Pre-10: Enterprise Service Management: The Vital ThirdPart of Digital Transformation (3-day Pass)

Monday, October 15 at 9:00 AM

View Schedule

While enterprise service management—the use of ITSM principles, best practice, and technology outside of IT—has been around for well over a decade, its time is very much now.
Why? Because digital transformation isn't only the introduction of new technology- and data-driven products and services and the use of technology to improve customer engagement. It's also the transformation of back-office operations to support better business outcomes. It's a need that's well suited to enterprise service management and the capabilities of modern ITSM, in particular ITSM technology.

Please join Stephen Mann of for a day of enterprise service management learning and discussion that includes:
• The current state of enterprise service management, from uptake to barriers to success tips
• The future of enterprise service management technology
• The key requirements to seek in ITSM tools for enterprise service management (and why)
• A series of interactive customer case studies that focus on different enterprise service management use-case scenarios with a focus on how the technology helped
• An interactive workshop that looks to attendee issues (whether ITSM or enterprise service management), ambitions, and tool selection
• An interactive panel of experienced enterprise service management experts that will answer attendee questions related to people, process, and technology

Stephen Mann

Principal and Content Director

Stephen Mann is principal and content director at the ITSM-focused industry analyst firm He is also an independent IT and IT service management marketing content creator and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, and IT asset management.