Beyond IT—Managing the Product and Service Duality Across the Enterprise

Beyond IT—Managing the Product and Service Duality Across the Enterprise

As organizations move toward a unified digital operating model, the traditional boundaries between Products and Services are dissolving. Today, Service Management is no longer a technical silo; it is the framework for how every department—from HR and Finance to Marketing and Operations—delivers value. This session explores the nuances of managing this duality and the cultural shift required when Service Management "bleeds" across the entire enterprise.

Join our panel of ITIL Ambassadors as we investigate how to balance the stability of high-quality services with the continuous innovation of modern products. We will examine real-world scenarios where Enterprise Service Management (ESM) has successfully broken down departmental silos, creating a seamless experience for both employees and customers. This webinar provides the strategic blueprints needed to manage complex value streams that span the whole business, ensuring that your organization’s digital transformation is felt in every corner of the enterprise.

Key Takeaways & Learning Outcomes

1. Differentiate and Integrate: Define the distinct characteristics of Products versus Services in a modern business context and learn how to manage them as a cohesive, integrated lifecycle rather than competing priorities.
2. Master Enterprise Service Management (ESM): Identify the key success factors for scaling Service Management principles into non-technical departments to improve cross-functional efficiency and employee satisfaction.
3. Optimize Cross-Enterprise Value Streams: Learn how to map and manage value streams that cross departmental boundaries, ensuring that "the business" and "IT" are working toward a singular, measurable outcome.