Enterprise Service Management (ESM) has been a buzzword in the IT industry for some time now, and for good reason. It offers many benefits for organizations looking to streamline their service delivery processes, enhance their customer experience and drive business value both within IT and other departments as well – including HR, marketing, finance and others. In this blog post, we will explore the benefits of ESM and upcoming ESM trends you’ll want to know.
Benefits of Enterprise Service Management
- Improved Service Delivery: ESM enables organizations to manage service delivery across various business functions, including IT, HR, facilities, marketing, finance and more. This integration of services can lead to more efficient processes, reduced costs and improved customer experience as an ESM approach often results in better communication between departments and more transparency.
- Better Collaboration: With ESM, teams from different departments can collaborate on projects, share information and work together to resolve issues quickly. This can lead to improved communication, better teamwork and increased productivity. Because you can deploy ESM using a single, easy-to-use codeless platform – there’s more visibility into the service requests and projects that go on within departments.
- Enhanced Visibility: ESM provides a comprehensive view of all the services being offered by the organization, making it easier to identify areas that need improvement. This visibility can help identify and eliminate service redundancies, reduce waste, and improve service quality.
- Improved Customer Satisfaction: By using ESM, organizations can improve their customer experience by providing more personalized and efficient services. This can lead to increased customer satisfaction, loyalty and retention. In addition, ESM can help remove barriers or friction when it comes to answering service requests – making sure all tickets and requests are automatically routed to the appropriate area so nothing gets lost in the shuffle between departments.
- Greater Agility: ESM enables organizations to respond quickly to changing business requirements and customer needs. This can help organizations stay competitive, improve their agility and adapt to changing market conditions. When everyone is clear on objectives, can see progress or bottlenecks and have transparency into what’s happening and where you can act quickly and efficiently.
Why the Right ESM Tool Matters
While there are many benefits to using ESM – you need the right tool in place to ensure ESM success.
At Casino Arizona and Talking Stick Resort ESM has always been a priority, but it wasn’t until they switched to a new ESM tool that they were able to fully realize all of the benefits ESM can have on an organization.
Independently owned and operated by the Salt River Pima-Maricopa Indian Community in Scottsdale, Arizona, these casino and resort properties employ about 3,500 people altogether. They had been using ESM for a number of years, but the legacy tool could no longer support the needs of the organization.
In looking for a new ESM platform, Casino Arizona and Talking Stick Resort wanted the ability to configure the system easily and make changes flexibly and dynamically. “We looked at a number of systems,” Adam Dunn, program manager, said. “In TeamDynamix, we found the one that was most user-friendly.”
With its “low-code, no-code” design, TeamDynamix is highly configurable, allowing organizations to create personalized service categories (both simple and complex) and build customized workflows for managing multistep processes.
In addition, the platform’s enterprise Integration and automation capabilities allow IT staff to create customized integrations between TeamDynamix and other software programs using a simple, drag-and-drop flow builder. As a result, TeamDynamix customers can build workflows for automating almost any service function to fit their needs.
Finally, because TeamDynamix is easy to use and configure, it lends itself nicely to ESM and can be easily adopted by departments outside of IT.
Phase one of the properties’ implementation of TeamDynamix has involved the IT and AV departments. Phase two includes housekeeping and security.
In housekeeping, for example, one of the areas the tool will be used to help with is resource capacity planning around events.
“We have an event space where we host a variety of different things,” Dunn said. “We’ll be using the tool to get out in front of these and schedule housekeeping for room cleanings before and after these events. All of these housekeeping requests can be scheduled and managed through a ticket. This allows our housekeeping department to see what events are upcoming that they need to plan for and staff appropriately. And if we have a performer coming into our nightclubs, a lot of times housekeeping is tasked with clearing space, so they can see when those requests come in and make sure the right resources are available.”
With TeamDynamix, users can easily track the status of requests from the convenience of their phone and resend a request as needed. The system also can be configured to resend a request automatically after a certain amount of time has passed without a response.
“Being able to see requests in real-time and resend notifications as needed has been a huge asset to our department,” IT Support Manager Jonathan Vorndran said. “It helps move the approval process along faster.”
“I would say we averaged four or five days to obtain proper approvals with our previous system,” Dunn added. “Now, we’re looking at one or two days. We’re talking about a 70-percent decrease. If you need access to an application, waiting four days for all the approvals to take place and get you into the system keeps you from being able to do your job. Getting that down to just a day or two has been critical for us.”
How to Successfully Adopt ESM
While ESM is growing in popularity, it can be hard to get buy-in as implementing ESM can seem like a daunting change for departments outside of IT. However, there are a few things you can do to help ease the transition:
- Don’t just take an IT Service Management platform being used within your IT department and try to scale it across each group. It won’t work.
- Do meet with each department or group prior to implementing an ESM solution and settle on the processes and functionalities they need.
- Don’t assume that each department has the same language as IT for each process. Marketing might not use the terminology “submit a ticket” for example.
- Do ask each group or department for a list of their commonly used terms and how they correspond to the actions they’ll be taking when using the ESM platform.
- Don’t overcomplicate or try to over-process the ESM platform.
- Do make your ESM accessible and easy to use. For an ESM implementation to be successful, you’ll want departments and groups to be able to fully utilize the platform WITHOUT reliance on IT for support. Implementing a codeless ESM platform can be a great way to free up IT resources and empower departments to manage their own portals.
ESM Trends to Watch
- Increased Adoption of AI and Automation: AI and automation technologies are expected to play a significant role in ESM in the coming years. These technologies can help organizations automate repetitive tasks, improve service quality and enhance the overall customer experience.
- Focus on Employee Experience: The focus of ESM is shifting from the customer to the employee experience. Organizations are realizing the importance of providing employees with the tools and services they need to do their jobs effectively.
- Integration with DevOps: DevOps is becoming an integral part of ESM. Organizations are leveraging DevOps principles to improve service delivery, increase agility and reduce time-to-market.
- Emphasis on Data-Driven Decision Making: ESM is becoming more data-driven. Organizations are leveraging data analytics to gain insights into their service delivery processes and make data-driven decisions that can improve service quality and customer experience.
- Cloud-Based ESM: Cloud-based ESM solutions are gaining popularity due to their scalability, flexibility and cost-effectiveness. Cloud-based ESM solutions can help organizations reduce IT costs, improve service delivery and enhance their overall customer experience.
In conclusion, ESM is a powerful tool that can help organizations improve their service delivery processes, enhance customer experience and drive business value. As technology continues to evolve, we can expect to see new trends and innovations in ESM that will help organizations stay competitive and deliver exceptional services to their customers.