Enterprise service management (ESM) is an approach to providing customers with value in the form of services through the adoption of service management practices. Some common examples where ESM is applied include, HR, finance, legal, facilities management, and customer service functions.

High Velocity IT helps with an understanding of the ways in which digital organizations and digital operating models function in high-velocity environments, focusing on the rapid delivery of products & services to obtain maximum value. This masterclass session will provide an understanding of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, and Automation.

Knowledge management is the process of identifying, gathering, storing, evaluating and sharing all of the valuable information organizations create in their day-to-day operations. It involves capturing answers to frequently (and not so frequently) asked questions and documenting them in an easy to understand format, like step by step written articles, videos or images.

'Resilience at work' can be broadly defined as an individual or a group of individuals' ability to stay resilient in modern workplaces characterized by staff cutbacks, deadlines, rivalry, and other organizational changes. 'Resilience at work' gains more significance in a dynamic IT organization where the workplace, systems, processes and tools are
always undergoing radical changes.

Cyber resilience is an evolving perspective that is rapidly gaining recognition. The concept essentially brings the areas of information security, business continuity, and organizational resilience together. The objective of cyber resilience is to maintain the entity's ability to deliver the intended outcome continuously at all times.

Traditional Information Technology Service Management (ITSM) is becoming more irrelevant in the modern way of delivering service. People and organizations are gradually making the shift to Cloud Service Management (CSM). Cloud Service Management and Operations entails all the activities that an organization does to plan, design, deliver, operate, and control the IT and cloud services that it offers to customers.

DevOps is the combination of cultural philosophies, practices, and tools that increases an organization’s ability to deliver applications and services at high velocity. This speed enables organizations to better serve their customers and compete more effectively in the market. It aims to shorten the systems development life cycle and provide continuous delivery with high software quality.

Business relationship management is a formal approach to understanding, defining, and supporting inter-business activities related to business networking. The ITIL guidance places customer satisfaction surveys and the management of complaints within Business Relationship Management.

To Elevate IT to get a seat at the decision-making table, the first step is to locate all of the important teams, committees, and boards to ensure IT is contributing to where it’s needed. Gartner has identified four positions IT can establish with the leadership of any business unit or team, namely, Contributor, Consultant, Teammate, and Team member.

Site Reliability Engineering (SRE) incorporates aspects of software engineering and applies them to infrastructure and operations problems. The main goals are to create scalable and highly reliable software systems. An SRE function will typically be measured on a set of key reliability metrics, namely: system performance, availability, latency, efficiency, monitoring, capacity planning, and emergency response.