This blueprint will help you develop an action plan to pilot enterprise service management (ESM) by following our three-phase methodology:
- Understand ESM and Get Buy-In
- Assess the Current State for ESM
- Identify an ESM Pilot and Finalize Action Plan
Our method will help you maximize enablers and minimize constraints in four foundational areas for ESM: culture, governance, skills, and tools. This will lead to a service ownership culture and greater integration between service teams leading to increased customer satisfaction.