Enterprise Service Management, or using your ITSM tool outside IT is a hot topic, but what it actually means? -Learn what Enterprise Service Management is, and also what it's not. - Business decision makers are not interested in Enterprise Service Management, but they are interested in digital enterprise services. Learn how to articulate the opportunity in business terms. - How to approach non-IT units? What kind of needs they are likely to have? What are the common mistakes to avoid? - How to conceptualize your ITSM tool and team offering? An example what technology capabilities we could offer is showed on top of a popular ITSM tool (ServiceNow) and their partners' apps. - At the end of the presentation she describes the benefits of ESM for different stakeholders – where the business case lies for them!