Enterprise service management has become a hallmark of today’s bleeding-edge organizations—but how did we get here? If your organization isn’t on its way, how can it get there? In this session, Tony Denford and Valence Howden will pull apart the brief history of enterprise service management, considering its value and scope, its pros and cons. They’ll layout the challenges that might be leading organizations to consider ESM, and explain how and where ESM can help address those challenges. They’ll share examples of how ESM has been applied in organizations alongside practical steps for establishing ESM in your organization Participants will walk away with insights and guidance for understanding their organizational challenges, identifying what customers truly value, and simply and successfully initiating their own ESM programs.