Organizations that are considering enterprise service management (ESM) shouldn’t have a hard time convincing leadership, or affected departments, of its value. Using a service management solution for services beyond IT allows other lines of business to enjoy the efficiency and automation that IT has come to expect.
With ESM, the list of benefits is long and the potential for driving innovation across the entire organization is significant.
Our customers transitioning to ESM typically describe the process as one of streamlining to a single tool from a cluttered mix of legacy solutions. This mix usually includes solutions like email, spreadsheets, hard-copy documentation and Lotus Notes. With an ESM introduction, employees in some departments may have to learn a new tool, but they get to abandon a cluster of others. This leads to a more streamlined process with fewer solutions to maintain and train employees on.
Not to mention, introducing consistent processes and automation to service management activities makes employees’ work less manual and more efficient.
With a single platform for all service management, organizations have a centralized spot for real-time performance data. Team and business leaders no longer have to spend time hunting for the data they need to assess performance.
This visibility allows for greater accountability when there are process or service gaps and better reporting on a team’s value when things go right.
ESM doesn’t just allow visibility. Once an organization achieves visibility into its service interactions, it can more easily identify issues and opportunities and make the changes necessary to improve those interactions.
Then, once an organization has identified the changes that are needed, having an ESM solution that is backed by ITIL allows continual service improvements to be made.
Employees Treated Like Customers
Employees are often the most valuable resources within an organization. With the right ESM solution, consistent and predictable services are delivered to employees.
Improved internal service delivery is a win for both employees and the greater organization, leading to happier employees who are better equipped to do their jobs.
Of course, that isn’t a full list of ESM’s benefits, but hopefully by now we’ve painted a picture of how it can drive innovation across an organization!