IT Service Management vs Enterprise Service Management: Understanding the Difference
IT Service Management is the practice of managing IT operations as a service, but in an enterprise organization, IT is rarely the only group that
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Internally, organizations in the public sector, education, and healthcare tend to experience challenges stemming from bandwidth issues, the multitude of service requests, the increasing use and demand for technology, and the ongoing usage of disparate systems. These issues tend to cause resource constraints, gaps in service, and overall end-user grief.
Take something that is seemingly simple: onboarding a new employee. This overall function typically involves IT, human resources, security, and facilities. Usually, this means multiple requests into different platforms, perhaps a series of emails and maybe even phone calls. An enterprise service management (ESM) platform can help mitigate the back & forth.
In industries such as Education, Public Sector and Healthcare the prevalence of disparate systems and workflows tends to cause unnecessary gaps in service, time lags and poor use of resources. This is why IT leaders are moving toward a single platform approach.
One Portal. One Platform. One Enterprise Solution.
Imagine that instead of entering requests into multiple systems, there is a single portal that will take the initial onboarding request. Once the request has been submitted, it will parse out the tasks and assign the appropriate task to the various departments, such as requesting equipment from IT, clearance from security, badge processing from facilities and benefits onboarding from human resources.
IT teams also benefit and can manage the rollout of new software and servers, automatically route tickets and enable employees to submit requests via self-service tools. The possibilities are endless and will become even more sophisticated as states and municipalities develop smart city projects, integrate with the Internet of Things (IoT) and implement innovative mobile services.
¹ https://www.pmsolutions.com/articles/Government_PMO_Struggle_to_Prove_Value_JCB.pdf
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