Knowledge Management, Enterprise Service Management, and the Customer Journey

Knowledge Management, Enterprise Service Management, and the Customer Journey

with Hannah Price , Roy Atkinson
Tuesday, Dec 10, 2019

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:

  • Why knowledge management should be at the heart of ESM
  • How service management principles and practices affect the customer experience
  • How the ESM journey and the customer journey are related

Who should attend?

  • CIOs and directors who are setting ESM strategy
  • Service desk/support center/customer service directors, managers, supervisors, and team leads interested in understanding why knowledge management and ESM are keys to improving the customer journey

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!

Sponsored By


About Our Speaker(s)

Hannah Price
Service Management Consultant
Hannah Price is a service management expert for TOPdesk, specialising in knowledge management and agile coaching. On these topics, Hannah is also a public speaker aiming to inspire better ways of working across the people and companies she meets.
Roy Atkinson
Group Principal Analyst

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 Group Principal 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.