The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report today.
We’ll show you some of our best situations and show you exactly how to execute them to get immediate results. The best part is, iPaaS tools often feature easy-to-use click and drag functionality, meaning you don’t need a dedicated employee building integrations and workflows.
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The Info-Tech ranking report offers a unique view of the market based entirely on in-depth customer interviews. Download the Info-Tech ITSM Quadrant and Customer Viewpoint report to gain a better understanding of key vendor strengths and emerging market requirements.
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. The goal of ESM is to improve customer satisfaction by providing better service delivery. This means faster response times, better customer service and improved efficiency. By implementing ESM in your organization, you can improve customer satisfaction, reduce costs associated with service delivery and increase employee productivity through the automation of manual tasks.
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 of 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; 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.
When implementing Enterprise Service Management (ESM) it’s important to also consider your project management tools and processes – especially if you’re working with limited resources.
By bringing ESM and Project Portfolio Management (PPM) together – you can gain a 360 view of your entire organization. Every project, problem and service request– it’s all at your fingertips.
When using ESM and PPM together, for example, your marketing department can leverage ESM to manage requests for event support, while leveraging PPM to manage the actual event. By combining ESM and PPM, the marketing team can see all their work and available resources within a single tool.
By having that single view of all projects and resources across your ENTIRE organization, companies are better equipped to face these challenges head-on.
In addition to bringing ESM and PPM together, some companies are also exploring the benefits of adding integration and automation through a tool like iPaaS (integration platform as a service).
iPaaS is a codeless integration platform that includes out-of-the-box connectors to popular systems such as Workday, Office365, Active Directory, Amazon Web Services, and more. With iPaaS, organizations can easily build integrations and automated workflows connecting various technology systems using a codeless, drag-and-drop visual workflow builder, streamlining the delivery of services even further. The platform can be used to facilitate integration and workflow around any ecosystem such as Salesforce for marketing, or HRIS for HR.
At Winston-Salem University Derrick Hargrove and his team in the Office of Information Technology, are using iPaaS to automate processes throughout the University that directly impact service resolution times whether in IT, the Office of the Registrar, the financial aid office or human resources.
Hargrove said the university started building iPaaS workflows to address various challenges they had with both system access and access to various apps and software provided to students, employees and faculty at the university.
“By creating these workflows within iPaaS we are able to save a significant amount of time,” Hargrove said. “Previously we’ve had situations where system access has held up a ticket so having the automated approval and access granted through iPaaS has helped us avoid those issues. And when you have people who need certain access or software to do their jobs, it’s nice to be able to provide that almost immediate resolution. It’s been a big win for us.”
The university has flows in place to grant system access based on different groups within Active Directory. Those same groups are utilized to run flows to grant access to things like Microsoft Teams and Adobe Creative Cloud.
A recent market study shows that as IT organizations plan for the future of service management, only about three in ten organizations have a formal ESM program to leverage ITSM principles outside of IT. However, work on this front is clearly underway.
Even though many respondents may not have an ESM program on the books, half the organizations have extended their ITSM or ticketing platform for use in managing work in other departments. Approximately a quarter of organizations say they’ve deployed ESM in more than two departments outside of IT.
And this isn’t surprising.
To successfully implement ESM across your organization every department or group needs a solution built purposely for them. A failure to do this will result in the failure of scaling your ESM outside of IT.
Here are some do’s and don’ts you can follow 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 download our eBook: ITSM for the Enterprise – What Makes it Work?
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TeamDynamix’s award-winning SaaS cloud solution offers IT Service and Project Management together on one platform with enterprise integration and automation.
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