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

with Phyllis Drucker
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.

About Our Speaker(s)

Senior Consultant
Phyllis Drucker is an ITIL® certified consultant and information leader at Linium. Phyllis has more than 20 years of experience in the disciplines and frameworks of IT service management, as both a practitioner and consultant. She has served the itSMF USA and HDI since 1997 in a variety of capacities including volunteer, speaker, board member, and operations director. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics through presentations, whitepapers, and articles and now her book on the service request catalog, Online Service Management: Creating a Successful Service Request Catalogue (International Best Practice). Follow Phyllis on Twitter @msitsm.