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.
As you can see, ESM can be a great addition to an organization. But in order to succeed, you need to get buy-in from everyone involved. In addition, when contemplating your ESM strategy, it’s important to consider the different ways you can combine your ESM with Project Portfolio Management and an integration and automation tool like iPaaS (integration platform as a service) to extend ESM even further.
Want to learn more about Enterprise Service Management and hear from organizations that are finding success with ESM? Check out the latest ESM eBook: Enterprise Service Management – Key Lessons and Best Practices