What is an Enterprise Service Management System?

Enterprise Service Management System

While looking for ways to improve your IT and non-IT business services, you must have stumbled upon short yet heavy terms such as ESM or ITSM. 

You must have thought to yourself, “What exactly is Enterprise Service Management (ESM)?

And, can it really help my business in the long run?”

It’s alright if you still don’t know the answer. You are not alone. 

More and more modern businesses are adopting well-established service management practices to run their operations more efficiently. In this blog, we will discuss what enterprise service management means and how it can help your business avoid service blunders. 

Let’s dive right in. 

What is Enterprise Service Management (ESM)?

Enterprise Service Management (ESM) is an approach that seeks to offer services to users through the adoption of service management practices. ESM observes every business unit as a broad service that offers a range of other services. For instance, your accounts department is a unit that offers financial services to employees and in some cases, customers. 

How ESM Transforms Business Service Delivery

The vision of ESM is to turn every business department into a proactive system that detects problems and helps you deliver top-quality services both internally (for employees), as well as externally (for customers). Let's take a look at some key functions of ESM. 

  • Streamlines communication between multiple departments
  • Ensures the desired services are delivered right and most importantly, delivered fast
  • Increases process efficiency to keep the cost of execution as low as possible without compromising on the quality

Despite being a decade old trend, many experts are confident that ESM is here to stay. Even statistics point to this trend. 

As per the State of Enterprise Service Management 2018, an overwhelming majority (94%) of organizations are either currently using, currently implementing, or planning to implement an ESM solution. 

Service management soulations

Decoding the Difference: ESM VS ITSM

Are ITSM and ESM one and the same? or are they different? Let's find out. 

Information Technology Service Management (ITSM) refers to the various practices and policies designed to plan, execute, and manage all IT-related services. So, if you look closely, while ITSM is IT-focussed, ESM has a broader perspective and caters to multiple Non-IT services. 

Although service management practices have been inherently kept confined to IT, a shift is happening. 

More and more organizational departments outside of IT are adopting service management practices to boost their overall operations. 

The reason is simple- A modern service delivery experience should not be kept limited to IT. Every business department needs to become more efficient by automating manual processes to improve user satisfaction. 

So what business drivers are influencing the expansion of service management outside of IT? 

Out of all the organizations using ESM, 77% of them are using it for improving the customer experience. Other drivers such as ‘improving employee satisfaction’ and ‘meeting specific business challenges’ have also taken the centerstage. 

IT Service management outside data

What Is ESM Software?

An ESM software is a business application that helps align internal departments, track the status of user requests, and improve the quality of non-IT services within an organization. 

ESM tools are picking trend and have got the attention of many modern entrepreneurs. 

When we talk about non-IT services, 58% of organizations want to implement service management software in HR, compared to 43% of organizations that want an ESM solution for their customer service operations. 

Service management solution data

Benefits of Enterprise Service Management Software

  • Increased Control & Monitoring

Most business functions if not monitored properly can create havoc for your company. Imagine if you had no control over key HR processes such as onboarding and offboarding of employees. You would have no idea about the number of people who left your organization and what really pushed them to switch to another company. 

With the right ESM tool, you will have all the data you need right at your fingertips. You can have greater control over the information that is generated in your business and monitoring key business processes would be a breeze. 

  • Improved Quality of Services

If you observe customer feedback in general. you will find that most customer complaints are centered around poor service delivery. By offering top-quality services to your employees as well as customers, you can make their life a lot easier and significantly improve their satisfaction. 

Adopting an ESM software can help your business deliver superior services consistently. 

With a central ESM tool, you can leverage the collaborative capabilities of all your employees (from different departments) to offer a seamless customer experience. 

  • Increased Accountability

Every business department, be it HR, accounts, facilities, or customer service, must be held accountable for their key responsibility areas (KRAs). By adopting a single point of contact for all internal departments, you increase the visibility and communication within your organization. 

You can easily track service requests made to specific individuals or departments and see the live status of that request. An ESM software can help you create a productive workflow where people are well aware of their roles and responsibilities. 

Read more: How to Communicate with Customers Effectively

  • Facilitates Informed Decision Making

ESM software offers real-time reports and analytics in the form of statistics, charts, or graphs, that can help you detect problems in advance and reduce risks. Managers can easily spot the overall strengths and weaknesses of their respective departments and will have a clear understanding of the areas that need improvement. 

With all the right data at hand, it becomes easier for the management to make data-driven business decisions and ensure optimum user satisfaction.  

  • Self-Service Capabilities

Knowledge base software for salf service

One of the best aspects of adopting an ESM solution is that most platforms offer integration capabilities that make your services all the more impactful. Whenever you add a new service to your portfolio, you would not have to invest in a new system. 

The ESM tool will perfectly integrate with other business tools such as CRM (for sales) and help your business achieve more. By integrating more tools with your ESM, you not only significantly reduce costs but also keep the familiarity of a common platform alive. 

Also Read: 10 Major Features Your Knowledge Management System Should Have

Ready to Offer Delightful Services? 

Enterprise service management practices can help you improve the service delivery experience while providing a foundation for ongoing innovation.

In short, the advantages and benefits of an ESM solution are all about facilitating growth instead of hindering it. The right ESM tool can dramatically improve communication and provide the data you need to be smart about the next steps you take. To enhance your support operations, you can leverage a customer support tool like ProProfs Help Desk. This feature-rich tool allows your agents to stay on top of every customer communication and share lighting fast responses.

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About the author

Jared Cornell

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction.

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