The Drivers and Benefits of Enterprise Service Management (ESM)

Like many trends of this current era, many experts are calling “Enterprise Service Management” (ESM) a decade-old fresh trend. Building on from existing trends of “BYOD,” “cloud,” and “shadow IT,” renewed interest in enterprise service management has gathered pace off late. IT service management (ITSM) itself is a hot topic right now.

The Growth of ESM & the Driving Forces Behind It

In a way, the growth of ITSM has had an enormous impact on the growth of enterprise service management. ESM now makes sense for more and more organizations since they’ve witnessed first-hand results with ITSM and the benefits of the automation of IT—such as improved operational efficiency and a significant decrease in downtime.

Companies now believe they can use these automation techniques and workflows in various other business functions to make them more efficient. This also seems practical as most businesses offer a selection of services to other business functions or employees viz. HR, Legal, Infrastructure, Finance, Security, Engineering, Sales, Marketing, and even Customer Support. By opting for an ESM perspective over an ITSM-only focus, your organization can deploy the capabilities of IT service management throughout your enterprise for all other business functions.

The consumerization of IT, along with the increased availability of SaaS models and managed service providers, has drastically reduced the cost of such services in the long-run for companies. The lower cost barrier has also had a significant effect on the market share gain of ESM solutions.

Benefits of Enterprise Service Management

Solutions, such as ProV’s enterprise service management tools from ServiceNow, have brought together all these departments under one umbrella to streamline all your organizational processes while increasing efficiency. With ServiceNow ESM, you can avail one centralized platform that can create, consume, and support all your business functions through a standardized technology platform.

By enabling an enterprise-wide solution, you will not only be implementing new technology, but it will bring parity between IT and other departments to deliver service-based solutions. Deploying ESM has many benefits and a few of them are listed below.

1) Self-Service Efficiencies & Reductions in Cost

Self-service efficiencies, along with automation of workflows and notifications via an ESM platform, bypass cumbersome and unnecessary manual efforts. Self-service also reduces the amount of calls or tickets your support staff must attend to, resulting in lower downtime and eventually contributing to higher ROI and cost-efficiencies.

2) Increased Control & Monitoring

Other than a few legacy systems designed for a specific business function like some customized HR systems, most business functions other than core expertise in IT are "flying blind." Organizations often rely on emails, spreadsheets, and an employee’s personal organizational skills to ensure efficient and effective interactions between the user and the service provider. ESM tools solve this conundrum by providing data for analysis and pivoting around benchmarks set.

3) Better Service Delivery and Customer Experience

Automating workflows and auto-redirecting to support staff ups your corporate service providing game by creating more instances of knowledge availability for your end users or your customers. By opening a centralized service delivery model, you leverage the collaborative capabilities of all your internal staff (not just IT) to provide a seamless customer experience that will win you plaudits.

4) Effective Communication & Increased Accountability

By using a single point-of-contact for all your processes, you increase visibility and communication between all channels within your organization. This helps you better allocate resources depending on the situation at hand and the skillset of your employees. Effective communication between all resources allows you to have better accountability for your processes and employees.

5) Integration Capabilities

One the best things about opting for an ESM solution is that platforms like ServiceNow allow separate integration capabilities for additional functions as your business grows. This means that you do not have to invest in a new customized system every time you add a new business function to your portfolio. You can now develop and integrate various agile operating models to accommodate new products and service models. It is easier for your employees to keep the familiarity of one platform alive, while also negating the need for training costs for each new system.

ProV’s hands-on pragmatic experience in complex projects for worldwide clientele helps you in leveraging the best of the ServiceNow platform today, while also positioning your company for future successes. To learn more about how we transform and streamline not just your IT, drop a comment below or contact us today.


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