SM Forum: Enterprise Service Management in Practice

The idea of extending the value of established service management practices across the organisation is nothing new. For years businesses have set out to apply some consistency to IT-based service delivery in HR, finance, facilities management and other major functions. But the real benefit – and one that eludes many organisations – relies on finding a common approach to enterprise service management (ESM), with shared terminology, culture, goals and outcomes.

This SM Forum views ESM from a number of different perspectives, to help participants understand what it really means to apply service management best practice where it’s needed most. Bringing together practitioners with ESM experience in various industry sectors, it offers an excellent opportunity to review and discuss the key issues involved.

Speakers include

Evolution of ESM  Barclay Rae – Consultant, author, co-host of the Enterprise Digital Podcast

• What is Enterprise Service Management (ESM), how has it evolved, and how does it relate to other key developments like experience management and AI as well as ITIL? Barclay provides an update on the subject, and draws on a number of different views and experiences from his popular ESM podcast.

ESM at CERN Gyorgy Balazs – Head of Service Management, CERN

• Gyorgy discusses how CERN created a true Community Support Center reinforced with online tools, sharing some fascinating insights from his industry sector. He will also cover factors that helped make ESM a success such as: ESM run in collaboration with, but not only by IT; single contact principle; working bottom up with services allowing different SM maturity but insisting on mostly standard processes across them.

Service Centre transition at KCL  Ben Stokes-Reade, Head of Service Management, Kings College London

• Ben will be discussing KCL’s transition to their Service Centre based in Cornwall and how their ESM journey has evolved almost 10 years later.

Seamless employee experiences with ESM  Luke Hyde and Dennis Wahome, Freshworks

• Is your organisation ready to break free from the silos of service delivery? While ITSM has transformed how your IT team operates, other business functions like HR, finance, facilities, and legal may still be struggling with disjointed tools and inefficient processes. This fragmentation leads to a broken employee experience, higher operational costs, and a lack of collaboration across departments. Oliver and Dennis look at how ESM can extend the successful principles of ITSM to all your business units.

Round table discussion: What does ESM mean for your organisation?

PeopleCert ITIL CPD Points

itSMF UK members will automatically earn 4 ‘Professional Education’ ITIL CPD points for attending this event – more details available here.

Delivery Platform

This online event will be delivered using the Zoom platform.

How much does it cost?

Places are available to itSMF UK members and non-members for FREE.

REGISTER NOW!

This event is sponsored by