Technology is like the Borg, infiltrating and transforming every part of our lives. Just think: the Internet is in our back pockets, our health history is downloaded at the click of a button, checking gym visits per month can be done while washing dishes, and checks can be deposited from the comfort of the couch. Likewise, technology has changed the way organizations are run and business is done. Let’s say you have a prescription that needs a refill, but you’re out relaxing in the middle of a lake. No worries! You take out your phone, open up your drug store app, click the refill button, and voila! Your meds will be ready for pickup as you head home at the end of the day. Everything is automated, from the touch of your finger on your phone to when the medicine reaches your hands.
You may not have realized it, but enterprise service management (ESM) is the backbone of that transaction. Such stories are found in all facets of life – both internal and external to an organization. Let’s magnify how ESM is transforming the way industries outside of tech do business. The tech industry can no longer hold the spotlight.
E is for Enterprise in Education
Maybe we are aging ourselves, but we remember (not too fondly) the student portals of yesteryear. We’re not talking 50 years ago folks, think back 5 or 10 years. Scheduling classes was time-consuming, making tuition payments was traumatic, and figuring out all of the information in between put us at full stop.
University staff didn’t have it any easier. They were flooded with paperwork that left little room for anything else. A central organization did not own processes, rather the general model was “to each his own,” leading to miscommunication, lack of resource allocations, and mismanagement of projects. Educating the future generations and focusing on innovations and research was constrained.
Fast forward to the present, and the atmosphere is changing. ESM is bringing a central process of ownership to higher education institutions, alleviating disconnect between departments on campus. Say goodbye to paperwork and say hello to automation and transparency. Similar to the corporate world, academia has a central portal that’s a one stop shop for students, staff, and faculty. Students are able to read internal news, pay their tuition, access course materials and email, register for classes, access the library, and submit service requests all from the portal. It makes us cry tears of joy! It’s similar for faculty and staff, who can now focus on doing the research, educating our future, and running an institution that has increased trackability and project management
Bringing Transparency to Your Medical History
Doctor’s offices used to feel like a treasure chest, you can get close to it and touch it, but never have the keys to open it. The pain at getting transparency in your medical files was astronomical. You would go and get your diagnosis, but it was difficult to access your medical history for second opinions. Let’s not mention the cumbersome paper file systems the medical offices used! It elicits nightmares for many, we’re sure. But times are changing. Ever hear of the patient portal? Oh yes, that’s enterprise service management right there. You can track and pay your medical bills, schedule appointments, request email correspondence with your doctor, and request refills on prescriptions.
ESM has digitized the paperwork (and said goodbye to those crazy medical file bookshelves). It has allowed us to take charge of our medical records, giving us the ability to share them with others who have similar symptoms and are seeking a diagnosis. Medical staff have access to information on their mobile devices that they can take with them anywhere. ESM’s transformative power in other industries is amazing.
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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