1. What is the Enterprise Service Management?
2. What is the relationship between the ESM and ITSM?
3. Efficiency of Service Management processes at Enterprise level
4. HelpdeskAdvanced for the Enterprise Service Management
The Enterprise Service Management (ESM) is a discipline that aims to ensure the efficient and timely provision of services to all business users, regardless of the department they belong to.
In other words, the ESM is responsible for defining how the services offered by the company to all its employees are managed, whether they belong to the IT, Facility, HR, Supply Chain or Field areas. The goal of the ESM is to make business services as accessible and usable as possible, in order to contribute to the efficiency and well-being of the organization as a whole.
The concept of Enterprise Service Management stems from the need to overcome business silos that think independently and do not include any kind of interdepartmental collaboration in their workflows. In this way, the business user is at the center and no longer has to wonder about which is the correct interlocutor to whom to address the requests or who can manage your problem.
The use of the ESM in fact allows to simplify the request, and consequently, the receiving of corporate services through the use of a Service Desk. In practice, when a user needs support, it will be enough to address the report to the Service Desk, which will automatically manage the request through the activation of the necessary processes and services to adequately meet the request.
What is the Enterprise Service Management?
The Enterprise Service Management is a philosophy of business management that is based on the integration of all the services provided by the company, in order to optimize the efficiency and quality of the services offered. This approach aims to ensure uniform and consistent management of business services by providing a single point of contact for all internal and external customer requests. In this way, Enterprise Service Management can increase customer satisfaction and improve the quality of the service offered.
The objective of Enterprise Service Management is to standardize and structure the communication processes between users and IT department, using the experience of the Information Technology Infrastructure Library (ITIL) methodology widely used in IT Service Management.
Charles Betz, Forrester Principal Analyst, in his article affirms that:
"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 the same processes, now consolidated, of IT service Management and extends its functionality to the different business areas.
What is the relationship between the ESM and ITSM?
Enterprise Service Management (ESM), as previously mentioned, arises from the IT Service Management discipline, and grew through the best practices ITIL (Information Technology Infrastructure Library).
In addition to providing the highest level of user satisfaction, ESM’s goal is to support fastly and effective IT services and solutions to meet the specific needs of business functions or processes. For example, the HR department could leverage ESM to implement onboarding processes for new employees.
Starting from the established mechanisms of IT Service Management, as well the Enterprise Service Management sees in the following aspects its principles:
• development of processes, roles and skills aimed at improving quality, efficiency and transparency in the management of IT and other services;
• strenghtening of single point of contact (SPOC) as operating models and the extremely user-friendly self-service systems that improve user experience and customer satisfaction;
• the introduction of coordination mechanisms between Organizational Units and IT, or even between different client companies and suppliers that have allowed an integrated management of the user request;
• the establishment of service level measurement methods, such as Service Level Agreement (SLA) and Operational Level Agreement (OLA).
Efficiency of Service Management processes at Enterprise level
The benefits of Service Management, as we have seen, were initially related to the management of IT teams and their tasks. Later, other business departments tried to understand and replicate for its own taks the best practices used by the IT, in order to provide added value within their own directions.
Here we list some of the main benefits that companies can achieve through the adoption of Enterprise Service Management:
• Improved User and Customer Experience: the introduction of a requests catalog, of the single point of contact and a shared knowledge base allows to improve the experience of each internal user, in terms of simplification, tracking, response time 24 hours.
• Visibility of the offered services: the introduction of the service concept leads the company to question the services it provides, improving on the one hand the awareness of those provided (thanks to the centrality of the Service Catalog) and on the other the understanding of the missing services.
• Improved operational efficiency: the introduction of structured processes, approval workflows and automations prevent reprocessing, information loss, delays in releases, making the management of all IT operations significantly more efficient.
• Clear performance management: track to quantify and manage every employee request in order to evolve the organization towards the definition of service levels.
• Increased business agility: create integrated and seamless processes across departments, to break down inter-company silos and foster internal collaboration.
HelpdeskAdvanced for the Enterprise Service Management
HelpdeskAdvanced, Pat's solution, is a consolidated technology in the field of IT Service Management and consequently in its extension for every business service, that is the Enterprise Service Management.
Thanks to BrainBusiness, the heart of the automation of managed processes of every Pat's solution, HelpdeskAdvanced is able to respond to the different service needs of the various departments of the company, activating specific internal service delivery procedures, improving the quality and speed of delivery.
HelpdeskAdvanced has a dedicated structured portal within the Service Catalog, where different service requests, for each business unit, can be defined. The internal user, that is the employee, will no longer have difficulty in making the request because in a direct and self-service mode, it is possible to report from a single point of contact, in a simple and intuitive way.
HelpdeskAdvanced is an essential tool for the companies that want to optimize the management of their services and their activities. In addition to the well-known IT and Customer Service processes, HelpdeskAdvanced also manages HR, Field, Facility, Demand and Business processes.