November 9-13, 2019
Omni Resort at ChampionsGate
Orlando, FL
Orlando, FL
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Charles Betz (TBD, Forrester)
Location: ChampionsGate
Date: Tuesday, November 12
Time: 10:00am - 11:00am
Pass Type: Conference & Expo Package
Track: Expanding Service Management Beyond IT
Format: Session
Vault Recording: TBD
Audience Level: Intermediate/Advanced
Last year, Forrester Research expanded its IT Service Management coverage to Enterprise Service Management. This session will debut the 2019 Forrester Wave and associated insights developed over the past year of talking to customers and vendors. New topics of interest:
- The increasing role of AI and chatbots on the service desk
- When ESM may *not* make sense for your organization
- The importance of engaging enterprise architecture in any ESM initiative
- Governing and enabling ESM portfolios
Attendees will receive a state of the art, deeply researched market overview as well as practical guidance on implementation from a leading analyst.