What is Enterprise Service Management?
Organizations are looking for new ways to automate and manage processes, increase transparency, and have greater cost control. What better way to do this than to transform IT service management (ITSM) principles and capabilities, that have driven success for IT, and implement them in departments that have been screaming for service improvements and increased customer satisfaction? IT’s approach to delivering and managing services can revolutionize businesses across industries, bringing service interactions into one place, as well as the same user experience, intelligence, and connectivity.
Enterprise service management (ESM) is a fresh approach to ITSM that provides departments outside of IT, service management practices that they can take and apply to their services. Anyone within an enterprise knows that IT is not the only group that offers services to employees. By extending ITSM principles to departments across the enterprise, organizations can drive better service delivery for business teams that are not typically recognized as service providers, like marketing, finance, and legal. Departments, such as HR and facilities, have always offered internal “services”, they just haven’t applied the structure and frameworks offered within enterprise service management.