36. How to implement ESM in your business and not die trying, with Darren Rose

Expanding the Service Management mindset outside the IT department certainly has its challenges and roadblocks. Darren Rose (FSP) shares his thoughts on the matter and offers ideas about where to start, how to deal with the difficulties and put stakeholders in your pocket, and how to adapt to change and provide autonomy to your teams. Plus, he reflects on the two types of service touchpoints needed to provide good service.

Darren Rose is a Service Management Consultant at FSP and has worked for more than 15 years in the construction industry in roles related to service delivery. He's an expert in ITSM and ESM implementations, as well as Service Architecture and Design.