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What is
Enterprise Service Management?
Contact Info
Senior Director, Enterprise
Service Management Strategy
As Cherwell’s Senior Director of Enterprise Service Management Strategy, Bill helps bring new solutions to the Cherwell community which extend the CSM platform into other departments and functional groups. In his role, Bill works with a specialized content development team within the R&D organization that is adept at understanding non-ITSM requirements and delivering them as sophisticated solutions that customers can leverage.
Enterprise Service Management Series
Date Times (Eastern) Description
October 5 1:00pm Enterprise Service Management 101
October 12 1:00pm Manage Security Risk Within Your IT Organization
October 19 1:00pm Enter the Digital Era of HR Case Management
October 26 1:00pmSet Employees Up for Success with HR Employee
Administration
November 2 1:00pm Modernize Your Approach to Facilities Management
Agenda
Define Enterprise Service Management (ESM)
The History of ESM and Lessons Learned
Why is now the right time for ESM?
What does ESM do for the Organization?
As a CIO or IT Leader - Why should you care?
Cherwell’s ESM Strategy
Where to Start
The Results
What Is Enterprise Service Management?
Enterprise Service Management (ESM) is IT’s opportunity to
leverage the maturity and broad portfolio of ITIL/ITSM based
processes to champion service delivery excellence to other
lines of business within the organization. When implemented
effectively, IT Service Management principles and tools can
streamline fulfillment and improve employee productivity across
numerous operational departments.
Enterprise Service Management Is Not New
Organizations have been
attempting to adapt ITSM
tools to deliver solutions for
other departments for years
even back to the days of
Lotus Notes with varying
levels of effectiveness.
ESM Of The Past
Historically there has been a steep price to pay
regardless of the effectiveness
Legacy applications would break when
stretched too far outside ITSM
Upgrades became impossible or ridiculously
expensive even requiring reimplementation
Code dependent systems became too
expensive to own and even more expensive
to leave
Vendors reacted by slowing innovation to
protect expensive maintenance base
ESM Is Gaining Momentum Again
New Behavior
New Focus
New Technology
Better Results
A New Approach…
Reason #1
User Adoption
… With New Paradigms… SaaS
… And Better Options
Reason #3
Technology Business Object Platform
Code-free Extensibility
Point & Click Configuration
Can ESM Help Your Organization?• Email is not a Workflow
Engine
• Email aliases don’t do
any actual work
• “I just did that last week”
• Only Rick knows how to
do that
• Employees cannot find
what they need
• Confusion about who
owns the request
• Transparency across
functional groups lacking
As A CIO Or IT Leader, Why Should You
Care?
Digital Transformation
Highway
Cloud Providers are either
your customer or your
competition
CFOs and LOBs are
moving to the Cloud
IT still owns the integration
strategy
IT’s budget, Influence and
perceived value
Cherwell Is Leading
Where To Start
Leverage Cherwell’s
Integrated ESM Solutions
Consolidate Service
Requests across
organization
Create an Enterprise Portal
for End Users
Replace Email!
Close Gaps in Processes
and COTS
The End Result
Positively Impact the core business
Make employees more productive
Accelerating the effort to deliver
services of other LOBs to the
organization
Driving down recurring costs
Spending more time and budget on
innovation rather than maintenance
Influence corporate strategy, don’t
just implement it!
QUESTIONS?
