Are you facing the dilemma of improving service work? Service outcomes depend upon knowledge workers getting things done. Whether you’re servicing a laptop or a train, it’s all just operations. Service improvements require insight into what work needs to be done, who is doing the work, and where the work in progress is.
But often, the needed information is siloed — gridlocked in legacy systems, scattered across the intranet, or hidden in email, causing delays, confusion, and lost opportunities.
How can organizations improve service delivery across the lines of business and IT? Enterprise service management (ESM) continues to gain broad adoption as employees embrace using ITSM to support more than just IT.
Services Uncover The Invisible Work That Your Org Underestimates
Organizations need to uncover the underserved areas of operations. No matter what your vertical market is, you can benefit from formalizing the informal work within operations. From departmental handoffs to automated procurement, ESM automates the little things in the work environment. Knowledge workers spend too much time doing work that can’t be managed, can’t be improved, and can’t be measured. ESM replaces endless emails, working in multiple systems, and manual work.
Applying ESM to underserved areas of the business helps organizations solve common problems such as increasing access to difficult-to-use legacy systems, tracking and validating information, coordinating work across teams, and integrating with back-end systems. Organizations realize that with ESM, teams can improve the flow of work, increase predictability, and decrease time to completion.
ESM Provides Predictability To Your Employees
ESM is an ever-evolving platform that enables work tracking, facilitation, and automation for improved business operations and line-of-business processes. As adopters apply ESM to business operations, they’re finding that these platforms fill long-standing gaps. Organizations use a combination of automated workflows, asset management, and custom forms to solve the persistent problems of day-to-day knowledge work.
ESM supports operational teams by helping to improve the consistency of service delivery, providing visibility into the work in progress, and improving both customer and employee experiences. Once a workflow is automated into the ESM platform, teams experience immediate benefits. Instead of laboring through outdated interfaces and using multiple systems to accomplish their work, ESM allows knowledge workers to perform their daily work with much-improved tech experiences.
ESM Connects And Coordinates Work Across Teams
Enterprise service management gives new meaning to shared services by facilitating work across departmental lines. Traditionally, the internal silos within an organization make it difficult for customers to figure out whom to contact. For complex requests, multiple fulfillers are involved, leaving the customer to determine who they should contact if there is an issue. Teams find that automated workflows simplify interactions — turning informal and ad hoc into predictable workflows.
ESM creates a universal system of connected work — bringing the work of individual teams into a single platform where the tasks can be choreographed and synchronizing the work efforts of individuals to deliver the needed outcomes for customers.
Early adopters of ESM are looking to expand even further into underserved areas with new use cases. To learn more about how ESM is being used across industries, check out our new report: From Trains To Telcos, ESM Is Reshaping Knowledge Work.
Have questions? That’s fantastic — let’s connect and continue the conversation! Please reach out to me through social media or request a guidance session. Follow my blogs and research at Forrester.com.