Following the Leaders: A Panel Discussion on Making Enterprise Service Management Work

with Andrew Graf , Nick Farthing , Saby Waraich , Roy Atkinson
Tuesday, Apr 13, 2021

 

According to recent insights from Omdia, there is “serious strategic intent from organizations to invest in … enterprise service management (ESM), demonstrating that the practice is no longer just an aspiration for many organizations and is becoming a reality.” As ESM becomes a strategic reality for more organizations, they look to those who’ve already achieved success for guidance and inspiration. So, what does successful ESM look like?

  • Operations and processes have been tailored to each group
  • All teams are empowered to manage their own apps, without IT
  • Leadership has defined goals and a clear vision for the outcome of ESM
  • The organization has invested in solutions that enable ESM and removed barriers to entry (chargebacks, for example)
  • Change has been carefully managed, at every level of the organization
  • And so much more...

In this webinar, you’ll hear from industry experts Roy Atkinson, Saby Waraich, Nick Farthing, and Andrew Graf, who will share their ESM journeys: what sparked them, how they got started, where they are now, and what they envision for the future. You’ll also have the opportunity to ask questions of the panel, to help shape your own ESM journey.


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About Our Speaker(s)

Andrew Graf
Chief Product Officer
Andrew is the Chief Product Strategist for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing IT leaders– as the need for increased IT Maturity rises, he is able to help map out a way forward.
Nick Farthing
Director Of Project Services
Nick is an ITSM and Project Management advocate with experience across many different industries including Engineering, Retail, and Higher Education.
Saby Waraich
CIO and Dean of Technology
An international recognized speaker, trainer and coach, Saby has led multiple diverse clients in their business transformation through project successes, bolstering communications across various departments, and assisted customers in creating effective solutions to complex problems. Saby is currently working as CIO at Clackamas Community College. He speaks four languages, enjoys working with people and brings enthusiasm, inspiration & leadership qualities.
roy@cliftonbutterfield.com
CEO
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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