Session 103: Enterprise Service Management : 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.

Valence Howden

Principal Research Director
Infotech Research Group

Valence Howden is a principal research director in the CIO Practice at Info-Tech Research Group. He has extensive experience helping organizations drive success by optimizing how they govern themselves, how they design and execute strategies, and how they drive service excellence. With 30 years of experience in the public and private sector, Valence has developed experience in many information management and technology domains, with a particular focus in the areas of service management, enterprise and IT governance, strategy development and execution, risk management, metrics and process design, and implementation and improvement. Prior to joining Info-Tech, he served in technical and client-facing roles at Bell Canada and CGI Group Inc., as well as managing the design, integration, and implementation of services and processes in the Ontario Public Sector.