Seminar Digest: Bridging the Silos with ESM
We’re pleased to share a digest of our recent webinar, “How Can We Scale the Impact of ITIL Across the Organization? – Breaking Down Silos and Driving Productivity with ESM,” held on December 1, 2025. Thank you to everyone who joined us live or caught the rebroadcast by January 22!
The digest video of the seminar is here, with English subtitles.
For those who couldn’t attend, we’ve summarized the key takeaways below, following a brief explanation of key terms.
Key Terms
What is ESM?
ESM stands for Enterprise Service Management. It’s an approach that extends ITIL principles—originally developed within IT departments—to non-IT functions such as HR, General Affairs, Accounting, and Sales. By applying ITIL’s best practices across the organization, ESM helps improve operational efficiency and strengthen cross-functional collaboration. It’s gaining attention as a key strategy for breaking down silos and building organization-wide service excellence.
What is ITIL?
ITIL stands for Information Technology Infrastructure Library. It is a globally recognized framework that systematizes best practices for delivering and managing IT services. By standardizing and streamlining IT operations, ITIL helps organizations enhance service quality and operational performance.
Session Highlights
Hideto Nakayama President, NCCS / ITIL 4 Master
“ITIL Isn’t Just for IT!”
As a certified ITIL 4 Master, Mr. Nakayama shared real-world examples of applying ITIL principles beyond IT. Drawing from his extensive experience, he demonstrated how ITIL can be effectively leveraged in departments like Accounting and other non-IT areas to drive consistent service delivery and operational improvement.
Yoshihiro Iwase Strategic Partner Alliance, monday.com K.K.
“Enabling ESM with monday.com”
Mr. Iwase introduced real customer use cases to illustrate how monday.com’s flexible workflow design supports ESM implementation. He explained how cross-departmental information sharing and workflow visibility can significantly enhance organizational productivity.
Daisuke Okuda Founder, Access Lab LLC
“ESM in Action: A Live Demo of monday service”
Our CEO, Daisuke Okuda, presented a live demo of “monday service,” showcasing how ESM can be implemented in practice. Participants got a firsthand look at how monday.com enables cross-functional process improvements through real-time collaboration and visualization.
Closing Thoughts
If you’re looking to expand the impact of ITIL or eliminate silos between departments, ESM is a concept worth exploring. We hope this webinar provided valuable insights to support your organization’s transformation journey.
At Access Lab, we offer consulting and implementation support for ITIL, ESM, and monday.com-based workflow optimization. Feel free to reach out—we’re here to help!
📩 Contact us: https://wkf.ms/3C0OMqH
🌐 Website：accesslab.co.jp 📺 YouTube：@re-skilling