Enterprise Service Management (ESM) only delivers lasting value when it becomes part of how the organisation runs, not just another platform rollout.

In this session, ESM transformation expert Lorna Brown and AUSTRAC leaders Sam Gounder and Julie Wynn will share how they built organisational readiness, aligned people, process, change and delivery, and used blueprinting to set a clear direction for their ESM journey. They will explore a practical “ESM staircase” – where to start, how to deliver credible quick wins, and how to scale safely across the enterprise.

Attendees will gain concrete patterns and examples to help turn ServiceNow‑enabled ESM into a sustained enterprise capability rather than a one‑off implementation.