Building Business Resilience with Enterprise Service Management (ESM)

Presented by

Charles Betz, Forrester; Conan de Faoite, FireEye; Charl Joubert, University of Pretoria; Vesna Soraic, Micro Focus

About this talk

An increasingly volatile environment is challenging service support organizations worldwide. Trends to remote work combined with high expectations for responsiveness make delivering services more difficult than ever. Employees need not only IT services, but also seamless access to business services such as HR and supply chain. Furthermore, as organizations become increasingly digitally dependent, the resilience of their systems becomes ever more important. The modern organization must be able to rapidly identify issues and dispatch the right teams to fix them, in environments of growing complexity. Come to this webinar and learn: • How ESM is centrally positioned to support the knowledge worker • The impact of COVID-19 on the service desk • How digital organizations are adapting to the new normal, and keeping their systems available
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