What is ESM? Prevent fragmented corporate service ecosystems from hurting your organization
by Martin Stewart, on 16-May-2019 16:15:00
Most organizations have an IT service desk, because in business today nothing happens without technology. Other corporate service providers (like HR, Facilities Management, and Finance) may have a hotline or shared email box as a single point of contact (SPOC) for employees who need help.
Some might have a web portal for logging issues and accessing FAQs. Add up these touchpoints across all your corporate service providers and you’ll find you have many single points of contact.
Often service providers don’t behave like service providers because they don’t think of themselves as service providers. They don’t present a defined interface to the organization. Requests are not logged and tracked. Expectations are not set. When employees need help, they contact an individual. When help is sought on a person-to-person basis, the interface is fragmented, with many points of interaction. With no single point of contact and no system of record, everything happens below the radar and nothing is managed. Demand is invisible, work is never tracked, performance isn’t measured, and requests disappear into a “black hole” so employees waste time chasing-up to get what they need in the timeframe they need it.
In a fragmented service ecosystem, employees are being under-serviced or over-serviced, with either too many options or none. When they need help, they don’t know where to start, or are swamped by choices and must keep a list of phone numbers, email boxes and portal logins. The service ecosystem is complex and siloed, and this fragmentation causes waste:
- Multiple help desks duplicate cost and effort
- Employees must remember many phone numbers and logins and learn to use many portals
- Confusion around service ownership means requests are passed around until they reach the right service provider, wasting time for service providers and service consumers
- Processes are inefficient, including redundant tasks and automatable tasks
- Where many point solutions exist, organizations are paying for the same technology many times over, wasting budget which could be used elsewhere
This is where the Enterprise Service Management (ESM) model comes in. ESM is a strategic approach to creating a joined-up corporate service ecosystem for higher quality and efficiency for both the service providers and service consumers. It’s a holistic approach which aims to bring corporate services out of the dark and into the light where performance can be tracked, measured, governed and improved.
Want to find out how to create a joined-up corporate service ecosystem with the ESM model? Stay tuned for our next blog where we answer the question: Are corporate services the biggest blind spot in your organization?