Enterprise Service Management (ESM)
Company-wide service transparency and efficiency
What Is ESM?
ESM is making service management tools, that are often only used within the IT department, available to everyone in the enterprise. Employees struggle to understand why they can submit a request when the WiFi stops working, but not when they have a question about a payslip, a contract that needs to be reviewed by the legal department, or a dashboard warning light that indicates that something is wrong with their company car.
The expectation within the digital enterprise is that a support app is available on every employee’s smartphone. Employees can use that app, or their desktop, for any question without having to know whether it is an IT question or an HR question. That’s enterprise service management. Employees can get help for every service the enterprise makes available to them.
The Changing Landscape
Much has changed since the time IT departments first began setting up their help desks. At that time, the goal was simple: Ensure that employees with an IT question or issue can get back to work as quickly as possible. Nowadays, other departments supporting the business, such as HR, procurement, and facility management, also see the advantages of this approach. Do not expect them to set up a traditional help desk, however.
A modern employee does not necessarily want to call or email a help desk. Grabbing her smartphone, she expects to quickly find the answer to her question, or an option for assistance, if required.
“Which departments use 4me? Better ask who is not using it. First, we connected IT and Operations, and then we had to push for the next departments. But soon after, the other department heads asked why they were not connected: Marketing, Facilities, HR, Finance, Logistics. They now all have one entrance: the 4me portal.”
Sanne Oosterhoff, Group Operations Director
Adding Competitive Advantages
Employee satisfaction is by no means the only benefit of setting up an ESM solution in your organization. Self-service and automation of services can greatly reduce operational costs and lower downtime. Inter-departmental services can be centrally managed and completely standardized.
When employees use a single point of entry for all service processes, communication between people and departments can be much more effective, increasing collaboration and accountability. And ultimately, an effective enterprise service management solution provides an easy means to manage your service levels in real-time.
Transparency and Information Protection
In 4me, each organization or department has its own separate account, that can be configured independently from the other accounts. For example, the HR department may want to use 4me’s project management functionality, while the IT department may want to activate and customize 4me’s CMDB features. Each can make their own standard service requests and knowledge articles available for the enterprise employees they support. Transparency and information protection for individual employees is assured. Everyone can monitor the progress of all their requests, whether these land with the IT department or with HR. At the same time, IT specialists cannot see the HR requests of other employees.
Additional Support Accounts
Over time, most organizations see more and more departments ask for a support domain. Setting up an additional support domain account is easy in 4me. All the employee, department, and site data is already available in the 4me directory account. And so is the self-service portal and single sign-on configuration. Setting up an additional 4me support domain does not cost anything and can be done in-house.
Collaboration Between Support Domains
Once multiple support domains are in use, teams can agree to allow collaboration between their 4me accounts on requests, changes, projects, and/or assets. Think, for example, of a request for onboarding a new hire. This request may trigger a change workflow with tasks for the HR department to set up payroll and benefits, for IT to provide a laptop and an email account, and for facilities to make a desk available. Details for this request are fully transparent at all times for the involved employees, while personal information about the new hire will be shielded for anyone outside HR. Such collaboration will generate more efficiency, better communications, and a solid base for inter-departmental service level agreements.
Easy upgrades and updates
4me’s true SaaS, multi-tenant architecture allows for an easy transition from our ITSM solution to our ESM solution. It also allows for regular updates, at zero costs, with zero down-time. For an overview of our software’s capabilities, take a look at our IT Service Management solution.
If you want, you can request a free 7-day trial of our software, or contact one of our IT service management consultants or partners without obligation.
SIAM: Service Management Beyond the Enterprise
In the current market of service specializations, your company will likely rely on the services of internal- as well as external providers to serve its own customers. Including these external parties in your service management solution is called Service Integration and Management, or SIAM. 4me has been built from the ground up to allow enterprises’ internal and external service providers to collaborate while 4me keeps track of all service levels.
“The SIAM capabilities of 4me, resulting in superb collaboration possibilities, is something we really needed and that only 4me could offer us.”
“Which departments use 4me? Better ask who is not using it. IT, Operations, Marketing, Facilities, HR, Finance and Logistics all have one entrance: the 4me portal.”
“4me’s ability to integrate all of our internal and external service providers has radically improved supplier collaboration.”