Service management practices once limited to IT are increasingly being applied to other functions across organizations, whether that’s HR, facilities management, customer service, or even finance and legal. But many organizations don’t immediately recognize that enterprise services management requires more than applying technology to new processes.

IT leaders are in a great position to help other departments understand that a successful ESM effort requires real organizational and cultural change. They can help leaders from HR, Facilities, Finance, and other units to think in terms of discovering how their teams do things now so they can understand how a unified, service-based approach will work for them, and for the entire organization.

In this webinar, we will explore:

• Why IT is positioned to champion ESM and its benefits
• How to understand – and explain – the benefits of ESM for other departments
• The benefits - and challenges – of making IT part of every business unit
• How adopting ESM will change how IT works

Speakers

Phyllis Drucker
Award-winning Service Management Consultant, Author and Trainer

Chad Haftorson
Senior Director of Product Management
Freshworks

Tim McElgunn
Principal Analyst
ICMI & HDI