Transforming Service Management with ESM

In many organizations, the principles of IT Service Management (ITSM) have transformed how IT departments handle requests, manage resources and improve efficiency despite budget and resource challenges. But why stop at IT?

The rise of digital transformation has necessitated a new service management approach.

Enterprise Service Management (ESM) creates a more holistic, enterprise-wide approach to service management and breaks down the silos of traditional service management.

With ESM, IT departments become critical business enablers, working in harmony with departments like HR, facilities, legal, and more. ESM expands the scope of ITSM to streamline operations across the entire organization. By aligning IT services with broader business processes, you get improved service delivery, enhanced collaboration, more visibility, higher customer satisfaction and greater business agility.

Key components of ESM

Successful ESM execution involves a few key components, including:

• Process automation: Automating routine tasks like incident management, service requests, and approvals frees up staff to focus on strategic initiatives. Automation also reduces human error and improves response times, especially for cross-departmental collaboration on tasks like onboarding new employees.
• Shared service delivery models: ESM promotes shared workflows and processes across departments, breaking down silos and encouraging collaboration. This ensures consistency in service delivery and promotes efficient resource utilization for projects and tasks.

Finding a no-code ESM platform with automation and integration – like TeamDynamix – can make all the difference. With codeless platforms, you can better enable technical employees in all departments and cut down on the number of IT resources needed to carry out ESM.

Avoiding ESM pitfalls

One of the biggest challenges organizations face when it comes to implementing ESM is resistance to change.

Organizational change can be scary.  

Any organization looking to implement ESM should start by encouraging everyone to think about their tasks as part of a service, and their roles as service providers. This perspective can help motivate people to want to innovate.

In addition, leadership should communicate the benefits of ESM and provide training and support to employees so they can actually see the benefits and how it will help them manage their work.

Pima County, for example, started its culture shift in IT, to demonstrate the success of new technology before rolling it out to the rest of the organization.

“The drudgery of working through mundane, repetitive tasks doesn’t exist just in IT,” said Mark Hayes, information technology leader for the county. “The more we can reduce toil within the departments we support, the more people are going to buy in and understand the value of what we’re trying to achieve. There’s nothing like success to breed more success, and once other departments see the benefits, they’re going to want these tools too.”

Finding the right ESM platform for success

At Casino Arizona and Talking Stick Resort, TeamDynamix is the ESM platform choice.

“We looked at a number of systems,” said Program Manager Adam Dunn. “In TeamDynamix, we found the one that was most user-friendly.”

The resort’s housekeeping team will use the ESM platform to help with resource capacity planning around events.

“We have an event space where we host a variety of different things,” Dunn explained. “We’ll be using [ESM] 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 in order to plan and staff appropriately.”

Using TeamDynamix ESM has greatly improved the response times for a variety of services, including security and access approvals, Dunn said.  

“We averaged four or five days to obtain proper approvals with our previous system. Now, we’re looking at one or two days,” he said. “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.”

Is your company ready to embrace the power of Enterprise Service Management? Explore how adopting ESM can transform your operations and drive business success.