Session 201: Enterprise Service Management: The State Of The Industry

Charles Betz (Principal Analyst, Forrester)

Location: ChampionsGate

Date: Tuesday, October 16

Time: 11:15am - 12:15pm

Pass Type: Conference and Expo Package - Get your pass now!

Track: Service Management Beyond IT (It’s a Big World After All)

Format: 60-Minute Expert Presentation

Vault Recording: TBD

Enterprise service management (ESM) has become a leading trend in the crowded IT service management (ITSM) market. By expanding service thinking and the service portal beyond the IT organization, as well as speeding up platform-as-a-service (PaaS) workflow development, vendors and infrastructure and operations (I&O) professionals are unlocking new value. Forrester Research completed the first comprehensive survey of this evolving market this summer, covering 13 major vendors. Charles will present these findings here.