Session 201: Enterprise Service Management: The State Of The Industry


Tuesday, October 16 at 11:15 AM

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Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service portal beyond the IT organization, as well as speeding up platform-as-a-service (PaaS) workflow development, vendors and infrastructure and operations (I&O) professionals are unlocking new value. Forrester Research completed the first comprehensive survey of this evolving market this summer, covering 13 major vendors. Charles will present these findings here.

Charles Betz

Principal Analyst
Forrester

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.