Enterprise Service Management solutions are beginning to make their way into every part of the organizational structure, breaking down silos and improving how teams work. Service Management uses IT Service Management (ITSM) capabilities in other business functions to improve operations and outcomes.
The best way to understand how Enterprise Service Management solutions can transform your organization is to discuss the value that a Service Management approach brings to your teams.
While Enterprise Service Management might still be relatively new in people's minds, despite being a "thing" for over a decade, ITSM has been evolving for over three decades. There are many reasons for its success, including the following benefits that apply to both ITSM and Enterprise Service Management scenarios:
These benefits are all then enabled and enhanced by using fit-for-purpose technology in the form of an ITSM tool that offers capabilities such as digital workflows, self-service, service request catalogs, knowledge availability, automation, and orchestration, collaborative abilities, and anytime and anyplace access.
Enterprise Service Management not only delivers optimized capabilities and a better service experience but also allows the service provider/receiver "dynamic." Service provider capabilities are now designed around the employee's needs rather than individual corporate service providers, such as human resources (HR), facilities, IT, etc.
There are many enabling capabilities provided by an Enterprise Service Management tool, as outlined earlier, that can be directly translated into benefits for service requesters, service provider staff, and your organization as a whole. For example, employing fit-for-purpose technology allows you to:
In addition to the traditional people and process technology-enablement, the growing availability of artificial intelligence (AI)-based capabilities in enterprise service management tools provides even higher levels of available benefits. For example, through intelligent automated ticket triage or chatbots as the first customer touchpoint. The impact of AI on enterprise service management will be covered in more detail in a future blog.
As you can see, the benefits of employing an Enterprise Service Management tool cover a broad spectrum of areas that impacts overall organizational performance. Like you, we examined business professionals about their adoption and thoughts regarding Enterprise Service Management tools. You can download the 2021 State of Service Management report here. Additionally, if you're still unsure if you should be calling it ITSM, ESM, or SM, you can check out this blog.
If we've convinced you that Enterprise Service Management tools can help you reduce friction, increase transparency, and increase your return-on-investment, then reach out, and we'll be in touch.