Is ESM the New ITSM?

10/03/2018 by: Jaime Spector

 ai-and-itsm

The field of enterprise IT seems especially prone to jargon. ESM is one such example, but it’s not a mere trend. In fact, ESM is being compared to ITSM. 

Why is Enterprise Service Management (ESM) such a crucial concept, why does it have staying power, and why are people calling it “the new ITSM”? Read on to learn how, like ITSM, ESM can make your operations more efficient and your employees more productive. 

Why Are People Calling ESM “The New ITSM”?

What’s so great about ESM that people are calling it “the new ITSM”? It’s helpful to have a bit of background to answer this question. 

The concept of ITSM didn’t always exist. We can thank the British government when it decided in the 1980's that the level of IT service provided to it wasn’t sufficient. A government agency developed the forerunner to ITIL, a framework that aims to improve ITSM. The organization that’s now in charge of ITIL has subsequently released three versions of the framework, always with the goal of making ITSM even better for end-users.

“The goals of 64% of highly mature IT units are oriented towards business outcomes”

ITSM’s objective is to make the delivery of IT services more efficient and cost-effective. That’s why people are comparing ESM to ITSM.

Enterprise Service Management, the Next Generation of ITSM.

The Promise of ESM

While end-users have benefited from ITIL and ITSM best practices, the delivery of enterprise services hasn’t gotten significantly better. On the contrary, enterprise service delivery has been plagued by inefficient methods, such as manual data entry and reliance on outdated communication techniques (fax machines, anyone?). 

We’ll illustrate with an example. Let’s say that Jon wants to book one of three projectors for a presentation for his colleagues. The department that provides access to the projectors has a manual system for signing them out; if Jon wants to reserve one, he has to go in person and write down his name on a list. If three other people have already reserved projectors for that day, Jon is out of luck, and priority is first-come, first-save.

“In a 2018 study on ESM, 84% of organizations reported using a service management tool”

What would the situation look like if Jon’s company had implemented an ESM solution? We’ll use the same example. Instead of Jon having to go to an office and write his name down on a list, he would navigate to a web portal or open a chatbot window. Then, Jon would type in his request, and the chatbot or portal would check the organizational calendar to see if a projector was available for that day and time. 

If a projector is available, Jon can then reserve it. He no longer has to take time out of his day and hope that the vital equipment he needs to do his job is available. Implementing ESM allows end-users (and organizations as a whole) to be more efficient. 

“At a presentation at the November 2017 Fusion conference, 50% of the audience indicated some level of implementation of ESM”

ESM has the power to make end-users more efficient, much as ITSM has. To learn more, download From ITSM to ESM: The Evolution of the Digital Enterprise.

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