ITSM Crowd 35 – ESM Part 2

The ITSM Crowd hangouts from ITSM Zone

In episode 35 of the ITSM Crowd, we discussed the emerging topic of enterprise service management (ESM).  This was part 2 of a discussion that started earlier in 2017, and followed on from the publication of the free Enterprise Service Management Essentials paper on the Scopism website.  We were joined by four of the paper’s authors – Karen Ferris, Daniel Breston, Simon Dorst and Martijn Adams.

What is Enterprise Service Management?

One of the topics we discussed was the definition of ESM, which varies from blog to blog and paper to paper.  Put simply, our panel described how it refers to extending service management processes across business units in the organization to give everyone who interacts with them a seamless experience.  As Martijn explained, end users want one simple ‘Help’ button for when they need assistance.  Instead, what they are often presented with is five or six different buttons, some of which work via email, some via phone and so on.

Daniel talked about some of the links between ESM thinking and DevOps goals, and Karen made the important point that every new way of working has to be underpinned by effective organizational change management, or it won’t deliver results.

You can watch our latest episode below.  Check out the last few minutes for some top tips on the panel about what to consider and where to get started.

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