A Fresh Approach to Enterprise Service Management (ESM): Practical Strategies with Manchester Metropolitan University
Organisations increasingly demand holistic service delivery - not just ITSM. ESM strategy delivers consistency, responsiveness, and a unified employee experience across HR, Facilities, Legal, and other teams. However, aligning teams, taxonomy, governance, and adoption remains a challenge. This session brings practicality and perspective to that challenge, with insights from a real practitioner experience (MMU) alongside Freshworks and partner expertise.
Date: Wednesday, 22nd April, 2026 Time: 11:00 a.m. BST
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Key Takeaways
We will share insights into our ITSM and ESM roadmap, alongside a fireside conversation between Malin Jonsson (Freshworks Account Lead) and Jack Christopher from Manchester Metropolitan University, discussing:
How MMU approaches ESM adoption across functions
Practical lessons from the field - what works, what doesn’t
Stories of cross‑departmental value creation and adoption strategies
