Why Enterprise Service Management (ESM) is no More Limited to IT?

3 min read Feb 22, 2021

Economic realities have driven enterprises to ponder new opportunities for service delivery that assists them to operate economically along with ensuring service excellence. And when it comes to operational excellence, Enterprise Service Management (ESM) plays a vital role in improving efficiency, performance, and service delivery.

ESM is a practice of implementing IT service management to the major segment of a business with the motive to improve performance, efficiency, and service delivery throughout a business. It echoes the major components of ITSM that include- Service management theories and principles, Structures and technologies like Service desks, Incident request and change management software architecture, Self-service, utilization of automation, and so on.

The Big Picture: ESM going beyond IT

In the past few years, IT teams experienced automated service requests and particular processes that assist the workforce and customers who are dependent on your IT for providing software, tools, and processes while improving the workloads and streamlining service delivery. ESM evolved steadily for addressing the growing business demands and now it accompanies user-friendly and flexible service management solutions for supporting IT and non-IT use cases.

So, the point is, ESM is no more confined to IT and has a wide approach for lending a helping hand to business areas beyond IT. Backed by ESM principles, business segments beyond IT are realizing that they can automate and gather collective insights and useful data that further helps in improving performance and service delivery. 

Unlike the traditional methods, the IT service catalog is no more limited to handling IT tickets only, rather it offers a holistic cluster of services like resource tracking, repair handling, and so on. The advent of technology has led to a notable evolution in ESM which can help businesses with a broader approach. Let’s explore the major verticals where ESM is showing its true potential, rather than staying confined to IT.

Artificial Intelligence gains more importance

AI has already impressed all of us while improving our lifestyles for better reasons. Along with benefitting every business segment globally, Artificial Intelligence accompanies countless opportunities for ESM where businesses get to explore AI chatbots, self-service portals, and a lot more to ensure a rich experience while the employees interact and serve across multiple departments. AI holds the potential of automating mundane tasks and ensure efficient approaches for service management. With the self-service functionality of AI-powered bots, it helps in minimizing direct tickets to the service desks and further improves the customer satisfaction level. It even helps in minimizing support costs and helps to manage backend processes and knowledge management. 

Unified experience for multiple business functions

Since the impact of IT has expanded beyond IT, there has been a rapid demand for consistency of unified experience throughout IT and other business functions. An ESM system holds the potential of uplifting the user experience, transparency, more control, and maintenance. 

ESM Services

Business-specific solutions

In the digital landscape, IT services are becoming more specialized than before and with this, there is a growing demand for ESM solutions that must be specified to cater to the requirements of particular business segments. There are numerous innovative solutions and illustrations of extensive tailoring that are ideal for addressing challenges in retail, hospitality, higher education, and other business segments as well. 

ESM solutions hold the potential for addressing real-time issues that enterprises usually undergo. It even helps businesses in leveraging plug-and-play solutions that cater to the bottlenecks of wide business segments.

Valuable insights

Modern service management dashboards hold the potential of assisting executives to gain valuable and actionable insights while helps the CXOs grab a real-time representation of service health. So, depending on the industry standards and best practices, ESM can be of great assistance in endless ways.

Digital revolution

Since more and more enterprises globally are experiencing digital transformation in recent times, technology has to be integrated well with the business objectives so that IT goes to the next level from being a service provider to becoming a key player in business operations. 

Integrating ESM holds the potential of transforming service integration and management while offering a seamless technology experience to the workforce. There are a lot of other digital transformations that can be expected with the implementation of ESM in modern businesses and major industry verticals.

The Verdict

Reaping the real-time benefits of ESM solely depends on how widely your business implements its tenets. And in today’s next-gen age, there are a lot of hidden benefits that businesses can expect out of ESM, such as- maximized productivity, reduced waste, better visibility, and control, improved user satisfaction, sharpen the competitive edge, and improved business ROI. 

ESM simply has a long way to go in the digital landscape. Since more and more businesses are realizing the true potential of ESM in diverse industry verticals, we can expect a lot out of ESM in the time ahead.

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Yashu Kapila

Yashu Kapila is working as Vice President at BugRaptors. The best part of her role is managing key client relationships, setting up and building large testing services and release for projects spread across the globe. She has diverse experience in release management, consulting, operations and presales. She holds the expertise in SDLC, Project management, Process Definition, and CMMi. She is also involved in creation of WBS, test plans, user requirements study, part of wireframes, resource allocation, daily scrums, monitoring and control. She drove CMMi L5 v1.3 initiative with successful implementation of the model.