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Enterprise services management. What’s that? Isn’t it all about IT stuff? You know, IT service management (ITSM)? Same/same? Right?
Well, the answer is, “No, not really.” It’s about that too, but today it’s moved well beyond its original meaning and context.
Now, enterprise service management is more about using the type of thinking, the best practices, the technology, and the principles of ITSM and applying them to service businesses like accounting and financial, insurance, consultants, and more.
Indeed, the benefits of ITSM are found in improving insight, effectiveness, and control. The amazing thing is that your industry can carry over and implement all of these things, using enterprise service management.
Just in case you don’t know much about ITSM, allow us to give you a brief history lesson.
Go back just ten years. What was then merely the use of a corporate ITSM tool (that was expensive) to crank out better returns on investment, has become what’s now known as enterprise service management.
Today, however, the entire concept is much expanded and improved. Now there are convincing reasons to employ enterprise services management in your business, and we’ll get into that below. Just understand that it’s all about applying a service-oriented model to your organization to improve your business significantly.
The truth is that there’s no need for you to have some colossal leap of faith to start utilizing enterprise service management. You need it because the benefits of ITSM are concrete, real-world, and tangible.
They include effectiveness, control, insight, and efficiency. We mentioned that above.
However, those words can encompass a broad range of things, so below, we’ll articulate 15 business benefits you can expect by applying this service-oriented business model.
Optimized processes, workflow, automation, and alerting can remove the unnecessary manual effort and rework. This is added to when employees use self-service and self-help capabilities.
When you optimize your workflow, your alerting, your processes, and your automation, you can remove the need for rework and a lot of manual effort.
All employee issues and requests can be handled to agreed-upon service levels using a “fit-for-purpose” enterprise service management solution. You’ll find that this reduces or eliminates delays and other issues that arise due to people’s inefficiency.
The more businesses, business functions, departments, people, etc. that use enterprise service management, the higher the overall return on investment and ongoing management costs per user. Moreover, depending on the systems and business functions, which can be phased out, there is the potential for saving money on technology through business-function application rationalization.
Related: Performance Management
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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. Further, picture the potential savings in labor costs, and the reduced level of stress your service desk representatives may experience. All this, because your employees will have the ability to log issues and requests through self-service.
The use of ITSM technology in enterprise service management allows your management and staff to immediately understand what has and hasn’t been achieved. The bottom line is that you’ll gain insight into the precise value provided by each business function. In turn, you’ll find it easier to communicate that value to both business stakeholders and customers.
Enterprise service management allows you to increase your success levels compared to your competition when it comes to customer-centric support. That includes delivering against employee expectations on ease-of-use, service request catalogs, knowledge availability, self-service, collaborative or social capabilities, anyplace and anytime access (to information and services), and people.
Enabling technology and enterprise service management can be used to employ critical internal controls. They can also be used to provide a keen understanding as to who did what and when. Additionally, they can be used to provide you with significantly higher levels of reporting.
Enterprise service management can improve your choices when it comes to communication channels and access. These choices include email, telephone, self-service, alerts, chat, and a broadcast channel through the self-service portal. Alerting and escalation capabilities help make sure there are no tickets or communications that go unnoticed or situations where a lack of action allows issues to arise.
You’ll discover that enterprise service management permits increased visibility into operational performance, allowing opportunities for improvement to be identified. You’ll also find that whatever gains are made can also then be managed and delivered.
Greater insight into services provided can be provided through enterprise service management. No rule demands that enterprise services management must be limited to change management and support.
One of the great benefits of service management technology is its ability to assign and see accountability and responsibility across business functions. You’ll find it does the same within business functions. An obvious example is the onboarding of new employees. This requires many different business functions to work together to make sure that all is delivered on time.
Enterprise service management allows a set of optimized, business-wide processes, a characteristic feel and look, a common way of working together, and a standard service model for employees. It can also ensure that there is a single point of service regardless of the service provider throughout your entire organization.
Work can easily pass between groups or individuals. It can be worked on collectively. Indeed, enterprise service management also makes it easy to pass work between various business functions.
As you probably know, there’s much risk that a change recently introduced might cause interruptions in both business and service. This can happen when those changes aren’t planned, communicated to the company, or appropriately tested. Enterprise service management can help reduce or eliminate the risk of a damaging change to your business.
Want to grow through a simple, streamlined workflow? Want to focus on revenue while maintaining customer satisfaction and engagement? Check out StartingPoint’s solutions built just for you!
One of the significant benefits of ITSM is that the framework saves your business money in a myriad of ways. From knowledge management processes to information security processes, the best practices employed by enterprise service management are explicitly designed to mitigate your risk and save you money. Remember that knowledge management processes save you money (time is money, right?), and information security processes can guard against data breaches that could result in adverse legal and financial consequences.
The bottom line is that too often, we make life more complicated than it needs to be. There are process gaps, which produce bottlenecks, too much duplication of effort, and black holes where time, money, and energy are thrown at a project that never comes to fruition.
All too often, businesses use multiple, separate systems for similar jobs. On top of that, they use the available technology in ways for which it wasn’t even designed. Enterprise service management allows you to use service models to add agility, structure, and control to your entire business.
You don’t have to implement everything all at once. It can be done in phases, and we recommend getting in touch with us to discuss the option that’s best for you.