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Online Masterclass – Enterprise Service Management
This masterclass is now full, new date added 9-10 September 2025 – Online Masterclass – Enterprise Service Management – itSMF UK
Enterprise Service Management (ESM) is an organisational capability that extends IT Service Management (ITSM) principles across the entire enterprise. It focuses on delivering business value through shared processes, appropriate technologies, increased collaboration, and better communication. ESM is an holistic approach that leverages the capabilities of the entire organisation, making it a “team sport.”
Target Audience
This event is aimed at the intermediate level. Facilitated by Doug Tedder, a recognised industry thought leader whose passion is helping good IT organisations become great, this interactive masterclass will provide actionable and practical guidance for establishing good ESM within an organisation.
What will it involve?
During this event, we will cover:
What is ESM?
- Many definitions, most around extending ITSM to enterprise
- Organisational capability for holistically delivering business value and outcomes based upon shared processes, appropriate technologies, increased collaboration, and better communications across an organisation
- ESM leverages the capabilities of an entire organisation, not just one department
- ESM is a “team sport”
Why should organisations consider ESM?
- Digital business enabler
- Improved collaboration, effectiveness, and efficiency
- Better transparency
What are some common misconceptions about (true) ESM?
- It’s not just modules in a tool
- It’s not just a centralised service desk
- It’s not extending ITSM across the enterprise
Common challenges of ESM adoption
- Overcoming bad ITSM
- Getting management commitment, not just “buy in”
Doing ESM right
- IT shouldn’t lead
- Think business outcomes/value first
- Start with well-defined and understood value streams
- Define digital strategy
- Start small, gain experience, wins
- Journey mapping can be very insightful
- Benefits (and pitfalls) of AI in ESM
Exercises
- Are you ready
- What external influences
- Why do this?
- What is the customer experience?
Key benefits of attending
Benefits include:
- Identify ways to measure the benefits and impact of ESM
- Learn how to gain commitment, not just buy-in, to the initiative
- How to enable success with ESM
Delivery Platform
This online Masterclass will be delivered over two days, during the hours of 13:00 – 17:00 each day, using the Zoom platform.
PeopleCert ITIL CPD Points
itSMF UK members will automatically earn 7 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.
How much does it cost?
Places are available to itSMF UK members for £295.00 + VAT.
Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership. To find out about other membership levels, benefits and costs please click here.
Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
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