You saw the news earlier this week — Samanage introduced a new product. The Samanage Service Desk, Enterprise Edition is more than just a partnership with Salesforce, it’s just the beginning of bringing service management to the entire organization. In today’s competitive business environment, both a data- and customer-driven approach are required for organizational success. Capabilities and processes need to be in place to continuously improve operational efficiency and the customer experience. So, now that we’ve introduced you to the tool that can help bring this efficiency to life, let’s talk about the concept behind it — Enterprise Service Management (ESM).
At its backbone, ESM has tried and tested ITIL® and service management concepts and capabilities. From that foundation, ESM drives benefits, like department transparency, business continuity, cost control, and staff productivity to the greater expanse of a business.
In order to understand ESM, it’s important to grasp the groundwork concepts in service management and their evolution.
What is a Service?
ITIL defines a service as “a means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific cost and risk.” A service facilitates the results a customer needs. Those results are also outcomes that a business wants, such as reducing operational costs or increasing customer engagement.
What is Service Management?
The ITIL definition of service management is “a set of specialized organizational capabilities for providing value to customers in the form of services.” Every organization is a service management organization, delivering a service or a product to external or internal customers. The practice of service management enables organizations to focus on the service and product terms that are most vital to the customer markets that they serve.
What is Enterprise Service Management?
Wikipedia defines enterprise service management as “a category of business management software – typically a suite of integrated applications that a service organization uses to capture, manage, save and analyze data critical to their service business performance.” It’s more than just software, it’s a methodology to help people in various functions, enabled by process and technology, to work in a coordinated and collaborative fashion to support business outcomes.
ESM allows an enterprise to behave as one team, leveraging the capabilities of each department.
Samanage Enables Enterprise Service Management
We just introduced Samanage Service Desk, Enterprise Edition, the only IT and enterprise service management solution built natively on Salesforce Service Cloud®. It manages all service interactions in one place to deliver a unified experience to all employees.
By providing a solution that is intuitive to use, runs natively on Salesforce, and can be shared across all departments, enterprise organizations gain actionable intelligence, peak efficiency and service success. By automating manual business processes like an IT ticket, an HR onboarding service, or a facilities power outage, organizations can leverage one single solution for all service management.
Read our white paper Enterprise Service Management: Uniting Customer and Service Models to learn more.