Enterprise Service Management Course
Introduce yourself to the world of Enterprise Service Management (ESM), and learn the tools and knowledge required to get started in your organization.
Why you should take this ESM course
Expert insights
Benefit from the collective knowledge and experience of industry veterans Roy Atkinson and Barclay Rae, who have helped countless organizations successfully navigate the ESM landscape.
Actionable content
Our course is designed to provide you with practical, easy-to-follow steps that can be immediately applied to your organization, regardless of its size or industry.
Free of charge
We are dedicated to fostering knowledge, and if you share our passion for optimizing service across your organization, this course is tailored for you to master ESM’s complexities and nuances.
Course syllabus
1. Introduction to ESM
2. Introduction to the ITIL framework
Discover the ITIL framework , service lifecycle, and application to ESM systems for better management.
3. Single point of contact
4. Service Level Management
Explore Service Level Management, Experience Level Management , service lifecycle, and application to ESM systems for better management.
5. Change Management
Study Change Management, managing organizational change, and effective communication.
6. Service strategy
7. Getting started with ESM
Learn ESM implementation how to assess needs, build teams, define processes, and measure success.
8. Challenges
Potential pitfalls, risks, challenges, and how to mitigate them through practical steps.
What we cover during the ESM training course
Meet our star ESM guest lecturers
Roy Atkinson
Roy Atkinson, CEO of Clifton Butterfield, LLC, is a renowned IT, Service Management, and customer experience expert. A Fellow of the Institute for Digital Transformation and HDI Strategic Advisory Board member, he’s an internationally recognized thought leader, featured in podcasts and conferences.
Barclay Rae
Barclay Rae, CEO of ITSMF UK, is an experienced ITSM consultant, analyst, and writer. Co-architect of ITIL practitioner scheme and co-author of SDI certification standards, he has contributed to around 500 ITSM projects in 25 years, producing blogs, research, and white papers for the industry.
Download a preview of the book "Introduction to Enterprise Service Management"
Ticket Volume, your weekly IT podcast
Ticket Volume is a weekly ITSM podcast powered by InvGate. Host and InvGate Product Specialist Matt Beran chats with different IT leaders about Service Management, ITAM, ITIL, experience, ESM, career building, management, and more.
The team behind this course
At InvGate, we build technology to make life at work easier. Our solutions help you deliver better IT support, manage internal services, administer your IT assets, or all three.
InvGate Service Management is the solution chosen by mid to large organizations that want to deliver outstanding service.
InvGate Asset Management is the solution to track and manage all hardware, software, cloud, and fixed assets in a centralized and automated way.
