ESM: the (r)evolution of ITSM


In a recent study by leading IT analyst firm Enterprise Management Associates (EMA), 87% of organizations reported having some level of ESM (enterprise service management) deployment from their ITSM platform/team. What’s more, given a healthy selection of possible responses, 38% rated the impact of supporting ESM as “transformational” on the relationship between IT and business stakeholders. These potentially game-changing advances are not free of challenge, however.

Join Valerie O’Connell, research director at EMA, to get insights into EMA’s most recent research findings on ESM. This research-based webinar will examine ESM as both a logical, evolutionary extension of ITSM and as a revolutionary outgrowth of the digital transformation culture.  

Designed to benefit ESM/ITSM practitioners who want to know where they stand compared to their colleagues, this webinar drills into details of adoption and implementation, including:

  • Characteristics of ITSM platforms that either facilitate or complicate ESM
  • Practical matters of policies, politics, and people
  • Functionality and technologies that invigorate new initiatives
  • Use cases most likely to return high rates of reward
  • Challenges, drivers, and benefits realized


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Valerie Oconnell

Valerie O’Connell
Research Director