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A world without ESM? Hard to picture!

The HR department has just updated travel policies, there’s a training to be delivered to all salespeople, and a couple of new employees to be welcomed and on-boarded. The accounting team runs business as usual, that is approving expenses, sending invoices, tracking payments. The facility manager is dealing with some repair requests while relocating three offices and assessing their furniture needs.

Could you image the routine life of any organisation without these processes in place? Probably not. As all those teams and units are providing critical company services, they are all eligible for Enterprise Service Management (ESM). Any internal or external service dealing with a large number of requests regarding the same topics, delivering a data-rich and time-sensitive response, influencing relevant workflows, and requesting frequent and accurate reports is a challenge that ESM can solve.

Thanks to customised sets of methodologies and tools, ESM ensures the company delivers the right services to the right people, designed exactly how users prefer to access them. At the core of any ESM strategy, there are people, not systems. It might sound granted, but it is still quite common for IT departments to design services according to their own needs, for instance aiming at minimising complexity or resources, rather than providing outstanding support to colleagues and business lines.

As IT services are being strongly impacted by digital transformation, an effective ESM approach should consider these five steps:
• define a clear, compelling strategy, starting from an in-depth assessment of goals to be achieved, processes and assets to be considered, stakeholders to be engaged,
• design services (or review the existing ones) according to the outlined strategic priorities, addressing vulnerabilities and security risks at once,
• manage the transition from the old to the new platforms as smoothly as possible, making sure there is no or very little discontinuity in business, governance, legal, and regulatory requirements,
• improve service operations through adequate event and helpdesk management, problem resolution and systems management,
• set monitoring and control policies, also training users to facilitate the acceptance of new systems.

Benefits when implementing good ESM include enhanced internal productivity, superior control over processes and workflows, improved efficiency – and even increased user satisfaction.

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