Session Summary

Taking the same principles and disciplines from the age of manufacturing, modern organizations must find better ways of managing demand and execution. For many, Enterprise Service Management (ESM) and the support experience hold the key.

In the opening keynote, Charles Betz reveals the market forces defining the ESM space and the benefits of expanding workflows into all business functions.

You will learn how ‘in the flow of work’ support experiences will positively impact efficiency and transform business outcomes, as well as how the next generation of digital systems will modernize the service experience, improve productivity, reduce costs and close the feedback loop for knowledge workers.

The second part of the session is a panel discussion also featuring Bruce Randall, Director of Product Marketing ITSM at ServiceNow, and Andrew Barlow, VP Advocacy & Innovation at AppLearn.

Moderated by James Maude, our Product Strategy Lead, this candid conversation covers how to create the ultimate digital support experience layer and maximize ESM success, along with the vital roles of digital adoption and data analytics. You can learn more about the session and the topics it will cover on our prep page.

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Keynote Speaker

Charles Betz, Principal Analyst,

Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. He also covers ESM and the transformation of “traditional” IT operations organizations into next-generation digital service organizations.


Special Guest

Bruce Randall, Director of Product Marketing ITSM, ServiceNow

As a Director of Product Marketing, Bruce leads the team responsible for defining and driving strategic go-to-market messaging and campaign activities for the ServiceNow’s largest and most strategic product – IT Service Management.


Don’t miss this opportunity to rethink what your support function is capable of.

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*Predictions 2020 – On The Precipice Of Far-Reaching Change, Forrester Research Inc., 2019