Are You Ready for ESM? A Practical Readiness Framework for Enterprise Service Management Success

Many organisations rush into Enterprise Service Management without understanding their true readiness, leading to failed implementations and frustrated stakeholders. This session introduces a practical readiness framework that helps organisations honestly assess their position before embarking on ESM adoption. Drawing on real implementation experiences, we explore the critical success factors that determine whether your organisation can successfully extend service management beyond IT—examining cultural maturity, governance structures, process standardisation, and stakeholder alignment. Attendees will gain actionable insights to identify gaps, build compelling business cases, and avoid the common pitfalls that derail ESM initiatives before they deliver value.