"Extending IT service management capabilities further than know-how services to handle enterprise-centric use instances; running service demand from customers and provide via a common System, portal, and service catalog; and dashing up innovation and workflow automation by PaaS/small-code development tooling." - Charles Betz, Forrester ITIL 4 introduces seven guiding ideas https://judahgiezs.pages10.com/details-fiction-and-enterprise-service-management-esm-68730548