ENTERPRISE

WHAT IS ENTERPRISE SERVICE MANAGEMENT?

Enterprise Service Management (ESM) is the capability to run operations across several business directions through a single app or system allowing you to manage it all. It includes but is not limited to: IT, Project Management, Human Resources, Facilities, Fleet, and even Accounting — literally any department that provides any service.

ESM is normally operated through an enterprise service management software platform giving departments an opportunity to service their users in a modernized and budget-friendly way.


ESM VS ITSM

IT people will recognize ESM as basically an extension of the already existing concept of information technology service management (ITSM).

ITSM enabled companies — IT teams in particular — to realize automation and digitalization of a bunch of core IT services. This same concept is now being applied to other departments and services within a company.

In short, it's taking what works well in IT service management (ITSM) and applying it to the entire enterprise. ESM adopts two main elements of ITSM:

1) Service management theories and principles;
2) Structures and technologies, such as:

  • service desks;
  • incident request and change management software;
  • self-service (knowledge management, chatbots, etc.);
  • automation.
Having tons of experience with managing fail-safe ITSM solutions, companies like CREW Technology are perfectly trained to help different businesses all over the world build an enterprise service model and implement ESM software.


TOOLS OF ENTERPRISE SERVICE MANAGEMENT

Choosing ESM tools to support your ESM implementation, look for features like:

  • Integration of DevOps into your service management activities.
  • Extensive support of non-IT cases.
  • Service intelligence (machine learning, change management optimization, self-service tools and chatbots).
  • Business workflows.
  • Mobile features.


DO I NEED ENTERPRISE SERVICE MANAGEMENT?

ESM adepts claim that the system works for practically all business units. It is the decision of each particular organization to prioritize the distribution of ESM across their processes.

At CREW Technology, we believe that it is smart to start implementing ESM among teams that are:
  1. receiving a good number of requests on the same topics;
  2. delivering time-sensitive requests that are tracked and managed;
  3. acting as a process's gatekeeper by providing approval or moving action forward;
  4. providing frequent standard reports.


ESM common examples:

Customer service. Dealing with a high volume of requests, considering both easy-to-solve ones and those requiring research and advanced expertise.

Human resources (HR). Managing leave, health plan and training requests; staffing; salary inquiries and new employees onboarding.

Accounting and finance. Approving expenses, sending invoices, tracking payments.

Creative and marketing teams. Stock images and templates creation. Implementing product changes to the website, deadlines tracking.

Legal. Reviewing and approving documents, requests for standing contracts/forms, certifying documents.

Depending on the scale and quality of ESM implementation within your company, you may expect certain benefits.

Consulting our clients on ESM, we emphasize the necessity of growing their ROI with the use of intelligent, tech-enabled systems able to drive their business through times of uncertainty and unforeseen changes.
BENEFITS OF ENTERPRISE SERVICE MANAGEMENT
More productivity
Your team will respond to requests quicker, all in one system, emptying inboxes and decluttering employees' minds.
More visibility and control
Established reporting techniques and reliable metrics offer a high level of clarity, with spot-on problem identification
More user satisfaction
Sharp definition of roles and responsibilities will launch chain reaction. Happy internal users, satisfied with request expectations, will lead to happy external customers.
READY TO GO ESM?
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