"Extending IT service management capabilities outside of technological know-how services to deal with business-centric use scenarios; managing service demand from customers and supply through a popular System, portal, and service catalog; and speeding up innovation and workflow automation via PaaS/minimal-code progress tooling." - Charles Betz, Forrester As an example, in https://andredifat.blogsmine.com/33828805/esm-no-further-a-mystery