Beyond IT: Unlocking the Power of Enterprise Service Management

Service management isn’t just for IT anymore.

As businesses adapt to faster cycles, leaner teams, and rising customer expectations, the same principles that transformed IT can now unlock value across the entire enterprise.

In this session, Mark Edwards will explore how forward-thinking organisations are extending service management into teams like customer service, HR, and marketing.

With practical examples and real-world use cases, mark will show how Enterprise Service Management (ESM) is driving measurable improvements in efficiency, collaboration, and experience—while positioning companies for long-term growth.

What You’ll Take Away:

• Cross-functional efficiency: Learn how ESM can unify workflows across business units to reduce friction and improve productivity.
• Experience as a differentiator: See how leading teams are using ESM to elevate employee and customer experiences, not just manage them.‍
• Growth through collaboration: Discover how extending service management unlocks innovation, agility, and new opportunities across your organisation.

The Collider Space, Stone & Chalk ScaleUp Hub

477 Pitt Street, Haymarket NSW 2000, Sydney

Mark Edwards, Principal Technical Architect ITSM, Atlassian
Rob Castaneda, CEO & Founder, ServiceRocket