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Importance of ESM in remote work

About this webinar

The transition to remote work has changed the daily experience for employees worldwide. Informal communication channels have in many cases vanished. For example, you can’t simply walk down to the IT (or HR, or Facilities) department and talk to the receptionist anymore. Coffee breaks and lunches where “how to get things done” information was routinely exchanged are now a thing of the past.

How do you find the services and information you need to get your job done? This is why IT and enterprise service management platforms are more important than ever. In this webinar, Charles Betz from Forrester will discuss:

  • The fundamentals of service management and how they apply across IT and business functions.
  • The importance of a unified service management platform and a service catalog.
  • How service owners need to take greater accountability for service performance and outcomes by applying product management thinking.

About the guest speaker

Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He is also Forrester’s lead analyst for enterprise service management topics such as service portfolio management, service catalog, service desk, NOC, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as the intersection of ITSM/ESM and DevOps. Finally, Charlie covers industry frameworks like ITIL, IT4IT, TOGAF, COBIT, and industry vertical frameworks.

With deep practitioner skills as a data architect, Charlie also specializes in the information architecture of the "business of IT" and can help mediate challenging, hard-to-resolve discussions around how to frame, build, and benefit from application, service, product, asset, and technology portfolios and IT data warehouses.

Previous work experience

Prior to joining Forrester, Charlie was chief architect for ATT’s Signature Client Group, where he was responsible for technical strategy with Fortune 100 clients. He served for six years as senior enterprise architect and VP for “business of IT” architecture at Wells Fargo. Charlie also held architect and application manager positions at Best Buy, Target, and Accenture, specializing in IT management systems, ERP, enterprise application integration, data architecture, and configuration management.

Charlie was a research director for IT portfolio management at Enterprise Management Associates, and as an independent consultant, he has advised organizations of all sizes on IT operating models and the "business of IT."

Charles Betz, Forrester

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