Enterprise Service Management: service delivery for any business area

Enterprise Service Management

The Enterprise Service Management (ESM) defines the methods and the organized administration of the supply and delivery of services, to the users of each company department: IT, Facility, HR, Supply Chain, Field.

The concept of Enterprise Service Management stems from the need to go beyond corporate and interdepartmental "silos": the corporate user is at the center and no longer has to wonder about which is the correct interlocutor to address his request to, or who can handle his/her problem. Thanks to this approach, it will be sufficient to address the notification, through a Service Desk and, in this way, the request will be automatically processed, through the activation of processes/services, necessary to provide the required service or support.


What is Enterprise Service Management?

The Enterprise Service Management is an integrated approach, to the management of corporate services that, through the adoption of support processes, coordination mechanisms, among involved different Organizational Units and single point-of-contacts, allows to improve the quality of the service and the satisfaction of its internal and/or external users.

The aim of Enterprise Service Management is to standardize and structure the communication processes, between the users and the IT department, leveraging the experience of the Information Technology Infrastructure Library (ITIL) methodology, widely used in IT Service Management.

In his article, Charles Betz, Forrester Principal Analyst, states:

Finally, ESM extends and broadens ITSM platform integrations and capabilities. Request, incident, problem, and change can be applied to some degree to any service.

This quote highlights how the Enterprise Service Management is an application of that well-established IT service management processes and extends their functionality to different business areas.


What is the relationship between ESM and ITSM?

The concept of Enterprise Service Management, as previously mentioned, finds its origins in the discipline of IT Service Management, matured through ITIL (Information Technology Infrastructure Library) best practices.
To the purpose of serving users better and better, Enterprise Service Management adds the one of easily and quickly providing IT answers, related to the needs of specific functions (for example, the Onboarding process, for Human Resources department) or business strategies.

Starting from established ITSM mechanisms, also ESM sees its principles, in the following aspects:
• the development of processes, roles and skills, aimed at improving quality, efficiency and transparency, in Service Management;
• the consolidation of operating models, based on Single Point of Contact (SPOC), and extremely user-friendly self-service systems, that allow improving User Experience and Customer Satisfaction;
• the introduction of coordination mechanisms, between Organizational Units and IT, or even between different clients and suppliers, that have allowed an integrated management of user requests;
• the affirmation of methods for measuring service levels, such as Service Level Agreement (SLA) and Operational Level Agreement (OLA).


Service Management processes efficiency, at Enterprise level

The benefits of Service Management, which, as we have seen, were initially tied to IT Services Management, have been embraced by various business areas, which have tried to understand how to replicate best practices, within their own departments, fostering the development of ESM.

Here are the main advantages that companies can obtain through Enterprise Service Management

Improved User/Customer Experience: the introduction of a request catalog, of a single point of contact and of a shared knowledge base, allows to improve the experience of each internal user, in terms of simplification, tracking and response times.

Offered services visibility: the introduction of service concept leads the company to question itself on the services it offers, improving the awareness of those provided (thanks to the centrality of Service Catalog), on one hand, and, on the other, the understanding of missing services.

Operational efficiency: the introduction of structured processes, approval workflows and automations allow to avoid reworking, loss of information, releases slowdowns, significantly increasing the efficiency of Service Management activities.

Transparent performance management: the tracking of all employee requests allows you to quantify requests and management time and move the organization, towards the definition of service levels.

Collaboration across business departments: integrated and fluid processes are created across the different departments, breaking down inter-company silos.


HelpdeskAdvanced for Enterprise Service Management

Pat's solution, HelpdeskAdvanced, boasts a consolidated experience, in the sector of IT Service Management and, in recent years, also in its extension to every company service, i.e. Enterprise Service Management.

Thanks to BrainBusiness, the heart of managed processes automation, HelpdeskAdvanced is able to meet the different service needs of the various company "departments", activating specific procedures for the provision of internal services, improving the quality and speed of delivery.

HelpdeskAdvanced has a dedicated portal, where the different service requests can be structured, in specific areas of the Service Catalog, by company department. The internal user, i.e. the employee, will no longer have any difficulty, in making the request: she/he will be able to open his own report, directly and in self-service, from a single point of contact, simple and intuitive.

In addition to the already well-known IT and Customer Service processes, HelpdeskAdvanced also manages those for HR, Field, Facility, Demand and Business.