On-Demand | ESM Talk Series – Part 3
Most organizations don’t struggle with effort; they struggle with flow.
HR manages onboarding in one place.
IT manages access and incidents in another.
Operations manages assets somewhere else.
Each team performs well individually, but employee experience and service delivery break down at the handoffs.
ESM Talk Series – Part 3 explores how HR becomes the most effective entry point to Enterprise Service Management (ESM), connecting HR, IT, and shared services through a right-sized, experience-led service model.
HR, IT, payroll, and facilities operate through one connected system of work
Service models are adapted to organizational maturity, risk, and scale
Journey orchestration replaces disconnected handoffs
Knowledge, automation, and AI reduce repetitive HR work while improving experience
You’ll see how ESM evolves from isolated service improvements into a true enterprise capability, starting with HR.
This session is designed for leaders accountable for experience, scale, and reliability, including:
HR & People Operations leaders
CIOs, CTOs, and IT leaders
Service Operations & Asset Management leaders
Shared Services, Facilities, Payroll, and Operations leaders
Digital Transformation & Enterprise Architecture teams
Leaders in regulated and complex environments (Banking, Financial Services, Insurance)
If you’re responsible for making service delivery work across teams, this session is for you.
By the end of this session, you’ll have clarity on:
Why HR is often the most effective and practical starting point for ESM
The real HR service management challenges organizations face today, experience vs efficiency, fragmented systems, workforce complexity, and knowledge gaps
How to right-size ESM without over-engineering
What a connected “system of work” looks like in practice, aligning goals, planning work, sharing knowledge, and using AI as a teammate
How HR portals, journey orchestration, and AI-powered knowledge reduce friction across onboarding, internal moves, and employee support
No frameworks for the sake of frameworks.
No “one-size-fits-all” answers.