Session 602: Practical and Political Challenges to Enterprise Service Management

Wednesday, November 13 at 3:15 PM

Setting aside all the buzz about enterprise service management (ESM), what does it actually mean? The central vision of service management is a service-oriented, customer-focused way of working, adopted to ensure that what we do and how we do it is driven by producing the right outcomes for our customers and ourselves. IT organizations pursuing this vision have enough challenges. How can the vision be adopted by other parts of the organization, and not be seen as something that belongs to the techies? In this session, we'll discuss different journeys and factors associated with enterprise service management, including the role of business leadership, frameworks and methodologies, tool adoption, and organizational change. Lou Hunnebeck will also share the five critical requirements for success and some key ideas for achieving them.