Gartner® Insights: Building a Successful ESM Program

This Gartner report explains how to achieve ESM success by establishing a center of excellence (COE), choosing the right platform, and using performance metrics to gauge success.

Over 90% of ESM inquiries focus on technology. Discover key steps to achieving ESM program success beyond tool selection:

  • Build early stakeholder buy-in across business functions.
  • Establish an ESM center of excellence (COE) to align people, processes, and tech.
  • Prioritize quick wins like case management, service catalogs, and service-level management in year one.
  • Use both quantitative (e.g., SLA, MTTR) and qualitative (e.g., CSAT, portal usability) metrics to track success.
Gartner’s Framework for ESM Program Success. Objectives are mapped to key elements. Stakeholder buy-in includes Functional partners, Transformation goals, and Budget commitment. People, process, and technology alignment includes the ESM COE, Roadmap definition, and Platform selection. Program governance includes Governance, Agile delivery, and Value management.