The Next Wave: A Modern Approach to Enterprise Service Management with Forrester and Atlassian

The benefits of service management extend beyond traditional IT teams. Join Forrester and Atlassian to explore the modern world of Enterprise Service Management (ESM) and learn practical tips on how to extend ITSM across your organization.

Digital tools are essential to getting work done across the modern enterprise - no matter which team you're on. Enterprise Service Management (ESM) is the next wave of delivering value for your organization. By extending IT service management (ITSM) processes and tools across your organization, IT teams can enable seamless and integrated work for all teams - from development to HR, facilities, and beyond.

In this webinar, join experts Charles Betz, Principal Analyst at Forrester, and Paul Buffington, Principal Solution Engineer at Atlassian to learn:

  • What is Enterprise Service Management (ESM), and how it's different from ITSM
  • Best practices for IT teams to enable digital work across the organization
  • Tips and tricks to take ESM from concept to reality, based on actual Atlassian customer examples 

If you’re not able to attend, feel free to register and we’ll send you a recording right after the session.


Charles Betz

Principal Analyst, Infrastructure & Operations

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 retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.

Paul Buffington

Principal Solution Engineer, ITSM

As a member of the Atlassian Enterprise team Paul is responsible for helping customers redefine the shape of modern ITSM. His passion for all things IT is driven by 15+ years of consulting in the industry. His expertise spans the Atlassian products but also goes beyond the technology to helping teams improve the way they work. Paul enjoys spending time with family and their three golden retrievers on the Oregon coast. Hiking and photography are a perfect weekend for him.