How to successfully pivot from ITSM to ESM

Adopting Service Management across the Enterprise sounds easy in principle, but simply trying to apply ITIL best practice on un-suspecting teams isn’t a successful Enterprise Service Management (ESM) Strategy. What’s required is a change of approach. ESM isn’t about technology, it’s about service. This is where a Service Management Office (SMO), who sit outside of IT, can successfully lead and deliver ESM across the Organisation.In this session, I’ll talk about how to create an SMO, how it should be structured and what its responsibilities are, as well as some of the pitfalls to avoid along the way.