To meet the complex and evolving needs of modern businesses, they need custom systems designed for scalability, automation, and collaboration. For a long time, IT departments have been in the know, adopting IT service management tools to ensure timely service delivery in all organizations. Enterprise service management extends the principles of ITSM beyond the IT team to the rest of the business, improving efficiency, reducing risk, and changing the user experience.
If done correctly, enterprise service management can help your business address some of these important business challenges. Whether it’s ensuring fast service delivery with connected tools or providing flexible processes tailored to the user needs of each service team, while controlling costs and risks. Enterprise service management is a critical part of your digital transformation, enabling your entire organization to work together to deliver greater business value faster.
What is enterprise service management?
Enterprise Service Management, or ESM, is the process of digitizing processes and coordinating digitization initiatives across a company’s organization to drive innovation, cooperation, agility and scalability. Enterprise service management is often described as an enterprise-focused, enterprise-wide extension of traditional IT service management, which only addresses IT functions.
What advantages can it offer your business?
These are some of the benefits of establishing an enterprise service management strategy in your business.
Reducing the cost of operations: Undoubtedly, the pandemic has had a direct influence on the finances of most businesses, with a focus on reducing operational costs and, in some cases, increasing the efforts of the staff. Enterprise service management enables companies to minimize their overall operating expenses by resolving issues faster, with less downtime, and by properly tracking IT and non-IT user-related assets.
Maximize return on investment: With efficient self-service and access to all parts of the business, enterprise service management allows you to improve the user experience. This, coupled with a simple and effective ITSM tool, dramatically improves ROI as they benefit the entire organization. According to a recent Forrester study, ServiceDesk Plus delivers over 300% ROI, increases technician productivity, improves IT process efficiency and even helps end-user productivity. You can download the study here .
Better IT management: Implementing a business service management plan helps you closely monitor the progress of all business-related requirements. This definitely increases the overall visibility of the business and provides managers with the information they need to govern effectively. It is essential to pay attention to the reports generated by the service management tool, as they contain indicators that show how productive you are and where you need to improve to meet the quality and efficiency criteria of the business and your customers.
Seamless Communication: Business Service Management helps create a single point of contact for all business operations and productivity requirements. Even when working remotely, it improves communication and encourages collaboration between all workgroups and interested parties.
Improved Customer Service: As a business, you not only need to ensure customers receive a high-quality product or service, but you also need to consider the entire process or journey the customer takes to access to the service/product provided and consume it.
When you have a solid enterprise service management strategy in place, you have a complete view of how all parts of the business operate and the services they provide. Remember that ensuring the proper functioning of the company also means providing a quality product or service to our customers.
Visit our website to learn more about how to adopt proper business service management and how our solution can help you accomplish your goals.
