The ITx 2018 Programme may change without notice
Enterprise Service Management is about applying a service oriented
Business model to the way your organization works internally. It is about enterprise wide approach to delivering services, Business and IT.
Rolling in Business domains into your Service Mgmt. capability is the essence of ESM. Where you have the 1 tool, and place - portal, cataloge, 1place for your customers to go to request services, regardless of whether they are Business or IT services. Is it really that simple?
This is case study of an ESM journey whereby ill cover:
1. Our Approach
2. Challenges and how we overcame
3. key perspectives were considered
• End user perspective
• Service domain perspective
• IT perspective
4. Benefits realisation, VOI
Principal Consultant, ITSMC
Lana, an experienced Freelance Consultant, working within the Service Management industry in both government and corporate sectors. She has over ten years operational experience and over fifteen years consulting experience to help organisations optimise operations and transform. Today Lana brings with her all her experience in strategic planning, tactical execution and operational delivery to help lead, plan change and streamline service delivery within organisations. Using best practices frameworks new and old, experience and qualifications to bring it all together. Lana uses a practical approach and teamwork to help achieve service delivery excellence. SIAM and value stream mapping are a key focus for over the last six years for Lana either implementing as part of transformation program or part of Managed services initiatives.