Enterprise service management (ESM) is a revolutionary concept that businesses are only beginning to truly grasp. While there are some alpha adopters, the true nature of ESM is only in its infancy.
According to CIO Magazine, ESM is the next step in the evolution of ITSM. Other analysts are adopting this definition, too. ITSM is built upon a foundation of traditional ticketing and service desk solutions to manage planned and unplanned demand along with managing the systems development lifecycle.
We disagree with this definition of ESM and have adopted a more strategic view of what ESM could and should be.
ESM is a revolutionary concept, not an evolutionary concept, and it doesn’t necessarily rely on traditional means of providing service. A true ESM solution is built upon three main tenants:
An enterprise service management solution is truly enterprise in nature. Enterprise implies that the scope of providing service applies across the entire value chain. Traditional solutions are typically siloed to a specific business function. In the traditional mode, HR has a help line to call, IT has a ticketing solution, and customer service has online chat. None of these solutions interact with one another or fit what the customer or employee needs.
An ESM solution is a single, integrated interface for providing the customer with a way to request service, regardless of who is providing the service. A remote employee requesting help with a medical issue, a corporate employee needing help with a laptop, and an external customer seeking assistance with a product issue all use the same platform to connect to a solution provider.
It is truly service oriented. Service means the solution provides a means of providing the service—not just the service request—via two-way communication. With traditional solutions, communication is largely one-way. For example, traditional ticketing solutions only allow a customer to request service and the call back is done through a second means of communication. AI and chatbots can only provide service for the small fraction of questions written within a narrow set of syntax. Typically, AI provides the wrong answers while chatbots ask the wrong questions, resulting in delayed problem resolution.
An ESM solution provides the means for requesting the service, identifying the right solution provider, and solving the issue. It’s the entire closed loop. The closed loop requires the service request to be a seamless part of the solution without multiple handoffs throughout the organization.
The process is truly managed with business rules and consistent processes. Management means there is some level of built-in control, performance monitoring, and accountability. For example, traditional solutions such as call centers and ticketing systems only provide a way to manage an incoming request. Accountability, performance monitoring, and managing who, when, and how issues are resolved is a black box.
An ESM solution provides a way to monitor a request through the resolution process. This includes understanding service provider response time, cycle time by type of problem, and overall customer satisfaction. The entire process is measured, and information captured is used to understand trends and continually improve customer service.
Finding the Right Technology
Dozens of technologies claim to provide customer support, but only a few have the capabilities of a true ESM solution. While a chatbot might help an employee with Excel, chatbots would be frustrating for a customer seeking immediate assistance with a unique product issue. An integrated voice response (IVR) system might work well for a large group of unsophisticated bank consumers, but IVR is not cost-effective for providing engineering assistance to remote technicians.
Service desks, IVR, and ticketing solutions require investment in human and technical infrastructure and are bottlenecks for problem resolution. Self-service, chatbots, and AI only solve a fraction of customer problems. Phone and email requests are rarely answered as quickly as the customer expects, resulting in long wait times.
An effective ESM solution must be flexible enough to provide the highest level of service at the lowest possible cost.
- Highest level of service = immediate connection to the right person to solve a problem as quickly as possible.
- Lowest possible cost = the minimal infrastructure to provide the highest level of service.
Fortunately, that solution exists. The EVAN360 ESM solution helps companies give their employees and customers the service they deserve.
EVAN360 can be deployed for internal employees and external customers, instantly connecting them to the right expert for help. No ticketing bottlenecks and no jumping through hoops to find answers. It’s truly an unmatched enterprise service solution that can be tailored to a company’s unique needs.
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