"Extending IT service management capabilities beyond technological innovation services to handle business enterprise-centric use scenarios; controlling service need and provide by way of a prevalent System, portal, and service catalog; and dashing up innovation and workflow automation by means of PaaS/reduced-code improvement tooling." - Charles Betz, Forrester The 2nd phase https://rafaelopkfz.laowaiblog.com/32391813/help-organizations-deliver-employee-services-for-dummies