There’s a significant opportunity for enterprise service management at companies today. It can make organizations more efficient and effective. So, what are the use cases?
Human resources presents a few use cases for enterprise service management – it makes the onboarding process easier, it automates requests, and it allows you to make expense reporting less cumbersome and complicated.
Onboarding Gets Easier
A February 2014 survey from BambooHR revealed that one-third of respondents quit their jobs within the first six months of being hired. Fifteen percent of those people stated that an ineffective onboarding process contributed to their decision to quit.
Their frustration is easy to understand – when it goes wrong, it goes very wrong. Ineffective onboarding leads to unproductive employees who feel like they’re wasting their time; they can wait days or longer to gain access to the systems they need.
“Sixty-two percent of companies with a structured onboarding program see faster time-to-productivity”
How can ESM make onboarding better? It automates the process. Instead of submitting a hand-written or email request to the IT department, HR team members enter an employee’s information into the ESM solution and explain what permissions he or she should be given. The ESM fulfills these requests automatically – no more waiting to start working.
Quickly Fulfill Requests
What does your request fulfillment process look like? At most organizations, it’s a manual process: employees fill out a form, submit it to the HR person, and then wait until their request is filled. This is an inefficient process, especially if the matter is time-sensitive.
ESM makes the employee request process faster. We’ll illustrate with an example. Let’s say that Lee wants to request some time off.
“Seventy-five percent of employees would stay longer at an organization that listens to and addresses their concerns”
Instead of filling out paperwork, Lee logs into the self-service portal or opens a chatbot window. Then, he types in his request for time off. The ESM solution checks the request against the calendar as well as against how many vacation days Lee has already taken, and either grants or denies the request.
Simplify Expense Reporting
Expense reporting is a process mutually loathed by those who have to carry it out and by those who have to supervise it. However, it doesn’t have to be that way. ESM solutions can make expense reporting simpler.
How so? In place of filling out forms and stapling receipts, an employee would navigate to the self-service portal or open up a chatbot window. He or she would then enter receipt information, perhaps even taking a picture of the receipt with a cellphone. The ESM would check against internal business rules to approve or deny the request.
“Actively disengaged employees are twice as likely to seek new jobs as engaged employees”
The opportunity to implement ESM in the HR department is huge, because most organizations have HR departments and many HR departments still use many manual or otherwise inefficient processes. Interested in learning about the opportunities ESM presents for your HR department? Download From ITSM to ESM: The Evolution of the Digital Enterprise.