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Why is ESM important?

One company, one mode of communication. Here’s how Enterprise Service Management unifies org-wide best practices into a common framework

Enterprise Service Management (ESM) is an extension of IT Service Management (ITSM) tools, processes and/or best practices to non-IT departments, such as HR or facilities and other functional areas of the enterprise to better serve the needs of teams and individual employees.

Get your introductory guide to ESM

Service management processes and practices teams can apply outside of IT

  • Incident/service requests management
  • Knowledge management
  • Service catalog
  • Change management
  • Requirements management
  • Financial management
  • Supplier management
  • Customer relationship management
  • Problem management
  • Asset management

What are ESM tools? Find out here

Top benefits of using Enterprise Service Management

  • CENTRALIZED SERVICE MANAGEMENT
    Using miscellaneous departmental apps such as Excels, Access, etc gives rise to confusion, complexities and the need for constant clarification. So, why not gain greater control over all processes and tasks performed daily by centralizing all your services on a single ESM platform? All employee issues and requests can be handled to agreed-upon service levels using an ESM tool, and managers can more easily track project and ticket status with an ESM solution.

  • ENHANCED EFFICIENCY, ORG-WIDE VISIBILITY AND GOVERNANCE
    Optimized processes, workflow, automation, and alerting can remove unnecessary, repetitive manual intervention. This makes operations transparent, giving managers key insights pivotal to focus on core strengths instead of keeping tabs on tasks that can be automated. An ESM tool also provides insight to managers into areas where employees may need assistance or approval.

  • MEASURABLE COST SAVINGS, MAXIMIZED ROI
    The more businesses and teams use ESM, the higher the overall return on investment and ongoing management costs per user. With access to real-time communication and real-time inventory management through an ESM tool, technicians will be able to leverage internal social networks, knowledge bases and in-depth customer insights to solve queries on the go. An efficient Enterprise Service Management solution will enable routing changes to be redirected immediately to their respective response agents. What does this mean for the company? A well-fortified system against incurring costs related to cancellation and delay of work orders.

  • EMPOWERING PEOPLE BY PROMOTING SELF-HELP
    Self-help can allow your employees to get the solutions they need more quickly. Imagine significantly less calls to the service desk or its business function equivalent. Makes everyone happy, right?

  • BETTER CUSTOMER EXPERIENCE FOR COMPETITIVE EDGE
    ESM allows you to increase your success levels compared to your competition when it comes to delivering customer-centric support. With a central place to find information and request additional support, employees can browse through FAQs and submit a ticket to the right service team as needed. Dealing with Issue (incident) handling and request fulfilment employee issues correctly and as quickly as possible.

  • GREATER ACCOUNTABILITY ACROSS THE COMPANY
    No blame games, no missed tasks, no room for ambiguity. ESM can be used to employ critical internal controls, providing instant information on who did what and when. Additionally, they can be used to provide you with significantly higher levels of reporting.

  • Repeat issue (problem) minimization:
    Trust ESM to prevent repeat issues and the associated impact, from occurring. For example, in the employee onboarding process that spans multiple business functions—from HR to security, delays can be identified and eradicated to ensure new joinees can get started ASAP.

  • Enhanced Access to Communication Channels and Better Communication
    Self-service, chat, alerts, email, telephone, and a broadcast channel through the self-service portal are all options for access and communication with ESM and an appropriate ITSM solution. Escalation and alerting features help ensure that no ticket or correspondence is left unattended.


By leveraging its ITSM investment skills and expertise for ESM, an organization can boost their return on investment as well as cut down on operational costs of their service management solution. With digital transformation sweeping the IT department, the logical next step is for those same benefits of a digital, automated service environment to carry over to other enterprise services.

NOW IT’S YOUR TURN

Tell us what you think of this article. Do you need help with the next steps? Looking for a demo? We’re all ears!. Contact Trundl.

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