Demystifying Enterprise Service Management
During the last couple of years, businesses have been changing how decisions are made for acquiring new technology to improve efficiency and the overall employee experience. IT no longer has sole control over considering, selecting, and implementing business-critical applications due to availability in the cloud. Businesses can now choose and implement cloud-based applications with little to no IT involvement.
To stay relevant, IT needs to bring new ideas to business and act as a partner in evaluating, selecting, and implementing new systems. To kickstart this process, many IT departments are now working with HR to roll out new enterprise service management (ESM) solutions.
What is enterprise service management? How does it differ from the older ITSM?
In order to understand ESM, it may be better to think of it as “Employee Service Management,” or a business-wide effort to create a simple, single platform for any and all employee needs.
While enterprise service management and IT service management are similar in many ways, there are key details that differentiate the two. In the past, service management concepts were focused primarily on IT processes, which was ITSM. ESM’s have many, if not all, the same goals as ITSM—most notably the improvement of efficiency within service design and efficiency as it supports overall user satisfaction and organizational needs. The key difference is that the ESM framework tracks various aspects of the overall organization based off of concepts and strategies developed by ITSM’s used only in IT departments.
HR departments are working hard to improve the employee experience to increase the retention of high performers. The biggest source of employee inefficiency and frustration is tracking down the right resource to answer a question or solve a problem. Studies show employees spend more than a day—sometimes a week—wasting time tracking down the right resources.
A good ESM will eliminate waste and frustration.
The EVAN360 Difference
Unfortunately, most ESM solutions are based on the traditional help desk ticketing system. The process is well known:
- Employees contact the help desk via chat, email, or phone call
- A ticket is logged in the system
- Help desk employees review tickets on a regular basis and route them to the appropriate support personnel
- Support personnel review the tickets and choose which to address
- Support personnel will “table” or ignore tickets deemed unimportant
- Employees get their problem solved. Sometimes. And not very quickly.
When ticketing systems just aren’t good enough, EVAN360 is here to fill the gaps with three key differences:
- Productivity – EVAN360 provides real-time help by connecting you to the right expert right away
- User Satisfaction – Ticketing or chatbot systems do not give end-users or customers the ability to ask add-on questions. Users prefer interaction with human beings over chatbots or email, which are incredibly frustrating and make things less efficient.
- Competitive Edge – Customers want to interact with a human who is easy to work with. You cannot do that through chatbots, email, or ticketing-based systems.
With EVAN360, you log in, select your topic, and ask for help. You will receive help immediately. It’s that simple.
For a more in-depth look at how EVAN360 works, please refer to our EVAN360 Platform Overview video.