Enterprise Service Management (ESM) demonstrates how broadly applicable the processes and frameworks behind service management are. Although the principles were initially developed for IT, the scope of service management has widened considerably.
The right ESM implementation should further business goals, enhance customer experience, and even improve employee satisfaction. A survey of 500 C-Suite professionals found that 72 percent of business leaders felt that cross-department collaboration benefits employee engagement and experience. With ESM tools reducing silos within organizations and creating a collaborative ecosystem of tools and workflows, organizations have a unique opportunity to improve their operations holistically.
What Does a Successful ESM Implementation Look Like?
To create an effective ESM strategy, you first need to look at your existing processes to determine what should be refined. Tools from the Atlassian platform can help you achieve your goals of implementing ESM best practices, whether you’re trying to improve the efficiency of a single department by providing a modern service desk or improve the collaborative capacity of the entire enterprise through communication and project management tools. The combination of ESM principles and Atlassian tools can help you achieve your business goals.
Moving Into the Future
For example, when one of the world’s largest legal and business news providers turned to Praecipio to help them remove silos in their organization and transition from outdated tools and antiquated workflows. By implementing the full Atlassian platform, this organization standardized tools and practices across teams and projects, gained better performance insights, and provided developers with integration to code repositories.
With the help of a Jira and Confluence, this organization defined standardized processes that also accounted for the unique workflow needs of different teams. Praecipio leveraged Jira’s custom fields to meet the needs of individual workflows while also providing a standard for cross-project collaboration that keeps everyone on the same page.
From Ideation to Execution with ESM
When world-famous shoemaker Crocs sought to improve its innovation workflows, they turned to Jira Service Management. Praecipio helped Crocs replace their outdated method of creating tickets via Google Forms by implementing Jira Service Management (JSM), which automatically routed incoming innovation ideas and bug reports to the appropriate channels based on the request type.
Making the change to Jira Service Management enabled teams responsible for evaluating suggestions and implementing changes to quickly take a holistic view of new ideas via a simplified Jira interface. It removed the need to manually assign tickets and enabled employees to focus on more high-priority activities. Simultaneously, project managers were able to track tickets and gain valuable insights into workflows quickly.
Unique Challenges Demand Unique Solutions
When ACI Worldwide decided to make the switch from their legacy Customer Relationship Management (CRM) platform to a modern ITSM solution, some major challenges involving their operations were brought to light. With over 4,000 employees working in 34 countries and handling $14 trillion in transactions per day, this organization required a robust tool capable of operating on a massive scale and across diverse business teams — all while still being able to support the unique nuances of individual workflows.
They decided to partner with Praecipio to guide them through the process of implementing ESM strategies. Our team quickly identified that the organization lacked consistency across different teams since each of them had a unique way of working. To address this challenge, we implemented ESM best practices in combination with dynamic Atlassian like Jira, Confluence, and Jira Service Management. This enabled all departments standardize workflows, templates, data reporting, and processes, which improved service delivery across the enterprise.
We also worked closely with different teams to understand the unique needs of their workflows and created distinct custom fields and data reporting methodologies tailored to each department. Additionally, Praecipio assisted with establishing a universal language to improve interdepartmental collaboration and closely align teams with overall business goals.
After completing the ESM implementation, the worldwide leading enterprise experienced simplified workflows and operational efficiency across all departments, saving them $4 million in licensing fees year-over-year.