The Future of Enterprise Service Management: Adapting to the Digital Economy

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Presented by

Deepthi Nagarajan, Senior Product Marketing Manager, Freshworks and Scott Sinclair, Analyst, ESG

About this talk

Providing service management to organizations has evolved from basic service requests to providing new and emerging enterprise-scale tools and technologies that help automate business workflows and return solid ROI. Service management solutions today are asked to provide intelligent service management solutions that support digital transformation initiatives, in addition to enhancing predictable service delivery throughout the business With all that service management solutions can offer, enterprises and IT leaders can leverage Enterprise Service Management (ESM) solutions to improve business and employee satisfaction. The right ESM strategy, small and midsize organizations can build or further develop their ITSM or ESM practice to improve IT and organizational efficiency. Join host and ESG analyst Scott Sinclair with Deepthi Nagarajan from Freshworks as they discuss how IT executives can benefit from incorporating an Enterprise Service Management strategy within their organization. Join this panel as we discuss: - Common challenges to expect when implementing an ESM strategy and how leaders can effectively handle them - How to successfully implement ESM and see rapid time-to-value - What kind of improvements on what KPIs can be expected when successfully implementing and ESM strategy
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Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user by providing cloud-based tools for customer relationship management (CRM) and IT service management (ITSM)