Session 103: Understanding and Delivering Customer Value

Tuesday, November 12 at 10:00 AM

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Enterprise service management has become a hallmark of today's bleeding-edge organizations—but how did we get here? If your organization isn't on its way, how can it get there? In this session, Tony Denford and Valence Howden will pull apart the brief history of enterprise service management, considering its value and scope, its pros and cons. They'll layout the challenges that might be leading organizations to consider ESM, and explain how and where ESM can help address those challenges. They'll share examples of how ESM has been applied in organizations alongside practical steps for establishing ESM in your organization Participants will walk away with insights and guidance for understanding their organizational challenges, identifying what customers truly value, and simply and successfully initiating their own ESM programs.

Tony Denford

Director, Research
Info-Tech Research

Tony Denford has spent his career specializing in ITSM and process improvement, with a focus on developing and maturing service and Lean management practices. During his career, he has been a writer, speaker, consultant, and educator specializing in ITIL, ITSM, Lean, and continuous improvement. Tony has more than 30 years of experience in the IT field and more than 25 years focused on consulting in IT management. Tony provides consulting to organizations of all sizes, focusing on service strategy, design, transition, operation, continual service improvement and Lean IT.