2016 – the year of the Monkey. An apt zodiac sign for a year where each new day swings in a new trend that may or may not go extinct in the blink of an eye. We believe there is one movement, not so new to IT, that’s here to stay: Enterprise Service Management (ESM). After all, it has it’s own Wikipedia page now.
Did we pique your curiosity? Do you want to know what ESM is? Good. But, hold on! Don’t go to Wikipedia just yet. We’re here to help you understand why this particular “monkey” has just begun to climb.
Defining Enterprise Service Management
Excellence and success in today’s dynamic and competitive business world is both data- and customer-driven. In order for teams to perform and interact efficiently, capabilities and processes need to be in place to continuously improve operational efficiency and the customer experience. Queue: ESM. At its backbone, there’s 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.
Department Boundaries? What Boundaries?
Enterprise Service Management’s reach is far beyond the IT department and the technology industry. Almost every department provides a service and employees within each department are now service providers. With this increasing demand for services across organizations to support rapid growth and development, exceptional service delivery is more critical than ever. Whether it’s healthcare in the U.S., finance in Spain, or utilities in England, ESM infuses ITIL and service management best practices into business operations across the departmental divide. One platform that is in the same place, with the same required criteria, across the organization, providing centralized service interactions to deliver consistency, mobility, and connectivity. Who said IT gets all the fun?
The Path to Love Between IT and ESM
IT has been losing it’s grip on technology, thanks in part to the emergence of SaaS/cloud-based solutions. Departments may go around IT to buy the products and services they need, knowing they have powerful tools at the click of a button, without having to rely on approval from the tech guys. IT has the power to spread its knowledge, ingraining itself within all parts of an organization. It can solidify itself as an innovator and thought leader in spreading service management love towards the enterprise.
Don’t Run Away, ESM is Here To Stay. Embrace It!
Approval chains can be a mixed bag of emotions, and tools and processes used to deliver services can be cattywampus. Internal service providers also struggle with visibility and intelligence in optimizing service delivery processes and implementing continuous improvement. Those are but a small subset of reasons why you run towards ESM, not away. Enterprise service management will leave your stress and worries in the dust by creating a foundation for operational efficiency, innovation, and transparency. It’s time to treat all of your employees like your best customers and deliver the unmatched consumer experience they expect.
We hope you’re excited because this month, we’re going to take you on a deep dive into ESM’s emergence and how it’s transforming businesses. We’ll also enable you with tools in hand, to find your piece of paradise, the ESM way.