4 Real-Life Enterprise Service Management Examples

10/19/2018 by: Jaime Spector

AI and ITSM

When you’re going to invest in a technological solution, you want to be certain that you’re making the right choice. Reading or hearing about case studies of customers that have implemented the same solution not only provides a sense of reassurance, it also might spark new use cases you might not have considered previously. 

The same holds true of Enterprise Service Management (ESM) solutions. This post provides examples of real-life organizations that have successfully utilized ESM solutions to become more efficient and provide better service—read on to learn more. 

ESM in the Higher Education Space

A large public university system in Texas reports positive experiences with its ESM solution. The university had ERP software in place, but there were gaps in it—employees couldn’t request the services they needed through it. As a result, it took longer for things to get done, making processes slower and more inefficient. 

After implementing an ESM solution, the school realized there were a number of use cases that arose. For example, the university could automate requests for facilities management, marketing, legal, grant writing, and data management. Without an ESM solution in place, it takes much longer to access those services. An ESM solution keeps staff efficient and productive. 

ESM for Customer Service 

No matter what space you’re in, your organization has customers of some kind or another. You need to manage those customers so that you efficiently satisfy their needs. 

ESM can help you meet that goal. Customer service employees can enter request extra help for research or for other staff members to help them with a high volume of demand. Without an ESM, customers’ needs can fall through the cracks, which leads to dissatisfaction and churn. 

Enterprise Service Management, the Next Generation of ITSM.

ESM for Accounting and Finance 

ESM might not be the first thing that comes to mind when you think of accounting and finance. However, there are use cases for ESM in this space.

Have your employees incurred expenses? Do you need to submit invoices or track payments? ESM can handle these tasks. Instead of manual processes (such as handing over receipts or invoices to the accounts payable person), employees could submit these documents online and request payment. A once previously time-consuming process can be streamlined to increase efficiency. 

ESM for Procurement 

No one likes going through the procurement process. It’s tedious, having to track down multiple quotes and then research the best option. What if that process was automated? 

That’s where ESM comes in. You could submit quotes through the ESM solution, then ask for approval for purchases. From the vendor side, the merchant can issue discounts or payment adjustments from within the ESM, putting an end to arbitrary, labor-intensive processes. 

“Many companies surveyed by Forrester report that 50% of work handled by their ITSM solutions isn’t related to IT.” 

These four examples represent some innovative use cases of ESM, though this list is by no means exhaustive. There are many ways in which ESM solutions can make your organization more efficient and productive. To learn more, read From ITSM to ESM: The Evolution of the Digital Enterprise.

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