Treat ESM as a business initiative, not an IT project - Enterprise Service Management involves changing traditional working methods and requires organizational Change Management tools and techniques.
2. Share optimized ITSM capabilities - Don't extend sub-par capabilities to other business functions. Ensure ITSM capabilities are refined before sharing them.
3. Communicate ESM benefits in business terms - Use terms like digital enablement or transformation to resonate with colleagues outside of IT. Emphasize advantages such as improved employee experiences, agility, cost savings, and reduced risk.
4. Consider differences between business functions - Each function may have varying levels of interest, priorities, capacity for change, objectives, working practices, and terminology.
5. Avoid a rushed "big bang" approach - Go for a phased approach, starting with a specific business function or capability shared across all functions. Learn from smaller groups to benefit the wider implementation.