Enterprise Service Management (ESM) extends IT service management tools to improve service delivery across various organizational departments. Cherwell's senior director, Bill Sheridan, promotes ESM strategies to enhance fulfillment and productivity, ensuring that IT leaders understand its importance in the context of digital transformation. ESM's modern implementation, supported by new technologies and user adoption practices, aims to consolidate service requests and drive organizational efficiency.

1. What is
Enterprise Service Management?

2. Contact Info
Senior Director, Enterprise
Service Management Strategy
E: Bill.Sheridan@Cherwell.com
As Cherwell’s Senior Director of Enterprise
Service Management Strategy, Bill helps
bring new solutions to the Cherwell
community which extend the CSM platform
into other departments and functional
groups. In his role, Bill works with a
specialized content development team
within the R&D organization that is adept at
understanding non-ITSM requirements and
delivering them as sophisticated solutions
that customers can leverage.

3. Enterprise Service Management Series
Date Times (Eastern) Description
October 5 1:00pm Enterprise Service Management 101
October 12 1:00pm Manage Security Risk Within Your IT Organization
October 19 1:00pm Enter the Digital Era of HR Case Management
October 26 1:00pm
Set Employees Up for Success with HR Employee
Administration
November 2 1:00pm Modernize Your Approach to Facilities Management

4. Agenda
 Define Enterprise Service Management (ESM)
 The History of ESM and Lessons Learned
 Why is now the right time for ESM?
 What does ESM do for the Organization?
 As a CIO or IT Leader - Why should you care?
 Cherwell’s ESM Strategy
 Where to Start
 The Results

5. What Is Enterprise Service Management?
Enterprise Service Management (ESM) is IT’s opportunity to
leverage the maturity and broad portfolio of ITIL/ITSM based
processes to champion service delivery excellence to other
lines of business within the organization. When implemented
effectively, IT Service Management principles and tools can
streamline fulfillment and improve employee productivity across
numerous operational departments.

6. Enterprise Service Management Is Not New
Organizations have been
attempting to adapt ITSM
tools to deliver solutions for
other departments for years
even back to the days of
Lotus Notes with varying
levels of effectiveness.

7. ESM Of The Past
 Historically there has been a steep price to pay
regardless of the effectiveness
 Legacy applications would break when
stretched too far outside ITSM
 Upgrades became impossible or ridiculously
expensive even requiring reimplementation
 Code dependent systems became too
expensive to own and even more expensive
to leave
 Vendors reacted by slowing innovation to
protect expensive maintenance base

8. ESM Is Gaining Momentum Again
 New Behavior
 New Focus
 New Technology
 Better Results

9. A New Approach…
Reason #1
User Adoption

10. … With New Paradigms… SaaS

11. … And Better Options
Reason #3
Technology
 Business Object Platform
 Code-free Extensibility
 Point & Click Configuration

12. Can ESM Help Your Organization?
• Email is not a Workflow
Engine
• Email aliases don’t do
any actual work
• “I just did that last week”
• Only Rick knows how to
do that
• Employees cannot find
what they need
• Confusion about who
owns the request
• Transparency across
functional groups lacking

13. As A CIO Or IT Leader, Why Should You
Care?
 Digital Transformation
Highway
 Cloud Providers are either
your customer or your
competition
 CFOs and LOBs are
moving to the Cloud
 IT still owns the integration
strategy
 IT’s budget, Influence and
perceived value

14. Cherwell Is Leading

15. Where To Start
 Leverage Cherwell’s
Integrated ESM Solutions
 Consolidate Service
Requests across
organization
 Create an Enterprise Portal
for End Users
 Replace Email!
 Close Gaps in Processes
and COTS

16. The End Result
 Positively Impact the core business
 Make employees more productive
 Accelerating the effort to deliver
services of other LOBs to the
organization
 Driving down recurring costs
 Spending more time and budget on
innovation rather than maintenance
 Influence corporate strategy, don’t
just implement it!

17. QUESTIONS?