[Blog] Benefits of moving ITSM beyond IT to Enterprise Service Management (ESM)
Enterprise service management (ESM) is an extension of IT Service Management (ITSM) tools, processes and/or best practices to non-IT departments, such as HR or facilities and other functional areas of the enterprise to better serve the needs of teams and individual employees.
Consider ITSM and ESM as points on a spectrum that begins with an ITIL framework where ESM is the practice of applying ITSM with a strategic approach for designing, delivering, managing and improving the way IT is used within an organization.
In this blog post, I’m going to walk you through to understand the benefits of extending your ITSM to ESM.
- Centralize the management of all your services – Enables you to centralize all your services on a single platform and eliminates the need of managing heterogeneous applications for various departments.
- Increases control and governance – ServiceDesk enabled with ESM makes the visualization of complex information easy through statistics, graphs and reports that will improve decision-making.
- Builds a productive and efficient working environment – Optimized processes, workflows, automation, and alerting can remove unnecessary manual efforts and reworks thus creates an efficient working environment. This is added to when self-service, where all the information they need is always available, is used by employees.
A stat from Simplilearn states that 61% of people in the business don't feel they have the technology they need to perform their job effectively.
- Raises the level of customer experience and satisfaction – Attain customer loyalty by ensuring a satisfactory experience. ESM efficient organizations enable deliver better quality service to customers by providing collaborative capabilities and multichannel services such as chat, phone, e-mail, self-service, knowledgebase, surveys and so on.
- Opportunities for Improvements – Increased visibility into the operational performance from ESM allows an organization to improve and streamline the processes. Streamlined processes lead to a better end product.
- Improves Collaboration between different departments – One of the biggest benefits of ESM is that it works to break down the silos that exist in many large enterprises.
Many large organizations are naturally independent. Internal departments don’t collaborate with each other unless they are directly in need of each other’s services. As a result, this creates a boundary within organizations that leads to a distinguished thought process for the company as a whole. ESM breaks through these boundaries by clearly showing ways for cooperation and introducing transparency in an organization’s processes. With the organization opened up, departments are free to expand their considerations to be more organization-oriented, rather than only for their immediate departments.
A stat from McKinsey & Company states that improved communication and collaboration through certain technologies could raise the productivity of employees by 20 to 25 percent.
The HDI survey asked: “How has productivity changed since the deployment of Enterprise Service Management?” With the majority of survey respondents stating that their organization had seen a productivity improvement, with:
75% of organizations seeing an increase (in productivity).
23% of organizations seeing no change.
2% of organizations seeing a decrease.
Download ServiceDesk Plus to take your first step towards streamlined Enterprise Service Management.
You want to check our previous post that explains the difference between ITIL and ITSM.