Your project deadline is looming and there’s a newly discovered mountain of paperwork from the ops, security, change management and business teams asking similar questions and risking your finely balanced plan. Why does this always occur and what can we do about it?

In our upcoming in-person and online session, we will delve into what Enterprise Service Management (ESM) can show us about this exciting and often un-nerving point of delivering change to an organisation, and how we can right-size our operational guardrails that teams put in place to provide better assurance that change won’t disrupt your organisation, with less effort and better outcomes.

We’ll explore ESM-aligned service documentation and risk-based release checklists that focus on what matters for the enduring service. We will empower both your project and stakeholder teams to understand the trade-offs and balance for your organisation; to provide solid rationale for challenging inefficient process.

We will cover:

Obstacles faced when delivering projects and services
ESM’s guidance to restrain bureaucracy…whilst maintaining service stability
Release management: the controversy and the reality of landing change
Templates and ideas you can take back to your organisation

More background: ESM Framework: Service Management: a panacea for uncertain times - YouTube

Speakers:

Mark Harrison CITPNZ (Associate Director, ServiceNow - Deloitte)

Mark is a Chartered IT Professional, an ITIL4 Managing Professional, a ServiceNow Certified Master Architect, and the author of the Deloitte Enterprise Service Management (ESM) framework. With extensive experience in project delivery, architecture, design, testing, and deployment across diverse clients and industries, he is driven by a curiosity to understand the effectiveness of established methods and frameworks. Mark has a unique talent for translating theoretical concepts into practical applications using ServiceNow. The ESM framework has offered valuable insights into service management processes, organisational modelling, asset management, and service transition.

Rachel Albiston (Consultant, Technology, Strategy & Transformation - Deloitte)

Rachel is a ServiceNow Certified System Administrator at Deloitte with experience supporting end-users with large-scale technology transformation and enhancing process efficiency. She has expertise in ITIL and ITSM principles from gaining her ITIL4 Foundation Certification and operating the service desk for a variety of clients.