The Technology & IT Leaders’ Luncheon

Extending service management beyond IT

Providing service management to organisations has evolved from basic service requests to providing new and emerging enterprise-scale tools and technologies that help automate business workflows and return solid ROI. Today, IT leaders are asked to provide solutions that support digital transformation initiatives in addition to enhancing predictable service delivery throughout the business.

As the importance of seamless service delivery continues to grow, extending service management (ESM) beyond IT has become a crucial business strategy. By incorporating service management principles across all departments, organisations can ensure consistent and efficient processes that lead to improved customer satisfaction and increased revenue. This requires a shift towards a holistic approach that focuses on end-to-end service delivery, rather than siloed departmental functions. By embracing this approach, organisations can realise significant benefits in terms of cost savings, productivity, and overall business agility.

• What challenges can organisations expect when implementing an ESM strategy?
• How can companies not only successfully implement ESM but drive rapid time-to-value?
• What kind of improvements on what KPIs can be expected when successfully implementing an ESM strategy?