Enterprise Service Management (ESM) is far from new, but the need for its implementation in organizations now is greater than ever.
The evolution of technology and escalation of business and customer expectations of a service dictate an expansion of service management models, practices and tools from mainstay in IT to “non-IT” service domains (like Human Resources, Facilities Management, Procurement or Legal).
Speaking at the annual ITSMF 16 conference and exhibition in London’s Sofitel Hotel, new Axios CTO Chris Rydingswill explore this aspect of the ITSM industry in his presentation:“Leveraging the power of service management beyond IT and into the enterprise”, onTuesday 22nd November 2016, from 10:30-11:15 in Track 4.
A highly competent ITSM professional and certified ITIL® Expert V3. Chris will provide real-world example and pragmatic use cases to clarify what ESM is and how it can benefit your organization.
Axios research denotes that the main challenge for 71% of CIOs for the last 12 months was supporting new business needs. Examination of this revealed that almost half of CIOs allocated less than 10% of their budget to innovation.
The CIO has a difficult balancing act: it needs to ensure core IT systems which enable the business to function are stable while increasing the alignment of IT with the rest of the business areas. After all, business users are consumers of a myriad of services, not just IT.
What are the key drivers for ESM?
One of the key strategic drivers for organizations implementing ESM is becoming a Service Broker. The nature of service broker enables IT to become an intermediary between the business and the end user or customer. It is a practice that demands a high level of IT maturity, but it is not the only driver to developing ESM.
Indeed, you don’t need to have a high IT maturity level to adopt ESM. Despite increasing pressures to deliver more for less, businesses can operate budget-driven ESM through the implementation of easy-to-use self-service solutions. The adoption of automated processes reduces the cost of staff and simultaneously increase efficiency.
How do you implement ESM?
One of the most important aspects of Chris’ presentation at the conference will centre on the implementation of ESM in your organization. He will outline the various steps you need to take to ensure ESM is defined, adopted, communicated and delivered in the most effective way.