Session 106: State of the ESM market, 2019

Tuesday, November 12 at 10:00 AM

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Last year, Forrester Research expanded its IT Service Management coverage to Enterprise Service Management. This session will debut the 2019 Forrester Wave and associated insights developed over the past year of talking to customers and vendors. New topics of interest:

- The increasing role of AI and chatbots on the service desk
- When ESM may *not* make sense for your organization
- The importance of engaging enterprise architecture in any ESM initiative
- Governing and enabling ESM portfolios

Attendees will receive a state of the art, deeply researched market overview as well as practical guidance on implementation from a leading analyst.

Charles Betz


Charles Betz is a principal analyst serving Infrastructure & Operations Professionals; he covers enterprise service management and digital operational excellence. This includes topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, knowledge management, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.%MCEPASTEBIN%