An initiative with the endorsement and outreach of:
- Thanks to the collaboration and support of the Global Trust Association (GTA), once you have registered you will receive a download link in your e-mail to obtain the guide in personalized digital format. This process can take up to 60 minutes.
- The download link will be enabled for 48 hours only, after which time it will be deactivated. We recommend downloading the guide immediately.
- GTA provides the platform for digital distribution of the Guide only, and has no further involvement with the authorship of the Guide.
🌎 What if #ESM were not just an evolution of #ITSM, but a new way of understanding how we manage organizations? #TheESMGuide proposes taking this transformation beyond processes and tools, connecting teams, people, and purpose to turn services into a true driver of cultural change. 🚀 #ServiceTransformation #BeyondITSM
🚀 Sharing experiences and insights on the evolution of services alongside great professionals at the PMI Galicia Spain Chapter conference. A space to learn, connect, and continue promoting new ways of understanding organizational transformation through #TheESMGuide. Thank you for your trust and for making it possible! ✌🏻😊
🎯 Sharing with the Entelgy Peru team the #TheESMGuide approach to implementing Enterprise Service Management, promoting learning and service transformation. 🚀 Thank you for your trust and for continuing to embrace a #BeyondITSM vision. #ServiceTransformation #YesWeCan ✌🏻😊
⛏️ Digital transformation also means evolving the management of #OTServices. The #TheESMGuide approach helps connect strategy, services, and the organization to drive a more strategic vision, especially in sectors such as mining and energy. 🚀 One more step toward #DigitalMining and #BeyondITSM service management. ✌🏻😊
🚀 Sharing initiatives around Service Transformation and how the #TheESMGuide approach helps drive real evolution by connecting services, people, and the organization. Thank you to Axians Spain for your trust and for continuing to embrace a #BeyondITSM vision. ✌🏻😊
🤝 A space to share, learn, and continue improving our services. The Axians Spain Community of Practice promotes the exchange of experiences and the identification of improvement opportunities, moving toward a #BeyondITSM vision with #TheESMGuide. 🚀✌🏻
🤝 The evolution of services is built by sharing, learning, and improving together. Another session of the Axians Spain Community of Practice, a space to exchange experiences, identify improvement opportunities, and continue promoting a #BeyondITSM vision through #TheESMGuide. 🚀
🌐 #ESM is already part of the industry’s present, and #TheESMGuide helps you begin your organization’s journey toward evolution with a logical and integrated approach, applicable to any company and industry. 🚀 The first vendor-independent publication on #ESM implementation, available in Spanish, English, and Portuguese, and already downloaded by more than 14,000 professionals across more than 20 countries. #BeyondITSM #ARTEMethod
🌐 Take your organization beyond #ITSM with #TheESMGuide, the world’s first #ESM implementation framework. 🚀 Downloaded by more than 25,000 professionals across more than 20 countries. #BeyondITSM #ARTEMethod
👉🏻 Delighted to attend the launch of the #SIAM Body-of-Knowledge 2025 and to share the impact of #LaGuíaESM within the #ESM landscape—an inspiring experience that sparks new ideas ahead. ✨ #ServiceTransformation #ESM #LaGuiaESM
🌎 Beyond #ITSM: #ESM as a transversal logic of transformation. Discover how #TheESMGuide drives service management across all areas and how it inspired the A.R.T.E. methodology. ✨
🌎 #TheESMGuide keeps growing: it is now part of the IE Business School editorial catalog, within its selection of outstanding #alumni works. A recognition that reinforces its contribution of excellence and vision to Enterprise Service Management (ESM). ✨
Talking about #TheESMGuide during the webinar organized for #LatinAmerica by my friends at Entelgy. I hope you enjoyed it as much as I did—thank you, as always, for your trust! ✌🏻☺️
Representing Axians Spain, we’re in London to attend the SITS – Service Desk & IT Support Show. I’m joined by #TheESMGuide, as it couldn’t be any other way… ✌🏻☺️ #ServiceTransformation
In the midst of everything I’m going through, I’m reminded that “we are dwarfs standing on the shoulders of giants.” We must never stop learning, because life will never stop testing us… ✌🏻☺️ #TheESMGuide #DigitalTransformation
In Monterrey, wrapping up an intense day dedicated to transforming global services. Thanks to everyone for the usual warmth. We’re back already! ✌🏻☺️ #TheESMGuide #SiSePuede
It’s always a pleasure when your colleagues and former students remember you. I had the opportunity to catch up with Darwin during his visit to #Madrid as the new Head of Cyber Operations at Telefónica Tech in Peru. It’s your time, teammate — don’t forget it! ✌🏻☺️#TheESMGuide #SiSePuede
With my friends at Entelgy Perú, who are adopting the approach I propose in #TheESMGuide around the services they offer to the market. Many thanks for supporting the dissemination of this great initiative, for your trust, and for everything that lies ahead...
