Practical Roadmap: From ITSM to Enterprise-wide Service Management
Use the Settings option to turn on subtitles.
In this session, we provide a comprehensive and actionable roadmap for IT professionals looking to transition from traditional IT Service Management (ITSM) to a broader Enterprise Service Management (ESM) framework. Drawing upon practical insights and real-world experiences, this session is designed to equip attendees with the knowledge and tools needed to successfully navigate this transformational journey. We'll begin by examining the core benefits of ESM, highlighting how we have extended beyond IT to different facets of our organization, including Student Records, Student Services, Web and Digital Strategy, and more. From there, we'll delve into the practical steps and strategies for implementing different ticketing and client portals for these areas. Throughout the session, we'll provide practical guidance on how to align these processes with organizational goals, leverage technology effectively, and address the cultural and organizational shifts required for successful ESM implementation. By the end of the session, participants will leave with a clear understanding of the practical steps they can take to move from ITSM to ESM and drive greater agility, efficiency, and service excellence across their organizations.
Speakers
Mandy Tomlinson
Service Management Analyst
Grand Rapids Community College (GRCC)
Sam Kirby
Technical Services Consultant
TeamDynamix