Enterprise Service Management
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Description
#LaGuíaESM: A Reference Guide for the Implementation of Enterprise Service Management is the first independent work in Spanish that proposes a logical, structured, and adaptable model to implement Enterprise Service Management (ESM) in organizations of any sector and size. Published in Madrid in 2023 and officially registered with the Ministry of Culture of Spain, this guide represents a milestone for the Spanish-speaking world by offering a methodological alternative not tied to vendors or commercial interests.
The book is aimed at IT professionals, digital transformation leaders, consultants, process owners and continuous improvement managers, as well as multidisciplinary teams that manage business services beyond the technological sphere. Its cross-cutting approach makes it possible to apply the principles of ESM in areas such as Human Resources, Finance, Legal, Customer Service, among others, promoting an integrated vision of services and their alignment with the organization’s strategic objectives.
The author, with more than two decades of experience in service management, IT governance, and organizational improvement, has led over 70 strategic projects in Spain and Latin America and has trained more than 7,500 professionals in frameworks such as ITIL, COBIT, ISO/IEC 20000, and LEAN IT. His career has earned him collaborations as an expert with international entities such as AXELOS and the Global Trust Association. From a practical and transformative perspective, #LaGuíaESM provides tools, principles, and recommendations that enable the evolution of business service logic toward more efficient, collaborative, and value-driven models. It is a work designed for those who seek to professionalize service management, foster continuous improvement, and generate real impact in their organizations.
Juan Manuel Espinoza, author of #LaGuíaESM published in Madrid in 2023, has marked a milestone in the Spanish-speaking world by presenting the first independent Spanish-language guide for the implementation of Enterprise Service Management (ESM), offering a logical and structured model applicable to organizations of any sector and size.
With more than 20 years of experience, he has led transformations in IT Governance, Service Management, Business Processes, Project Management, and Continuous Improvement across sectors such as banking, transportation, telecommunications, mining, and BPO services, both in Spain and Latin America. Over the last decade, he has participated in more than 70 strategic projects and has trained over 7,500 professionals, including hundreds of ITIL-certified experts.
Internationally recognized, he collaborates as an expert with AXELOS and serves as a strategic advisor to the Global Trust Association. He holds certifications in frameworks such as ITIL Expert, ITIL4 Managing Professional, ISO/IEC 20000, COBIT, and LEAN IT Kaizen.
As an entrepreneur, he founded PMC, a leading consulting and certified training firm in Business and IT Governance and Management. Under his leadership, PMC has delivered more than 100,000 hours of consulting and trained over 15,000 professionals.
His transformative approach seeks to align business services with strategic objectives, standing out for his integrity, consistency, and professional rigor. Today, he is a benchmark in Enterprise & IT Service Management in Spanish, actively participating in international forums on innovation and best practices.