With #TheESMGuide, bringing an innovative approach to organizations and demonstrating that, more often than not, the solution is closer than it seems.
In Monterrey, sharing the logical model of #TheESMGuide with the team at Proactivanet and enjoying special moments with great friends. Thank you for your trust and the exchange of ideas.
At the offices of Axians Spain, with printed copies of #TheESMGuide. #TheESMGuide is the first publication not tied to a specific vendor, offering a logical model for implementing "𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 (𝗘𝗦𝗠)" in any type of company and industry.
The last #SmartTalk of 2024, organized by my friends at Aranda Software. It’s always a pleasure to collaborate and spread the message of "𝗘𝗻𝘁𝗲𝗿𝗽𝗿𝗶𝘀𝗲 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁" through #TheESMGuide to more and more professionals around the world.
With my friends at Interact Solutions, discussing how #TheESMGuide can help organizations achieve true transformation toward an enterprise service architecture from a simple and achievable approach.
With the great Gart Capote, one of the top leaders in the #BPM world, sharing the model of #TheESMGuide and his approach to the #CustomerJourney. A fantastic event organized by my friends at Interact Solutions.
Last week, I had the opportunity to share #TheESMGuide with my friends at SEIDOR Peru, where we are implementing #ISO20000 and #ISO27001 for three companies within the group. An organization that is strongly committed to the quality of its services.
At Entelgy Peru, discussing #TheESMGuide, the world of Enterprise Service Management (#ESM), and all the opportunities opening up for organizations seeking a practical model for #Governance and #Management.
With my friends Roger and Ricardo, recording the #Security360 podcast. They invited me to talk about "Enterprise Service Management (#ESM)" and the approach I propose in #TheESMGuide.
At the Universidad Peruana de Ciencias Aplicadas with Business Management Engineering students, discussing business, companies, markets, and #TheESMGuide. I hope I contributed to the next generation.
A day with outstanding and experienced professionals, sharing the approach of #TheESMGuide and how #ISO standards can support the model I propose.
With my friends from BVS Peru, sharing insights about #TheESMGuide with some of their top clients and seeing firsthand the 4 #ISO certifications they obtained earlier this year.
Presentation on the implications of IAM (Identity and Access Management) with Enterprise Service Management (ESM), and how to use #TheESMGuide.
In the webinar organized by Aranda Software, with the presentation "Beyond ITSM and Best Practices: Enterprise Service Management (ESM)", using #TheESMGuide.
With the team from Global Advisory Solutions (GLOADSO) in #Panama, following the presentation: "Enterprise Service Management (ESM), Beyond ITSM". A very enjoyable experience around #TheESMGuide.
Heading to #Panama with #TheESMGuide. A logical model for implementing "Enterprise Service Management (ESM)", applicable and useful in any type of organization and sector.
Event organized by Efecte Spain, where #TheESMGuide was presented to executives from various universities in Spain.
Presentation on how to apply the #TheESMGuide approach for service evolution in universities.
During the last week of January 2024, the first printed edition of #TheESMGuide arrived at the IZERTIS offices in Madrid.
...at IZERTIS during the final setup for the live broadcast. Presenting #TheESMGuide
Together with my friends at Entelgy, I participated in a webinar on “Enterprise Service Management (ESM) and the Evolution of Service Centers,” from which this key insight emerges: What is the importance of #LaGuiaESM in enterprise service management, how does it differ from traditional approaches, and what motivated its development? Many thanks to the Entelgy team for their constant support, the promotion of #LaGuiaESM, and their continued trust.
Together with my friends at Entelgy, I participated in the webinar “Enterprise Service Management (ESM) and the Evolution of Service Centers,” from which this key insight emerges: why is it crucial to implement the philosophy of Enterprise Service Management (#ESM) across the entire organization and not just within the IT department? Many thanks to the entire Entelgy team for their support, the ongoing promotion of #LaGuiaESM, and their continued trust.
Together with my friends at Entelgy, I took part in the webinar “Enterprise Service Management (ESM) and the Evolution of Service Centers,” from which this valuable reflection emerged: what best practices and gradual adoption path can be recommended for organizations in Latin America considering the implementation of #ESM? Many thanks to the entire Entelgy team for their continuous support, for spreading the word about #LaGuiaESM, and for their ongoing trust.
Together with my friends at Entelgy, I participated in the webinar “Enterprise Service Management (ESM) and the Evolution of Service Centers,” from which this reflection emerges: how can we reverse a situation where a client prioritizes low cost over quality, cutting key roles and eliminating improvement processes in a service contract? Thanks to the Entelgy team for their ongoing support, their continued trust, and for driving the promotion of #LaGuiaESM.
