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Develop a Plan to Pilot Enterprise Service Management

Deliver exceptional services to the customer by managing services across the enterprise.

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  • Claire Agutter, Director, Chief Architect, VeriSM Scopism
  • Bas Blanken, Service Management Consultant & Agile Expert, TOPdesk
  • Troy DuMoulin, VP – Research & Development, Pink Elephant
  • Glen Notman, Associate Partner, Citihub
  • Jack Probst, Principal Consultant, Pink Elephant
  • Brian Segulich, Business Technology Specialist – Service Management Office (SMO), Great-West Lifeco Inc.
  • Doug Tedder, Principal Consultant, Tedder Consulting LLC
  • Nancy Van Elsacker Louisnord, President, TOPdesk USA

Your Challenge

  • Many business groups in the organization are siloed and have disjointed services that lead to a less than ideal customer experience.
  • Service management is too often process-driven and is implemented without a holistic view of customer value.
  • Businesses get caught up in the legacy of their old systems and find it difficult to move with the evolving market.

Our Advice

Critical Insight

  • Customer experience is the new battleground. Parity between products is creating the need to differentiate via customer experience.
  • Don’t forget your employees! Enterprise service management (ESM) is also about delivering exceptional experiences to your employees so they can deliver exceptional services to your customers.
  • ESM is not driven by tools and processes. Rather, ESM is about pushing exceptional services to customers by pulling from organizational capabilities.

Impact and Result

  • Understand ESM concepts and how they can improve customer service.
  • Use Info-Tech’s advice and tools to perform an assessment of your organization’s state for ESM, identify the gaps, and create an action plan to move towards an ESM pilot.
  • Increase business and customer satisfaction by delivering services more efficiently.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should move towards ESM, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

3. Identify ESM pilot and finalize action plan

Create customer journey maps, identify an ESM pilot, and finalize the action plan for the pilot.

Guided Implementations

This guided implementation is a seven call advisory process.

Guided Implementation #1 - Understand ESM and get buy-in

Call #1 - Understand what ESM is and the scopes available.
Call #2 - Walk through the buy-in presentations.

Guided Implementation #2 - Assess the current state for ESM

Call #1 - Assess the culture, governance, skills, and tools of your organization.
Call #2 - Walk through the Enterprise Service Management Assessment Tool.

Guided Implementation #3 - Identify ESM pilot and finalize action plan

Call #1 - Generate a list of your services.
Call #2 - Create customer journey maps.
Call #3 - Identify a pilot for ESM and finalize your action plan.

Onsite Workshop

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Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Understand ESM and Get Buy-In

The Purpose

  • Understand what ESM is and how it can improve customer service.
  • Determine the scope of your ESM initiative and identify who the stakeholders are for this program.

Key Benefits Achieved

  • Understanding of ESM concepts.
  • Understanding of the scope and stakeholders for your ESM initiative.
  • Plan for getting buy-in for the ESM program.




Understand the concepts and benefits of ESM.


Determine the scope of your ESM program.


Identify your stakeholders.


Develop an executive buy-in presentation.

  • Executive buy-in presentation

Develop a general communications presentation.

  • General communications presentation

Module 2: Assess the Current State for ESM

The Purpose

  • Assess your current state with respect to culture, governance, skills, and tools.
  • Identify your strengths and weaknesses from the ESM assessment scores.

Key Benefits Achieved

  • Understanding of your organization’s current enablers and constraints for ESM.
  • Determination and analysis of data needed to identify strengths or weaknesses in culture, governance, skills, and tools.




Understand your organization’s mission and vision.


Assess your organization’s culture, governance, skills, and tools.

  • ESM assessment score

Identify the gaps and determine the necessary foundational action items.

  • Foundational action items

Module 3: Define Services and Create Custom Journey Maps

The Purpose

  • Define and choose the top services at the organization.
  • Create customer journey maps for the chosen services.

Key Benefits Achieved

  • List of prioritized services.
  • Customer journey maps for the prioritized services.




Make a list of your services.

  • List of services

Prioritize your services.


Build customer journey maps.

  • Customer journey maps
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