Webinar: Enterprise Service Management

Took place on the 4th May 2020, 3.30pm BST

What does is really mean to introduce a common Service Management model across a business? Does HR need to know ITIL? Does FM need to be Lean?

While ITSM teams have been effectively automating and streamlining service delivery for years, the use of Service Management tools beyond the traditional IT department is becoming increasingly common. But what’s the reality of ESM and what’s the best practice?

Sign up for this webinar and you’ll:

*learn how the definitions and expectations of Enterprise Service Management are changing

*understand what organisations must prepare for today in order to improve productivity across the entire organisation tomorrow

*hear the real world ESM experiences from the University of Glasgow

Find out more about the University of Glasgow’s ESM vision, their progress in creating an engaging unified service experience which operates across many parts of the University beyond IT, serving all their students, staff and alumni.

Watch the Webinar: 



Ian Aitchison, Ivanti

Ian Aitchison leads Ivanti’s Service Management product strategy. He works frequently with industry leaders and decision makers to help them introduce strategic Unified IT transformations and gain the benefits of technology innovation. Ian also contributes to the wider ITSM community, speaking worldwide on subjects around innovation, the future of IT, Artificial Intelligence, Service and Asset Management. He has presented at many industry events worldwide including Gartner Symposium, Pink Conference, SDI, SITS, ITSMf, Brighttalk, HDI, SMD, Ivanti Interchange and other Ivanti events.

A father of two, when not working or parenting, Ian sails and plays the ukulele badly, although never both at the same time. He also tweets frequently, blogs very occasionally, and is – in his own words – ‘mildly amusing at times’

Twitter : @ianaitchison

Ian’s dynamic presentations are always lively, thought provoking, and entertaining.


Mark Temple, University of Glasgow

He has worked for the University of Glasgow for 29 years, the first 12 of these as a Motor Mechanic, moving into IT almost by accident after completing a part-time degree.
His roles have included desktop support, managing Service Desks, Training and ITSM Platforms; many of these at the same time…

The last few years have been focused on Enterprise Service Management and bringing the University’s services together on one unified ESM platform, giving our students and staff one place to access knowledge, request services or report issues.



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