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From IT Service Management to Enterprise Service Management - success factors and strategies

October 28, 2022 - July 17, 2024

Despite the widespread automation of IT, many non-IT departments within organizations such as human resources, legal, facility management, and finance, still rely heavily on manual processes.  

One approach to enabling this is Enterprise Service Management (ESM). This includes the use of management practices developed initially for IT, such as ITIL 4, with the aim of providing a common service management platform for every area of an organization.  
Tom Kröger and Marc Edelmann will present practical examples and live demos that illustrate the success factors for the fast and standardized implementation of enterprise service management. 



  • Where does IT Service Management (ITSM) end, where does Enterprise Service Management (ESM) begin  
  • Critical success factors in implementing Enterprise Service Management  
  • Live demo: service process, “contract review”  
  • Live demo: Enterprise Queue Management - wizard-based setup of a separate queue 


Tom Kröger

Senior PreSales Consultant
Matrix42 GmbH

Marc Edelmann

Senior Marketing Program Manager
Matrix42 GmbH

Watch the recording now