ESM (Enterprise Service Management) is an operational discipline capable of improving the overall performance of the services offered, both internally and externally, by enterprise departments such as IT, HR, and Legal, thus adding value to the entire business.
Enterprise Service Management is based on the Information Technology Infrastructure Library (ITIL) best practices, which is currently the universal standard of reference for Enterprise Service Management methodologies and of the rules for best applying them.
The first operational phase of Enterprise Service Management is monitoring, the research and analysis of information about the level of service that the company is providing. The added value brought by Enterprise Service Management is in the activity of analysis of the collected data. The processing of the raw data provides valuable information for providing corporate services while reducing costs and maintaining excellent quality levels.
Enterprise Service Management is an entirely holistic view of the company. ESM holism touches, comprehends, and invests in all the processes that revolve around a service provided, using models of Incident and Problem Management, Change Management, Service Level Management, Service Request Management and implementing “best practices” for managing processes operated under the discipline of Enterprise Service Management.
Every function of company business deals with common problems daily: help requests, requests for changes to the assets used, service requests. ESM optimizes the organization of the work of the staff, enabling their productive capacities with technologies calibrated for this purpose. It allows them to respond to every issue in an efficient, effective and decisive manner. In this way Enterprise Service Management automatically generates an improved “customer experience” and an improved professional growth of each operator. They feel engaged in a process that optimizes their personal operating efficiency.
Information technology supports Enterprise Service Management, but a software solution for ESM can only be achieved through the integration of diverse modules. Software manufacturers offer specialized software for mapping all subprocesses that flow into Enterprise Service management, and the synergy among them is carried out by the mastery of the system integrator. The mission of the ESM system integrator is to render linear, transparent and automatic, the flow of the entire system, of the complete Enterprise Service Management process that is generated through the interaction of all the activated software tools.
OMNINECS has extensive valuable experience in Enterprise Service Management. The company has matured its skills in the processes and has acquired deep expertise in System Integration for the software instruments of leading international brands, for both proprietary and open source tools.