5 reasons an IT service desk is not just for IT teams

What is Enterprise Service Management (ESM)?

When the capabilities of IT service management are applied to other business functions like HR, Finance, Facilities, Legal, Sales, or Marketing to improve service delivery, it is known as ESM (Enterprise Service Management)

We no longer live in the ‘traditional’ era of ITSM when technology is only a requirement for IT teams. The goal of the IT function is more strategically focused on delivering business value. Picture an organization today, most employees have the ability to work? are either opting for hybrid or remote working. Without an enterprise-wide service delivery engine in place, it will undoubtedly be difficult to equip employees with the right resources needed to do their job or “keep the lights on”. Whether HR or finance, facilities or legal, the business-centric use cases for ITSM are manifold. 

In fact, according to The Hackett Group’s 2022 Key Issues Study, 61% of organizations have enterprise digital transformation on their agenda. This goes to show how digital workflows, implemented throughout the organization, can truly benefit all teams. Overall, the most compelling reasons to have ITSM support all business functions are: improved efficiency, effectiveness, control, and insight.

Difference between ITSM and ESM:

ESM essentially differs from ITSM because of its use cases. ESM is used to support multiple business functions and departments. You can even say that ESM has evolved out of ITSM. However, there are still some fundamental differences between ITSM and ESM that are important to consider. They are:

ITSM is primarily concerned with managing technology and its components. ESM is focused on products, organizational structures, supplier networks, and other business-related objectives.
Most ITSM software have a technology-oriented user interface built for technically strong professionalsESM is more business-oriented and as a result, the user interface is a lot more intuitive with a shallow learning curve.
ITSM software is constrained for use by an IT organization/IT team internally.ESM has a broader user base, across the organization and even beyond.

How can ESM transform an organization?

1. Internal silos are broken down:

Organizations in the past have been siloed. When there are myriad steps and departments involved, processes are manual and error-prone. For example, while onboarding a new employee, HR needs to work seamlessly with other departments like IT and facilities. The new employee requires a laptop, an onboarding kit, and access to services and software. With a strong ESM tool, the process can be automated and a consistent sequence of tasks can be  followed. Thus, new employees have a smooth onboarding experience, irrespective of their choice of working from the office or remotely. 

Putting this thought to action, Cheetah Digital began using the employee onboarding module by Freshservice. The recruiting team stands at a 100% adoption of the tool and has experienced the transformative effects of ESM. When a new employee joins, the module auto-triggers an email to ask for key information like their social security number, emergency contact, etc. The new hire’s manager details their job title, start date, and laptop preferences. With effective stakeholder mapping, tickets like laptop requests and email ID creation are auto-raised to the IT team. 

2. Sustainable value is delivered:

The boundaries of some employee issues are blurry. Working through resolving an incident requires the help of various support teams. Going through this process can become frustrating for the employee. A unified help desk software, with all concerned teams at one place, where an incident is managed, right from the time it is reported, to when it is resolved can help optimize employee service delivery 

For example, employees incur travel expenses and need to get them reimbursed by submitting invoices. This process could be never-ending email exchanges, involving multiple departments like travel, HR, and finance. ESM allows for employees to simply submit invoices in the support portal, approval gets auto-triggered to HR, and reimbursement tickets gets created for finance to resolve. Streamlining of this process makes it quick and efficient, thus improving employee experience.

3. Cost of delivery is decreased:

Self-service and user-enabled capabilities can go a long way in reducing the resource burden on help desk staff. Today, end-users/employees expect to be able to access support from wherever they are, 24/7. ESM functions even more efficiently through mobile tools and web-based interfaces. When more tools are in the user’s hands, it increases autonomy and overall, reduces costs. Whether it is facilities receiving requests for workplace entry or finance receiving queries on reimbursement processes, self-service can not only save costs but also improve agent efficiency by enabling them to focus on more strategic priorities.

4. Quality of services and efficiency are improved:

According to the Hackett 2022 Key Issues Study, G&A leaders have predicted that 82% of their staff will be working hybrid or remote by the end of the year. With this major shift in preferences, arises the need for digital collaboration as well as digitization of business processes and assets. ESM leads to greater responsiveness and provides the consistency to support a more diverse business/IT ecosystem.

5. Informed governance decisions are made:

Greater operational visibility enables management to make more informed decisions regarding governance and leadership. ESM allows transparency in service delivery thus proactively identifying roadblocks and challenges. So, with a stronger ESM software, the result is more impactful leadership guidance within the organization. 

There are, of course, more benefits to implementing ESM in your organization. In a nutshell, with efficient enterprise service management, siloes are bridged and operational efficiencies are unlocked. With more companies prioritizing a digital transformation agenda in recent years, ESM can make IT an enabler of this transformation. So, what is the future of ESM? With concepts, processes, and supporting tools being implemented more widely in the organization, the popularity of ESM is also rising. As work culture evolves, it is important that the tools and technologies that support it grow at the same pace. Enterprise service management fuels the need for innovation and greater efficiency in service delivery. 

According to the Forrester Wave: Enterprise Service Management Q4 2021 report, Freshworks was named as a strong performer in this category. Forrester has recognized Freshworks for making the tool easy to use and allowing customers to fill capability gaps through our ecosystem rapidly. Are you interested to learn more about Freshservice’s ESM capabilities? Learn how to deliver uncompromised employee delight across the enterprise with a single service management solution. 

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