business
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TALKING
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experience, technology-enabled, support
and customer service that can be facilitated
by ESM.
8. The benefits of ESM are very
similar to those of ITSM
It’s logical – because if ITSM capabilities
are being shared with, or extended to, other
business functions, then so are the available
benefits. These include:
improving their non-IT business-function
operations and outcomes.
5. ITSM tool use outside IT is high
A 2018 HDI survey and report The State of
ESM found that:
• 84% of organisations currently have a
formal ITSM tool
• 91% of respondents with a formal ITSM
tool state that their ITSM tool can be
used outside of IT
• 63.5% of respondents currently use, or
plan to use, their ITSM tool outside of IT
6. There are different approaches
to ESM
As with ITIL where different organisations
adopt different ITSM best practice
processes (or ‘management practices’ as
per the new ITIL 4 update), there’s also a
range of ESM scenarios.
Viewed simply, there’s the singular use of
the corporate ITSM tool in another business
function – for instance, its use to support
human resources (HR) operations.
Let’s call this ‘tactical’ ESM. But please note
that there’s currently no differentiation in
the naming of these different scenarios
within the ITSM industry, with this simply a
logical term to differentiate this reactive and
piecemeal approach (to sharing the ITSM
tool and maybe some ITSM best practice)
from a more strategic approach.
Such that ‘strategic’ ESM is where
a business-level decision is made to
38
INTELLIGENTCIO
“
AXIOS SYSTEMS
HAS OFFERED
UP A VARIETY OF
INSIGHTS INTO
WHAT ESM IS.
systematically share ITSM best practice and
technology across the organisation.
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Better service and customer experience
Increased control and governance
Improved efficiency and reduced costs
A platform for improvement opportunities
Self-service efficiencies and
workload reductions
Improved access and
communication channels
A better ROI on the corporate ITSM
tool investment
Improved accountability
Improved effectiveness of operations
A better understanding of what services
are needed and provided
Improved visibility into operations
and performance
Standardisation
With this, the ITSM capabilities are shared
with more business functions than is
common with the tactical approach. Or, to use terminology that’s more likely to
be well-received by other business functions
– to provide the capabilities that support
back-office Digital Transformation, which
is very much aimed at improving employee
productivity and the employee experience.
7. ESM can help beyond the common
business function use cases Plus, there’s another important benefit of
ESM that shouldn’t be overlooked.
Educational institutions are a great
example of this, where not only do these
organisations have all the opportunities
across HR and facilities, there are also
opportunities to enable and better manage
services and support in other areas including: This is the opportunity for IT to better
demonstrate its business value via its
service management skills, knowledge,
and experience plus the provision of ITSM
technology to support business-wide
service management.
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• If you want to find out more about the
opportunities ESM can bring your organisation,
download the on-demand webinar recording
of Axios Systems. Watch now!
The admissions office
The alumni office
Faculty services
Libraries
Medical centres
Research departments
And, if you think about the need to serve
and support students as end-users or
customers, there will most likely be an
even greater expectation for consumer-like
You can also find out more about this
subject by reading this
ESM 101 blog. Axios
Systems will be hosting
a further webinar on
June 11. n
www.intelligentcio.com