Session 602: Practical and Political Challenges to Enterprise Service Management

Wednesday, November 13 at 3:15 PM

View Schedule

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.

Lou Hunnebeck

Prinicipal Advisor
DXC Technology

An ITIL Expert with more than 30 years of experience in service industries, Lou Hunnebeck is a principal advisor at DXC Fruition. Her passion for improving how we do what we do has led her to ITSM from a background of process, training and systems consulting. Devoted to advancing the art and practice of ITSM, Lou served as the author of the ITIL 2011 Service Design publication, and as a member of the Architect Team and as an author for the ITIL Practitioner Guidance publication. She is currently on the Senior Examination Panel for ITIL, serves on the Lead Architect Team for the current ITIL4 update, and speaks regularly at industry meetings to spread the message of ITSM.