Enterprise Service Management (ESM) is an optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes. In this three-part webinar series, we will be focusing on those building blocks to provide a well-rounded understanding of ESM and how it can effectively uplevel your internal and external customer service processes. In Part Three, Putting it All Together: ESM for HR, Finance, Marketing, and More, you will learn: -How an ESM implementation looks in each of the major business units -Why ESM can and should permeate the whole organization… eventually -Examples of successful implementations you can use as models for your own

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2. ESM Webinar Series Part 3
Putting it All Together: Service Management
for HR, Finance, Marketing, and More

3. Audio is streamed through
your computer speakers, so
make sure your audio is on
and turned up.
The recording and slides will
be sent to everyone via email
within 24-48 hours after the
webinar concludes.
Submit questions any time
during this presentation via
the Q&A box on the bottom
panel of your screen.
Housekeeping Items

4. Sneha Crews
Managing Director,
Solutions Engineering
Cprime
Speakers
Eric Rodstein
Senior Solutions
Engineer
Cprime

5. 01 Recap of Webinar 1 & 2
02 Benefits of Scaling ESM
03 Bridging the Gap
04 Keep the Conversation Going/Q&A
Agenda

6. Recap of ESM Webinar 1 & 2
Leveraging Product Design Thinking to
Optimize your flows and create efficiencies

7. • An optimized combination of the right software solution, well-thought-out
processes and workflows, and customized automation that effectively
supports a customer-centric approach to each service an internal business
unit undertakes.
Enterprise Service Management Defined

8. • Take a product mindset to your service
management approach (Who, What, Why)
• ESM requires design thinking which is well
thought out processes and workflows combined
with automation to create a customer centric
approach
• Understand the requestor's customer journey to
be proactive to your customer needs
• A service isn’t done once it is delivered -
incorporate constant learning from feedback
Key Takeaways from ESM Webinar #1

9. • ESM requires collaborations and coordination
across multiple teams and departments to
provided optimal service to its requestors
• Value stream & flow are a mechanism to
understand and quantify service delivery
• Focus on high-value activities, and seek to
automate repetitive and manual tasks to
increase efficiency and speed to outcomes /
resolution
• Automated integration between teams and tools
on consistent interactions increases customer
satisfaction
Key Takeaways from ESM Webinar #2

10. Benefits of Scaling ESM
Through the whole organization

11. Benefits of Scaling ESM Across the Org
Balance strategic and
service outcomes
Aligned to business
outcomes
Dynamic and iterative approach to
knowledge management
Improved &
automated
Information Exchange
Increased efficiency and
speed of resolution
Maximize visibility
and governance
Centralized intake and self-
service with streamlined
Service Catalog
Client and employee satisfaction
through better alignment
Improved
collaboration

12. ROI Drivers to Scaled ESM Approach
● ROI Area #1 — Time is Money
● ROI Area #2 — Avoid unnecessary cost with self service
● ROI Area #3 — Spend on innovation, not support
● ROI Area #4 - Lower operating expenses with process automation
● ROI Area #5 - Increase customer satisfaction and retention

13. Bridging the Gap to ESM
How to Scale Service Management

14. Our Approach to ESM Operation

15. Designing an Enterprise Service Catalogue
Collaborating with the business on ESM design:
● Service Strategy
● Service Design
● Service Operation
Identify and map cross functional services:
● Processes that span IT & the business
● Process that span functional departments
Define intake process
● Single point of entry for service request
Build and refine knowledge base
● Extend past IT
● Enable self-service for a wider set of service requests

16. Bridging the gap between intake and work management
Create common intake point:
● Single point of entry for service requests
● Create communication layer for status updates and feedback
Connecting intake to work:
● Multitude of decentralized ‘Work Management’ tools
● Enable teams to work and deliver in the platforms they feel comfortable
● Integrate and automate to provide data and updates across disparate platforms
Planned vs Unplanned work
● Capacity Planning & Assignment
● Tracking and Manage delivery of value

17. Setting the stage for continuous improvement
● Benchmark performance
● Identify and resolve challenges related to service delivery, delays, or outcomes
● Customer-centric model (slide 1)
● Easily scale up new services
● Find areas to automate repetitive tasks and streamline fulfillment

18. ESM Within Business Units
How do they Vary?

19. Example Enterprise Service Catalog

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Turn Ideas into Action Faster
Connect Services
HR Request Ops Request Marketing Request
User Request
Request Request Request Request
Tasks
Tasks
Tasks Tasks Tasks

21. Recruiting
- ATS <> HRS Sync
- Job Rec Configuration
- Sending Offer Letter
- Background Checks
- Scheduling Interviews
- Entering Candidate Feedback
Onboarding
- Identity / Access Provisioning
- Complete Employee Docs
- Send Welcome Package
- New Hire Comms
- Add Employee to Channels
- IT Requests
- Onboarding Surveys
- Initial Training + Orientation
Example HR Service Catalog
Employee Experience
- