Getting to “ESM” from “ITSM” Without Removing “IT”

Presented by

George Spalding, PinkElephant and Allen Houpt, CA Technologies

About this talk

Most traditional uses of IT Service Management (ITSM) technologies have focused on providing an IT service desk to manage and resolve IT issues and service requests. But over the past decade organizations are getting more value out of their existing ITSM solutions by using them in non-IT applications. They are used to support requests and issues for Human Resources, Facilities, Audio Visual and many other internal departments. Externally they are used as customer-facing applications in retail, lodging, human service and almost any other industry. In this session, George Spalding, Executive VP at Pink Elephant, presents some of the numbers behind this trend, examples of creative non-IT uses of ITSM, the value organizations are receiving from this and where it all may be headed. Learn how your organization can maybe get greater value for your ITSM tool!

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The consumerization of IT, BYOD and changing service delivery models are driving organizations to transform their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives. Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency. Some sessions will be approved for Personal Development Credits.