Enterprise Service Management (ESM) for Organizational Leadership

Critical thought leadership, guidance and example solutions for introducing and adopting Enterprise Service Management

Enterprise Service Management, or ESM is:

A powerful way to organize any team’s work around a catalog of services. These services collectively represent the capabilities of different parts of your organization. A service catalog is an easy-to-use collection of requests customers can initiate and receive from the appropriate team. The service catalog is the “hub” that activates these teams and supports them with:

  • clearly defined workflows that track complex service delivery to ensure customer satisfaction.
  • controls that provide for lightweight yet rigorous approvals and notification to ensure oversight and visibility.
  • supported by automation and visualizations that reduce collaboration toil
  • An adaptable and effective way of measuring how we organize, collaborate and track our work to completion. 

In this class we power your team with important insights into the emerging practice of ESM, especially that ESM is:

  • Inspired by, but not the same as Information Technology Service Management (or ITSM)
  • Complimentary to Enterprise Agility / Lean Portfolio Management, yet the approach is entirely independent of adopting Enterprise Agile Lean methods.
  • Based on the same values and principles of Lean management
1 day/4 hours of instruction
Public Classroom Pricing


GSA Price: $507.35

Group Rate: $595

Private Group Pricing

Have a group of 5 or more students? Request special pricing for private group training today.

Part 1: An Introduction to Enterprise Service Management (ESM)

  • What ESM is and Is not
  • How ESM creates customer value
  • How to determine when to apply ESM principles
  • ESM organizational readiness, identifying the gaps

Part 2: The Four Components of ESM

  • The Service Catalog
  • Business process mapping to workflows and playbooks
  • The Customer Experience
  • Structured collaboration that crosses operational teams

Part 3: A brief introduction to Service Management Tools in the ESM space

  • Service Management is implemented as a system of tools, not as a single tool
  • ESM Platforms:
    • Atlassian ITSM (including Jira Service Management)
    • ServiceNow ESM
  • ESM Service Catalog solutions:
    • Freshworks Freshservice
    • BMC Helix
    • IFS Asset

Part 4: Creating customer value with ESM

  • Keeping promises our systems and services have already made to our customers
  • Reducing time to value by focusing metrics on the customer satisfaction
  • Improving customer retention and engagement

Part 5: Adoption Success Factors

  • What parts of implementing ESM require an up front investment and what parts can be Incrementally implemented over time
  • Setting your strategic objectives and organizing around the most valuable work first
  • Change management pitfalls to avoid

Part 6: Example Scenarios

  • HR and IT: Personal Change in status (off boarding, exiting, transitioning)
  • Sales and Engineering: Solution design to capture emerging market opportunities
  • Product and Research: Integrating higher fidelity feedback loops regarding customer expectations to improve product innovation 

There are no technical prerequisites for this class.

Attendees should be:

  • Interested in learning about ESM, what it is, and how it can help your organization
  • Familiar with
    • customer satisfaction measurement techniques
    • the benefits and trade-offs of process standardization
    • core concepts such as approvals, and escalations.

This class is intended for your organizational leadership team members, and is especially valuable for non-IT operational leaders.

Typical job titles for attendees are:

  • Chief Operating Officer
  • VP or Director of Customer Success
  • VP or Director of Human Resources
  • VP or Director or Facilities
  • VP or Director of IT

Students will learn about Enterprise Service Management and how Atlassian tools are leveraged in this exciting new solution space. Especially:

  • How Enterprise Service Management differs from Information Technology Service Management (and how it’s similar)
  • An introduction to the most common tools that are being used in the ESM space
  • How to set expectations and strategic direction for evaluating and/or adopting ESM
  • What factors drive success in adopting ESM

Enterprise Service Management (ESM) for Organizational Leadership Schedule


Live Online

Oct 27th - 27th, 2023
12:00 PM - 4:00 PM ET

Live Online

Nov 13th - 13th, 2023
12:00 PM - 4:00 PM ET

Live Online

Dec 8th - 8th, 2023
12:00 PM - 4:00 PM ET

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