Ushering Your ESM Journey Towards a Connected Service Experience

Presented by

Eveline Oehrlich, VP & Research Director, Research In Action & Vesna Soraic, Product Marketing, ESM, Micro Focus

About this talk

According to Gartner Research, CIOs, IT leaders and the entire IT team must be focused on a Human-Centric Design for the Workplace. Research In Action calls this delivering a Connected Service Experience (CSX), and it relates closely to your efforts in IT Service Management (ITSM) and Enterprise Service Management (ESM). Join us for a one-hour session with Eveline Oehrlich, VP and Research Director at Research In Action, to learn how to implement a Connected Service Experience. A Connected Service Experience is the experience an employee, customer, partner, or other constituency has during a specific engagement with an organization or institution. It is typically shaped and dependent on the speed, quality, and efficiency of integrations across tasks, processes, and decisions demanded and provided. With experience becoming king in the digital age, it is more important now than ever that businesses create Connected Service Experiences for their employees, customers, and partners. In the last third of the session, Vesna Soraic, Head of Product Marketing for Service and Cloud Management at Micro Focus, will discuss how Micro Focus solutions support the Connected Service Experience. You will gain insights into: • How enterprise, employee, customer and connected service management and experiences are defined. • The global maturity states of CSX, ESM, ITSM, and market trends. • Top ESM investment areas prioritized with an eye towards the CSX. • How ESM can enable your organization to deliver a CSX. • How Micro Focus SMAX supports the CSX.
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