When companies began using information technology (IT) resources more intensively, the need to more effectively manage IT resources and services arose. We just have to look around us to see a variety of equipment and systems such as computers, network cables, wi-fi, corporate systems, antivirus software, applications etc. that need to be working properly. And we’re not just talking about the growing number of products and services, but also their complexity, which has evolved considerably. This has led to the development of a number of tools and techniques that are shared between ESM and ITSM.
The emergence of Information Technology Service Management (ITSM)
In recent years, IT departments have come to play a strategic role in organizations. They have become veritable service providers for other departments and are fundamental for the maintenance and growth of companies. With this evolution, the development of techniques and standards for IT management has become important. They help IT departments to better respond to the needs of users and to effectively contribute to the development of the business.
This has led to the emergence of service desk systems, ticket management systems, asset and system update controls, access security policies and many others that constitute what we refer to as ITSM.
The relationship between ESM and ITSM
More recently, it has become clear to companies that other departments provide services internally. However, this does not necessarily mean these services are executed efficiently. Often, a company’s development is hampered by the lack of efficiency and organization in sectors like HR, finance or facilities that provide services to other sectors and employees.
It became clear that the tools and techniques used successfully by IT could help other departments. After all, IT also addresses demands that need to be identified, detailed, forwarded for solution and monitored.
Let’s use the hiring of a new employee as an example. It all starts with the need for more manpower in a department. If there is no mapped and controlled process for hiring, this need can reach HR through informal channels, such as e-mails or even a telephone call. It is likely that relevant information is missing for HR to understand the need, as well as the appropriate authorizations. Likewise, it is possible that this demand will be “lost.” The HR employee’s inbox may be full and he or she may fail to respond appropriately to the request. It is not difficult to see how this way of conducting the process can undermine the smooth operation of the business.
Thus, the concept of Enterprise Service Management (ESM) emerges. This is the use of ITSM techniques, tools and processes in other departments.
What is ESM?
ESM is a single platform where users and customers can find solutions to their needs and problems. Whether it is a question about an accounting error or installing new software, users can go to one place where they can find a knowledge base and a catalog of services for registering service tickets, among other services. There should also be mechanisms to monitor the progress of requests. Thus, rather than thinking about the differences between ESM and ITSM, we can think of ESM as an extension of ITSM.
ESM: much more than just registering tickets
ESM solutions offer many benefits to companies that implement them. They allow companies to create self-service and automated service mechanisms, among others. They also allow different sectors in the company that provide services to offer ready-made solutions to their users, such as application update packages and procedures to resolve routine problems. These solutions can also be in the form of articles with knowledge based on the resolution of previous tickets. This set of solutions offers speed and agility to address people’s needs and optimize people’s time in service sectors. Without the need to deal with simple problems, people can focus their efforts on more complex processes.
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