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Enterprise Service Management (ESM) has been a buzzword in the IT industry for some time now, and for good reason. It offers many benefits for organizations looking to streamline their service delivery processes, enhance their customer experience and drive business value both within IT and other departments as well – including HR, marketing, finance and others. In this blog post, we will explore the benefits of ESM and upcoming ESM trends you’ll want to know.
While there are many benefits to using ESM – you need the right tool in place to ensure ESM success.
At Casino Arizona and Talking Stick Resort ESM has always been a priority, but it wasn’t until they switched to a new ESM tool that they were able to fully realize all of the benefits ESM can have on an organization.
Independently owned and operated by the Salt River Pima-Maricopa Indian Community in Scottsdale, Arizona, these casino and resort properties employ about 3,500 people altogether. They had been using ESM for a number of years, but the legacy tool could no longer support the needs of the organization.
In looking for a new ESM platform, Casino Arizona and Talking Stick Resort wanted the ability to configure the system easily and make changes flexibly and dynamically. “We looked at a number of systems,” Adam Dunn, program manager, said. “In TeamDynamix, we found the one that was most user-friendly.”
With its “low-code, no-code” design, TeamDynamix is highly configurable, allowing organizations to create personalized service categories (both simple and complex) and build customized workflows for managing multistep processes.
In addition, the platform’s enterprise Integration and automation capabilities allow IT staff to create customized integrations between TeamDynamix and other software programs using a simple, drag-and-drop flow builder. As a result, TeamDynamix customers can build workflows for automating almost any service function to fit their needs.
Finally, because TeamDynamix is easy to use and configure, it lends itself nicely to ESM and can be easily adopted by departments outside of IT.
Phase one of the properties’ implementation of TeamDynamix has involved the IT and AV departments. Phase two includes housekeeping and security.
In housekeeping, for example, one of the areas the tool will be used to help with is resource capacity planning around events.
“We have an event space where we host a variety of different things,” Dunn said. “We’ll be using the tool to get out in front of these and schedule housekeeping for room cleanings before and after these events. All of these housekeeping requests can be scheduled and managed through a ticket. This allows our housekeeping department to see what events are upcoming that they need to plan for and staff appropriately. And if we have a performer coming into our nightclubs, a lot of times housekeeping is tasked with clearing space, so they can see when those requests come in and make sure the right resources are available.”
With TeamDynamix, users can easily track the status of requests from the convenience of their phone and resend a request as needed. The system also can be configured to resend a request automatically after a certain amount of time has passed without a response.
“Being able to see requests in real-time and resend notifications as needed has been a huge asset to our department,” IT Support Manager Jonathan Vorndran said. “It helps move the approval process along faster.”
“I would say we averaged four or five days to obtain proper approvals with our previous system,” Dunn added. “Now, we’re looking at one or two days. We’re talking about a 70-percent decrease. If you need access to an application, waiting four days for all the approvals to take place and get you into the system keeps you from being able to do your job. Getting that down to just a day or two has been critical for us.”
While ESM is growing in popularity, it can be hard to get buy-in as implementing ESM can seem like a daunting change for departments outside of IT. However, there are a few things you can do to help ease the transition:
In conclusion, ESM is a powerful tool that can help organizations improve their service delivery processes, enhance customer experience and drive business value. As technology continues to evolve, we can expect to see new trends and innovations in ESM that will help organizations stay competitive and deliver exceptional services to their customers.
When it comes to improving IT Service Management (ITSM) maturity, many organizations turn to ITIL – a framework that guides users through a process-based approach
Enterprise Service Management (ESM) is the practice of extending IT Service Management (ITSM) principles beyond the IT department to other areas of an organization. ESM
As businesses grow, so does the complexity of managing their services. This is where Enterprise Service Management (ESM) comes in, offering a structured approach to
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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