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As business and IT needs continue to evolve, Enterprise Service Management (ESM) is growing in popularity. With ESM, you can improve service delivery and efficiencies both in IT and across your organization or business in departments like human resources (HR), marketing, finance, legal, facilities and more.
While there are many different ESM solutions in the market, not all of them have the same features and capabilities and selecting the right tool for your business can seem like an overwhelming task. In this blog post, we will discuss the benefits of using an ESM tool and some must-have ESM features that you should look for when searching for the right tool.
The aim of ESM is to streamline processes, allow employees to quickly understand how decisions are made and provide customers and employees with better outcomes. By optimizing employee services through departmental portals, businesses can increase productivity and accuracy while providing top-notch customer service.
In short, ESM is an invaluable tool for businesses seeking the highest quality customer experience possible.
The benefits of using ESM as part of your service management strategy include:
To be effective, the ESM platform you select must have the following basic features:
Good ESM platforms provide:
When looking for an easy-to-use ESM tool, look for one that is no-code. A no-code ESM platform empowers users by allowing them to tailor their self-service portals, forms and processes to meet their specific needs WITHOUT the need of IT resources.
With the right codeless service management tool – everyone from IT to HR, facilities to marketing can set up their own customized portals and workflows with automation to handle requests – whether that’s for a name change of new hire onboarding in HR or a new work order or maintenance request in facilities for example.
In HR, you can use an ESM tool to handle service requests and workflows using a customized, branded portal that allows employees to select a specific service and the platform will automatically route the request in the right direction—things like requests to onboard/offboard a new employee, to initiate an FMLA request, name changes or even employment verification can be entered and managed through the portal.
In addition, the HR portal can have a knowledge base that houses all forms, documents and procedures that people within the company need access to.
In marketing, an ESM platform can be used to save time and stay organized. Anyone in marketing knows requests are always coming in from multiple departments. Those requests can range from mass emails to events, to communications, and more. The sheer volume of activity can be daunting – especially in larger organizations and businesses. And without formal a intake process and project planning/tracking – things can get lost.
Using an ESM platform, marketing can create a portal and have anyone with a request fill out a project form. This form can be routed to the appropriate person within marketing and they can create a ticket, or even a project, and track progress within the platform.
In addition, the portal can work as a central repository for all marketing collateral. Anyone needing a brochure, video, presentation or other marketing materials can come to the portal and find it themselves instead of sending an email request. And if that marketing material doesn’t exist, they can fill out a form on the portal to request its creation.
When a platform or tool is easy to use and customize, departments are more likely to adopt ESM.
While ESM is growing in popularity, it can still be hard to get buy-in for a new tool. For departments outside of IT, implementing ESM can seem like a daunting change. However, there are a few things you can do to help ease the transition:
Selecting the right ESM tool for your business is vital. With the right tools, you can improve your service delivery outcomes, optimize resource allocation, and decrease your administrative burden. Remember, the most expensive tool isn’t necessarily the best one for your business. The right ESM tool is the one that meets your unique requirements and helps you achieve your business goals.
Want to learn more about how other businesses are using Enterprise Service Management? Read TeamDynamix’s most recent market study with InformationWeek: State of Enterprise Service Management.
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