ESM distinguishes itself from traditional IT services by extending the principles of ITSM to non-IT departments. While traditional IT services focus primarily on managing IT infrastructure and providing technical support, ESM broadens the scope to include all areas of an organization.
For example, in a traditional IT service model, a request for employee onboarding might involve multiple departments, such as IT, HR and facilities. Each department may have its own systems, processes and workflows, resulting in fragmented and inefficient service delivery.
With ESM, these departments can collaborate on a shared platform, automate their respective tasks and integrate their systems. This streamlines the onboarding process, reduces delays and improves the employee experience.
In fact, HR and onboarding/offboarding are where many companies chose to start their ESM journey.
At Pima County, for example, they are using TeamDynamix to facilitate an ESM approach to service management and delivery using TeamDynamix ITSM, PPM and iPaaS on a single platform.
When it comes to onboarding new hires, the county’s goal is to have new employees arrive on day one with everything they need to get to work, “You don’t need to waste so much time when it comes to onboarding,” Mark Hayes, information technology leader, said. “It really is such a sour experience for a new hire to come in, in this day and age, and sit around for three days waiting on their computer to show up. We need to get out of that mode and iPaaS is going to help us do that.”
In addition, using iPaaS to automate offboarding will save countless hours for a process that is normally very manual and heavily audited as Pima County is a government entity.
“As a government organization we get audited by the state every year and they want to know what these stale accounts are doing sitting here,” Hayes said. “Offboarding is currently a very manual process – having to review the list from HR of people who are no longer employed with us and manually revoking their privileges from all the different systems and software and disabling their accounts. There’s absolutely no reason for that to not be automated. iPaaS is going to help us a lot with this and save us time.”