In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise service management (ESM)? Four out of five organizations identify improving the customer experience as a major influence for adopting this approach.
Knowledge management is integral to enterprise service management. In today’s organizations, many lines of business are both creators and consumers of knowledge. Outside of IT and support, high percentages of HR, facilities, customer service, sales, marketing, and training units are all working with—and contributing to—the organization’s knowledge.
This webinar will explore:
Who should attend?
This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately,
registration is free!
HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, 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, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.