A Fresh Approach to ESM: Roadmaps, Frameworks, and Real-World Success
Extending service management beyond IT can be challenging: enthusiasm fades, adoption stalls, and departmental differences slow progress. The key isn’t technology, it’s taking a strategic, orchestrated approach to Enterprise Service Management (ESM).
Join us for a practical session on Freshworks’ Fresh Approach to ESM. We’ll share a six-stage framework for successful ESM adoption, covering unified taxonomies, automated joiner-mover-leaver workflows, governance without micromanagement, and measurable business impact. See how organisations have scaled service delivery across IT, HR, Legal, and Learning teams while proving ROI to executives.
Date: Tuesday, 27th January, 2026
Time: 11:00 a.m. GMT
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Key Takeaways
Six-stage ESM framework: Design → Standardize → Empower → Automate → Orchestrate → Measure
Building service catalogs and taxonomies across departments
Automation patterns spanning multiple systems
Governance frameworks balancing control and autonomy
Metrics and examples demonstrating business impact
