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Enterprise service management(ESM)

Enterprise Service Management

"Extending IT service management capabilities beyond technology services to address business-centric use cases; managing service demand and supply through a common platform, portal, and service catalog; and speeding up innovation and workflow automation through PaaS/low-code development tooling." - Charles Betz, Forrester

To better contribute to business, employees need various services from IT, HR, Facilities, Legal, Travel, and other departments. Being the forerunner of technology in businesses, IT teams have streamlined their service delivery based on proven ITSM best practices like ITIL, and implemented service desk tools to manage their processes. However, most other departments still handle their requests through email, and maintain them on a spreadsheet or through siloed legacy apps. Add in the lack of established processes and best practices, and delivering services efficiently becomes a challenge. Digital transformation has revolutionized the customer experience across verticals. It's important that businesses extend the same level of consumer-focused service delivery to their internal audience as well; one way to do this is ensure a consistent, seamless service delivery experience across business functions.

Key Challenges

While most business functions leverage technology to deliver services, inconsistent processes and disparate tools can result in broken service delivery. CTOs may struggle to unify their organization’s siloed service desks and various tools to deliver a fulfilling end-user experience. Some of the key challenges of ESM include:

  •      Onboarding departments on a single service management platform.
  •      Deploying a unique service desk for each business function.
  •      Providing business functions with enough autonomy with respect to people, data, and processes.
  •      Allowing users to access services across the enterprise from a single portal.
  •      Extending proven ITSM best practices to other business functions..


Features


Unified service management platform

Manage your organization's users, control organization-level configurations, and maintain individual service desks from a central console.

Rapid-start enterprise service desk

Remove any hurdles to service desk deployment by allowing business functions to create and launch their own instance in less than 60 seconds.

Unique service desk instances

Provide departments with the necessary autonomy to maintain unique request templates and automations, as well as their own service catalog.

Single enterprise service portal

Allow users to access various service desk instances from a central enterprise self-service portal.

Out-of-the-box best practicest

Leverage ServiceDesk Plus’ built-in process automation and service management capabilities to streamline services across business departments.