About
The modern digital employee expects a seamless, consumer-grade service experience at work. This includes effortless, consistent, and proactive service for tasks ranging from requesting a new laptop or enrolling for training to submitting a purchase order or requesting a desk change.
Enterprise Service Management (ESM) is the next phase of digital transformation, extending the rigour, process maturity, and efficiency of IT Service Management (ITSM) across the entire enterprise: from HR and Finance to Facilities and Legal.
This CIONET Round Table will focus on how the IT department can be the enabler that unlocks organisational efficiencies and helps to improve the employee experience. We will explore how CIOs and Digital Leaders can fundamentally transform the internal service experience by breaking down organizational silos, orchestrating complex cross-functional workflows, and leveraging a unified platform to deliver a truly frictionless experience for every employee.
KEY DISCUSSION QUESTIONS
- Universal vs. Differentiated Adoption: Which core ITSM principles are appropriate for universal adoption across the enterprise (e.g., knowledge management, self-service portals, a centralized service catalog), and when must you take different considerations into account on a department-by-department basis?
- Platform Strategy: What are the key trade-offs and best practices when deciding whether to use the same underlying platform for both internal (ESM) and external (Customer Service Management) service delivery?
- Internal vs. External Orchestration: What are the key differences and similarities between orchestrating internal (ESM) and external service delivery?
- The Single Pane of Glass: What are the best strategies for designing and managing a truly unified Enterprise Service Catalog that serves as the single 'front door' for all employee needs (IT, HR, Finance, etc.)?
- Cultural Transformation: What is the most effective approach to breaking down departmental silos and successfully managing the cultural resistance to adopting a standardized, shared service model
- Complex Workflows: How are you leveraging workflow automation and AI to orchestrate seamless, end-to-end, cross-functional processes—such as onboarding/offboarding—to eliminate manual handoffs and ensure compliance?
Join your peers to debate the critical challenges and share executable strategies for transforming ESM from an internal IT project into a core driver of employee productivity, operational efficiency, and talent retention.
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