Why ITSM can’t be your ESM approach

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Presented by

Doug Tedder, Principal, Tedder Consulting

About this talk

Enterprise Service Management (ESM) is an organizational capability for enabling and delivering value and results, leveraging the capabilities, resources, and competencies of the enterprise. Many look at ESM as simply extending the service management practices and tools from the IT organization into the enterprise. But following such an approach will likely not achieve the full value and benefits that good ESM would provide to an organization. Join Doug Tedder for a thought-provoking – maybe even controversial? – discussion about why ITSM can’t be your ESM approach.

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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com