Why Is Enterprise Service Management Important?

If you run a company and want to optimize it for maximum efficiency, enterprise service management (ESM) might be a good option.

ESM makes use of computer software to optimize a company’s service. This strategy benefits a company and its employees by creating smoother workflows. It also benefits your customers because they get better service.

In this article, we will look at what ESM is, why enterprise service management is important, and some practical examples of how it’s used.

What Is Enterprise Service Management?

ESM is used to make the internal workings of a company more efficient.

It makes use of computer software to create automated workflows, streamline process management, assist with support ticketing, and provide detailed analytics.

These services, which are available to all employees, irrespective of the department they belong to, allow them easy access to whatever service they need (e.g. human resources and IT). 

ESM also allows employees to follow along with progress on their service request, quickly find a step by step approach to get the particular service they need, and allows them to have access to all services less than a few clicks away. 

Most large size companies will benefit from having both ESM and ITSM tools. While there are many similarities between the two, in the end both serve different purposes. Check out our guide on enterprise service management vs ITSM here to learn more about the differences.

What Are The Advantages Of Enterprise Service Management?

The advantages of implementing enterprise service management software at your company can include reduced costs, improved communication, increased predictability, better standardization, enhanced governance, and a better customer experience. Let’s look at these in a bit more detail.   

Reduced Costs
ESM eliminates the need for physical department-to-department interactions, which normally cost time and money. By making it easier and faster to find all relevant information in one place, an effective ESM strategy can reduce the overall expenses of a company by as much as half.

Areas where ESM saves money include service calls, physical paperwork, asset tracking, and equipment management. 

Improved Communication
ESM makes communication efficient. By serving as a simple and standardardized platform for making requests, communication between employees becomes straightforward and error-free. 

ESM tools also eliminate the need for long back-and-forth email sessions and calls to discuss issues and resolve problems, both of which can be time-consuming and inefficient. 

Other ways ESM improves communication include:

  • • Eliminates the need for in-person communication
  • • Allows multiple people to communicate via a single platform
  • • Let’s employees communicate remotely, making your workforce more productive

Increased Predictability 
An ESM model allows employees to easily follow the progress for a service they have requested. This allows them to track service quality and note the estimated time to completion of a request, making outcomes more predictable. 

Better Standardization 
Because ESM establishes a standard platform that has consistent rules for making requests, it becomes easier for employees to navigate through the software. 

The process for requesting a service is the same every time, so employees don’t stray towards procedures that are no longer relevant. Your employees also don’t have to manually search for answers, as the software guides them through a set of options towards their desired goal. 

A uniform process also helps new employees adjust quickly to the company’s manner of working. Because of an easy-to-use standard setup, new hires quickly develop an understanding of your processes, which reduces onboarding time and cost.

Better Company Governance
ESM is an effective method for managers to keep an eye on everything that happens in their department. By bringing together all projects and their relevant particulars in one place, managers can maintain a bird’s eye view on departmental matters, reducing the chance of errors. 

This also reduces the need for managers to call upon employees for trivial details because they can simply leave suggestions on the ESM that can then be followed by the concerned employee. 

More importantly, ESM is extremely useful for generating reports for company projects. These reports allow managers to quickly review progress, note where resources are being spent, and guage their team’s strengths and weaknesses.

Satisfied Customers 
Given the intense competition in today’s market, good customer service is sometimes all it takes for a company to crush their competitors. As a company, your goal is to figure out what a customer wants and deliver it to them as quickly as possible.

This can only happen if the interaction between your customers and employees is streamlined, which is what ESM software enables you to achieve. 

Not only does it allow employees to respond quickly to customer inquiries, but it also improves internal communication, leading to an error-free customer service.

If all of that sounds interesting to you, be sure to check out some of our post on “What are ESM Tools?”.

Implementing ESM in Your Company
The first step in implementing ESM in your company is to begin with an appropriate department.

That’s because it will be a new technology for your company, and it might disrupt normal functions. If managers in the department you choose are not receptive to change and innovation, ESM implementation will be slow and challenging.

It’s also essential to start with small, in-company experiments when you’re starting out. You don’t want to begin with an area that is visible to your customers unless you really know what you’re doing.

Any department that involves request generation and processing can be a candidate for ESM implementation. But according to experts, you should start with a department that has well-defined responsibilities, caters to a reasonable volume of requests, and already uses some automation. 

One example of such a department is HR, which might be an excellent place to begin your journey towards ESM to see exactly how it can impact and improve the overall efficiency of your business processes.

David Blonski

David Blonski

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