Service Management: Not Just for IT Anymore

The future of ITSM is Enterprise Service Management (ESM)—or is ESM already here to stay? With more virtual markets than ever before, coupled with rapidly shifting business operations and cultural changes at most organizations, there is no better time than the present to review your investment in service management, knowledge management, and tools that support the new enterprise.

Guest speaker Julie Mohr, Senior Analyst at Forrester, joined Isos Technology for an in-depth discussion about how ITSM is evolving for organizations that are undergoing massive digital transformations. The surveys, research, and use cases she shared indicate that ESM is here to stay for the long haul. 

Watch the webinar to learn: 

•   What the concept of ESM is, how it has evolved from ITSM, and how it now supports knowledge workers across the enterprise
•   How ESM has transitioned from an emerging concept to a mainstream practice, and what the current service management landscape looks like 
•   How COVID-19 and the Great Resignation have impacted digital trends in service management and technology in general
•   How you can expand your ITSM and ESM tools and processes to benefit your entire organization
  
  

Meet the Experts

Julie Mohr, Guest Speaker
Senior Analyst, Forrester

Julie Mohr serves IT service management (ITSM) and enterprise service management (ESM) professionals supporting the transformation of IT operations into forward-thinking, customer-centric service organizations. Her research includes service portfolio/catalog management, incident/problem management and the service desk, knowledge management and self-service, and industry frameworks. Julie’s research also integrates the intangibles to infrastructure and operations (I&O) success, including capacity building, organizational change, culture, and collaboration. Since 2004, Julie has served as an industry expert and public speaker specializing in ITSM and knowledge management. As a practitioner, she worked for various companies including Delta Dental, National Institutes, and NASA. Julie was a coauthor of the knowledge management practice in ITIL and is the author of The Help Desk Audit, a governance framework for assessing the maturity of the incident management and service desk practice areas. Julie earned a BS in computer science from The Ohio State University and a MEd from the University of Phoenix. Julie is currently working on her PhD from the University of Phoenix.

Thad West
CEO and Co-Founder, Isos Technology

As a Co-Founder and CEO of Isos Technology, Thad West is responsible for overall vision, strategy, and execution of the business. Thad brings his diverse technology background, business acumen, and strong leadership skills to these roles. Thad has over two decades of experience in technology. He has extensive experience in product management, development team leadership, enterprise architecture, and business application development. Prior to founding Isos Technology, Thad held the positions of VP of Application Development for a Fortune 100 financial company and Director of Product Management for a mid-size software company specializing in mobile applications for the construction industry.

Nick Sommerfeld
Professional Services Lead Consultant, Isos Technology

Nick started his career in tech working for a company that provided online marketing solutions to small businesses across the US and abroad. As a Product Manager, he was responsible for product marketing, business development, customer experience, training, and just about anything else that dealt with the products under his management. Nick is passionate about problem-solving and devising strategic solutions, and he's Atlassian Certified in Agile Development with Jira Software.

Nick Sommerfeld
Professional Services Lead Consultant, Isos Technology