SupportWorld Live Schedule 2025
Pre-10: Charting Your Course to Enterprise Service Management
Melissa Jackman (Director, IT Service Management & Support, Duquesne University)
Mitchell Pautz (ITSM Manager, University of California San Franciso)
Mark Katsouros (Sr. Director, IT Engineering & Operations, Duquesne University)
Location: Room 370
Date: Tuesday, May 20
Time: 8:30 am - 3:30 pm
Pass Type: Premium Conference Pass - Get your pass now!
Session Type: Workshop
Vault Recording: TBD
Audience Level: All
Participants will gain practical insights, actionable strategies, and a roadmap for implementing ESM effectively within their organization. Whether you are just getting started with Enterprise Service Management or have been doing it for a while, this session equips you to drive positive transformation in providing knock your socks off service to the organization.
Takeaway
Learn and apply core Enterprise Service Management principles within the your organization.
Identify common challenges related to ESM implementations and define strategies to overcome them.
Considerations for building scalable and sustainable structures for lasting success, from clearly defined roles/responsibilities to governance and tooling.
Tips for building & managing your Services Portfolio/Catalog
We will also cover tips for tool selection.