Companies must adopt new processes with simple, catchy names to adopt them successfully. Enterprise service management is one such example. The term enterprise service management (ESM) may be new, but the concept isn’t—and you’ll hear this a lot from ESM adapters and promoters. Thus, a lot of businesspeople often ask us, “What is enterprise service management?”
What is Enterprise Service Management?
ESM Solutions offers an Improved platform for enterprise services. ESM solutions extend ITSM platform capabilities beyond technology services to also address business-centric use cases (e.g., facilities, HR, and travel); managing service demand and supply via a common platform and portal; a customizable service catalog; and workflow automation through platform-as-a-service (PaaS)/low-code development tooling.
As operations in the workplace involve multiple departments in between processes, ESM aims to achieve customer satisfaction through shared service management and shared processes. Take onboarding as an example; where it is an HR process, the IT department will also have its departmental operation, such as recording a laptop taken out of inventory and the assets assigned to the new employee.
With such purposes in mind, case management with SLA and workflow automation become the primary characteristics of ESM to ensure that the end-to-end service lifecycle is executed thoroughly and can be traced by not only the fulfillers but also all other involved parties.
From the user experience perspective, having several different platforms for employees and customers to report issues and initiate service requests would not be effective. To streamline the process, organizations must provide a unified platform or portal that allows customers to perform all necessary tasks in one place.
How Can Enterprise Service Management Help Your Business?
Take a few moments to deep dive into the operations of your company. It is easy to notice most processes cannot be separated from service. From HR operations like issuing verification letters for travel visas to facility personnel responding to elevator malfunction reports, service is key across the business functions of an organization.
Often, we could handle these issues fine with just emails and phone calls, but the lack of a systematic approach decreases the visibility and accountability of the issue.
In such cases, a powerful ESM solution not only helps your organization track the progress of each process step with SLA measurements but also enables all involved parties to understand why an operator is stuck at a specific process so that escalation can be managed to resolve the issue sooner. Why does it matter? Because in the end, when an issue could be resolved sooner, the only outcome you have is happy employees and customers.
From the unified portal for navigating various service requests to streamlining processes across departments, ESM could drive greater engagement, productivity, and satisfaction while lowering organizational costs.
7 Benefits Of Enterprise Service Management
Service management software helps people in a company communicate smoothly with the service desk, such as the IT department or another internal team. It does this by making tickets that can be tracked and following best practices.
Certainly, there are more advantages to utilizing an ESM solution. Here are seven benefits and real-life instances of ESM being put into practice.
Improved Efficiency And Reduced Operational Costs
Using Enterprise Service Management’s consistent procedures, businesses can reduce costs by up to 50% and boost productivity by around 30%. This improved efficiency will also reduce overall operational expenses because issues will be resolved faster, minimizing downtime.
Another method ESM can use to cut expenses is by keeping tabs on a company’s belongings and gear. This becomes especially important in a fast-evolving, work-from-anywhere setup. Items like equipment and other valuable assets, which employees might have taken home, can only be monitored using specialized software linked to an ESM system.
Maximize The Roi On A Corporate ITSM Solution
You can anticipate a huge boost in your return on investment by utilizing an ITSM tool that comes at a reasonable cost, commonly referred to as TCO, for Enterprise Service Management (ESM). This is crucial because it implies that as more individuals employ this corporate ITSM solution, the ROI improves compared to solely applying the software for IT purposes.
Enterprise Service Management Maximizes Self-Service Efficiencies
Incorporating ESM alongside self-service tech supercharges self-service efficiency. Various self-service features, such as searching for and sending in HR inquiries, facility requests, marketing needs, or any other requirement, collaborate to enhance ESM tool utilization and amplify productivity.
ESM helps companies get the most value from their ITSM tool, and self-service does the same for ITSM or ESM tools. To determine the ROI of self-service tech and service management, please ask for a detailed calculation here.
Improve Collaboration And Communication Across Your Company
Streamlining work procedures with Enterprise Service Management helps improve communication and teamwork when handling requests and onboarding. Moreover, ESM simplifies remote collaboration for a smoother workflow.
Imagine you’re collaborating on a project with a remote colleague and require a central spot to monitor notes or the issue-solving progress. If you’re at the company office and see a facilities request has been open for an extended time, you can review the ticket notes and reach out to those involved using the same ticket.
This approach speeds up the resolution process. If a ticket needs escalation, you can handle it effortlessly without resorting to numerous calls or emails.
Allowing employees to work from different locations and manage their work more efficiently increases their morale and encourages them to remain loyal to the company. When you offer your employees a seamless, all-in-one experience, it can turn their frustration into contentment. Moreover, integrating these communication channels allows information to flow more smoothly.
Improve Visibility And Governance Within The Organization
Employees can benefit from observing each other’s progress, and managers can effectively monitor project and ticket status through an ESM solution. This enhances transparency, granting managers the understanding to lead effectively without excessive supervision or time wastage. Moreover, it offers valuable information about places employees might require extra assistance.
Moreover, self-service software demands fewer resources and a simpler approach to overseeing a remote team. This allows leadership teams to have more time to address strategic matters. Managers can update the knowledge management database and self-service portal rather than push for new training when a procedure changes.
Business leaders can find value in software, too, as it helps gather and analyze data about resource allocation, productivity, and team performance. People responsible for monitoring internal operations to meet quality standards can also enjoy better insights thanks to Enterprise Service Management software.
Improve Standardization Within Your Business
Having consistent rules and standard procedures throughout the organization can make things smoother for employees and teams. Utilizing a self-service portal, a knowledge management database, and an Enterprise Service Management solution means employees will only have to waste as much time looking for procedures that might need to be updated.
Let’s consider this as an example: standardizing ESM makes onboarding and getting answers easier. When a new employee needs to look for information in a shared drive or interact with various departments that use different communication methods, it can take up a lot of time. ESM simplifies this by allowing new hires to access a portal and connect with colleagues using a consistent approach. Ultimately, this can significantly reduce the time spent onboarding and resolving customer issues.
Deliver A Better Customer Experience
When workers don’t have to hunt for solutions or go through complicated processes in the company, it makes things smoother for customers on the outside.
Let’s talk about requests for fixing things at a place. Picture this: a light in a convenience store is broken and needs fixing or replacing. Using ESM, store workers can quickly ask for help, which goes to a repair person. Everyone can see how things are going. So, the light gets fixed faster, and keeping customers and workers safe is a big deal. But if asking for help is hard, the light stays broken longer. People might not notice other problems because it’s too dark, or it could be risky because cameras can’t see well. Waiting like this can cost more, as employees and customers might need to be more safe.
When employees can communicate requests within different company parts more efficiently, it improves customer experience.
Future Outlook Of ESM
While ESM is increasingly embraced, businesses continue discovering its advantages and embracing ESM solutions. Knowledge management, AI technology, chatbots, self-service options, and predictive analysis paint a promising future for ESM.