Why You Should Be Using Enterprise Service Management (ESM)

Aug 14, 2017

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,” there has been a renewed interest in ESM.

The Growth of ESM & the Driving Forces Behind It

In a way, the growth of IT Service Management has had an enormous impact on the growth of Enterprise Service Management. ESM now makes sense for many 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 that they can use these automation techniques and workflows in various other business functions to make them more efficient. This seems practical as most businesses offer a selection of services to other business functions or employees, such as 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 of your organizational processes to increase efficiency. With ServiceNow ESM, you can use one centralized platform to create, consume, and support all your business functions.

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. Some of the many benefits of deploying ESM are: 

1). Self-Service Efficiencies & Reductions in Cost

Self-service efficiencies, along with automation of workflows and notifications via an ESM platform, allows a company to 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 Experiences

Automating workflows and auto-redirecting to support staff improves your corporate service by creating more instances of knowledge availability for your end users or your customers. By creating 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 praise.

4). Effective Communication & Increased Accountability

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

5). Integration Capabilities

One of 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 leverage 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, contact us today.


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Topics: Enterprise Service Management, ServiceNow, ITSM