article in full, please click here