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 offers services. That’s where Enterprise Service Management (ESM) comes in. The issue in many enterprise settings, however, is not everyone has an organized system for requests in the same way IT does. What does this mean? Without a formal service management process in place, you risk losing the following:
ESM helps to fill in the gaps and address these areas, leading to better efficiency, lower operation costs, improved service levels and increased satisfaction.
In an organizational setting, the idea of ESM is often introduced through IT so it’s important that the platform you chose to run your ESM works well for ITSM. The goal with an ESM platform is to have ONE central hub for all services, both internally and externally. This means employees and customers have a single place to go to for IT support; to ask an HR question; reserve equipment; or submit a name change.
A well-designed ESM platform has functionality sophisticated enough for an organization’s IT service management needs, BUT is easy enough to understand and use for all departments. With the right vendor – HR, Marketing, Sales, Legal and IT can all use the same ESM tool for their needs.
To successfully implement ESM across your organization every department or group needs a solution built purposely for them. Follow these do’s and don’ts to set your organization up for success:
Want to learn how enterprise companies are using ESM to level up their ITSM operations and scale their service management offerings? Check out these customer stories:
To learn more about how you can work better together with IT Service Management and Enterprise Service Management visit www.teamdynamix.com/products.
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