Whether you’ve already implemented IT service management (ITSM) concepts and practices in your organization or you are thinking about implementing them, be aware that you’ll likely need to also implement a proper enterprise service management (ESM) tool. But why is enterprise service management important? Although the two concepts ESM and ITSM, are related and supposed to work together, they have a few differences that you need to understand before you start implementing them in your enterprise.
By understanding these differences, you’ll be able to apply their best practices to your enterprise effectively. This article discusses enterprise service management vs IT service management so you can better understand how they relate to each other.
In simple terms, an enterprise service management tool extends the principles defined by ITSM concepts and practices. It extends these practices to other areas of your organization to improve your business’s service delivery, efficiency, and overall performance. For instance, it will improve service delivery in important departments, such as finance, human resources, legal, and sales.
A perfect example of an ESM platform is when an enterprise establishes a service desk, accommodating all teams in the organization. Such an ESM platform utilizes the existing IT workflows to offer better service management demands and delivery through ESM tools. The enterprise service management principles that guide you during the application of this are just an extension of existing ITSM principles.
IT service management (ITSM) is the management of end-to-end delivery of IT services by IT experts in an organization. It involves the management of important processes and functions used in the design, creation, delivery, and support of IT services in the organization. ITSM was inspired by the belief that information technology should be offered as a service.
The ITSM concept ensures that you have the right combination of IT experts, processes, and tools to offer value to your customers. ITSM offers a set of processes that are based on best practices and the reduction of manual labor in your enterprise. Its main objective is to optimize IT services and improve the overall user experience.
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As indicated above, the ESM concept builds on the existing ITSM concept and principles. In other words, the IT service management concept involves the processes, policies, and functions that your organization deploys to enhance and manage the delivery of IT services. ESM, on the other hand, involves the extension of these ITSM best practices to other areas of your organization. ESM builds on the following aspects of ITSM:
- • Service management principles and models
- • Incident request management software
- • Service desks
- • Self-service tools, such as chatbots and knowledge management
- • Automation in all important areas
Initially, ITSM focused solely on IT services like support services and developing computer and printer networks. But the growing demand for better IT services has led to the expansion of ITSM to other important services that organizations rely on to serve their customers every day, including HR, sales, customer service, and finance.
This type of service management is intended to reduce the risks involved in service delivery and enhance your organization’s operational efficiency, as well as accommodate all your strategic plans. ESM is purposely designed to take ITSM concepts and practices to the remaining areas of your enterprise, thus applying the concepts to other teams and departments apart from the ones already covered by ITSM. Once you’ve implemented ESM concepts into your organization, you are assured that ITSM’s objective of accommodating enhanced operational efficiency, reduced risk, and strategic planning now applies to the entire organization.
Bear in mind the fact that enterprise service management tools usually track assets, individuals, parts, and the status of orders, requests, repairs, and other issues. In a large organization, it’s not easy to see what the HR department is doing for the other departments. Although it’s not obvious, your HR department receives pings for payroll data, while the support team receives requests for repair of certain facilities within the organization. Your IT department receives requests to fix or replace computers and other related devices.
The work of an ESM platform is to articulate all these services and offer them consistently and effectively through an integrated interface that is accessible to all members of your organization 24/7. Also, your HR and IT departments have to work together through various steps when you are onboarding new employees. This can be extremely tedious and time-consuming if they have to do it manually. But with an ESM system, you’ll have a clearly defined and automated approach to this type of cooperation and a consistent workflow, ensuring that nobody drops the ball.
Lastly, ITSM and ESM concepts and practices are designed to bring clarity to your internal services and bring everyone in your organization together for a consistent and streamlined workflow.