Enterprise Service Management (ESM): How to Build High-Value Services on Existing ITSM Investments


ESM is both a transformative and evolutionary next step for ITSM teams. It combines cutting-edge ideas and technologies with existing ITSM platforms, processes, people, and policies to drive innovative non-IT services into the enterprise – with great results for both IT and business interests. In a recent global study conducted by EMA, 38% of IT leaders rated the impact of enterprise service management on the relationship of IT and the business as “transformational.

Join Valerie O’Connell, research director at leading IT analyst firm EMA, and Rolf Frydenberg, CEO at Manag-E, for field research and practical advice designed to jump-start your ESM initiatives. 

Highlights include:

  • Factors that make ESM “transformational” (a strong qualitative indicator of success)
  • Practical “how-to” advice for building ESM services on existing ITSM capabilities
  • Areas of ESM deployment (number and types of functional areas served)
  • Active drivers for ESM adoption (considerations beyond the universal drive for cost savings)
  • ITSM as a basis for ESM adoption (ways that ITSM capabilities serve non-IT interests)
  • Automation enablers (use cases of automation for service management)
  • Measurable impacts for ESM initiatives (both quantitative and qualitative)


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Valerie Oconnell

Valerie O'Connell
Research Director, EMA


Rolf Frydenberg
CEO, Manag-E