Build Your Empire: Expanding from ITSM to Enterprise Service Management
Speakers: Erin Tramble, Greg Serafinus
While the title of this session might be a joke, expanding your ITSM practice into Enterprise Service Management isn’t. Come learn about how NSCC leveraged our Service Desk application to support the strategic goal of the modernization and digitization of the work of other departments in our organization.
Taking the attitude of “anything that’s a service can be in a Service Desk application,” learn how we worked with teams including Human Resources, Finance, Occupational Health and Safety, and the Print Shop to define their services, workflows and reporting needs, deploying Service Desk applications in support of each department’s goals and objectives. Find out how NSCC went from having no ticketing system to users submitting more than 45,000 tickets a year across 7 Service Desk applications.
We’ll share the practical steps we took to secure employee and leadership buy-in, and how we managed change across diverse business units. You’ll hear lessons learned, pitfalls to avoid, and metrics that demonstrated value early. You’ll leave with actionable insights to position ESM as a driver of organizational efficiency, transparency, and customer satisfaction.
Learning Objectives:
- Understand the strategic shift from ITSM to Enterprise Service Management (ESM.)
- Identify how to define and onboard non-IT services into a Service Desk platform.
- Apply practical approaches to modernizing and digitizing departmental services.
Speaker Bios:
Erin Tramble is an experienced IT professional who has held a variety of service delivery and process-oriented roles across various industries including Human Resources, Telecommunications, Healthcare and Higher Education. She is currently the Manager of IT Service Management and Telecommunications at NSCC.
At NSCC, Erin has developed, deployed and improved several business processes, including Incident, Knowledge, Change and Service Catalog Management and Request Fulfillment. Under this program, NSCC has expanded from one IT Service Desk, to seven ESM Service Desks, with more on the way.
Greg Serafinus is a graduate of NSCC and has been with the college for over 25 years. He has held a variety of roles at the college, including as an Information System Specialist, and as an analyst with the Customized Learning Online and Learning Management System teams.
Greg is currently an ITSM Analyst, and works to support NSCC's seven Service Desk applications. He has been the primary ITSM Analyst involved in the development, launch and support of many of NSCC ESM Service Desks.