Together with my friends at Entelgy, I participated in the webinar “Enterprise Service Management (ESM) and the Evolution of Service Centers,” sharing insights on the evolution of services, the role of #ESM, and the challenges organizations face. Many thanks to the entire Entelgy team for their continued support, ongoing promotion of #TheESMGuide, and their continued trust.
The second part of the interview held in Lima with my friends at #Seguridad360, where I shared from my experience how organizations can optimize their internal and external services, improve customer satisfaction, and generate sustainable value. Many thanks to the #Seguridad360 team for the invitation and for the opportunity to continue promoting #TheESMGuide.
Webinar organized by Aranda Software, where we explored how companies are transforming service management. We discussed how this approach has evolved, extending beyond the IT department into key areas such as marketing, human resources, finance, and other strategic areas.
Interview conducted in October 2024 in Lima (Peru) by my friends from the program #Seguridad360. I had the joy of sharing, from my experience and perspective, how organizations can optimize both their internal and external services, achieving customer satisfaction and sustainable value delivery.
Webinar organized by Interact Solutions on the practical application of #TheESMGuide for business process management. A session to implement the guide’s approach on the Interact platform.
Video recorded for IZERTIS as a brief overview explaining the approach and scope of #TheESMGuide on organizations, with the aim of adding value to business objectives.
I had the opportunity to participate in the conference organized by GLOADSO in Panama City, titled “Beyond ITSM and Best Practices,” sharing with clients and professionals from across Latin America a perspective on the evolution of service management and the role of #TheESMGuide in moving toward a broader, value-driven approach to service management.
On October 16, I had the opportunity to participate in person in Lima, Peru, at an event organized by AENOR Peru, where we discussed how #TheESMGuide relates to #ISO standards and how we can take a new approach to Enterprise Service Management. It was an excellent opportunity to share experiences, connect with professionals, and continue promoting a broader vision of service management. Many thanks to AENOR Peru for the invitation and to PMC for their support and collaboration.
The first printed edition of #LaGuiaESM will be distributed through the various addresses of IZERTIS and its major clients.
During the last week of January 2024, the first printed edition of #LaGuiaESM arrived at the IZERTIS offices in Madrid.
Official Training Program
The Official Training Program, developed by GTA, based on the content of #TheESMGuide, that prepares you to pass the official certification exam.
Professional GTA Certification
The certification “Enterprise Service Management Professional” is based on the approach and content of #TheESMGuide.
About JuanMa Espinoza
Author of #LaGuíaESM (Madrid, 2023), the first independent global guide —not tied to vendors— written in Spanish for implementing Enterprise Service Management (ESM), and registered with the Spanish Ministry of Culture (ISBN: 13-978-84-09-56737-9). This work marks a turning point in the Spanish-speaking world by offering a logical and structured model applicable to organizations of any size and sector.
Creator of the A.R.T.E. methodology (The Art of Transforming Organizations) (Madrid, 2025), the first and only methodological proposal in the world that integrates strategy, services, culture, technology, and emotional narrative into a structured and scalable model. Written in Spanish and registered with the Spanish Ministry of Culture (ISBN: 13-978-84-09-78315-1), A.R.T.E. introduces a new way of understanding organizational transformation with a human, professional, and context-aligned approach.
With 20+ years of experience, he has led transformation initiatives in IT Governance, Enterprise & IT Service Management, Business Process Management, Project Management, and Continuous Improvement. His background spans sectors such as transportation, banking, logistics, telecommunications, mining, and BPO services, across both public and private organizations in Spain and Latin America.
He has contributed as an expert in 70+ strategic projects with leading organizations in their industries and has personally trained 7,500+ professionals, including more than 300 ITIL Experts, 100 ITIL4 Managing Professionals, and over 4,000 ITIL Foundation–certified specialists.
Internationally recognized, he has collaborated for more than 10 years with AXELOS and the Global Trust Association as a Subject Matter Expert and Strategic Advisor. His certifications include ITIL Expert, ITIL4 Managing Professional, ISO/IEC 20000 Consultant Manager, COBIT Assessor, and LEAN IT Kaizen, among others.
As an entrepreneur, he is the founder of PMC, a leading Latin American consulting and certification-training firm, delivering 100,000+ consulting hours and training 15,000+ professionals.
With a transformative vision, he works to reimagine enterprise service logic and align it with each organization’s strategic goals. His integrity, high standards, and professional consistency have positioned him as a reference in Enterprise & IT Service Management in the Spanish-speaking world, actively participating as a speaker in international forums on innovation, knowledge, and best practices.
Perhaps we were ahead of our time. Back in 2014, talking about “…the need to take service management beyond the IT department.”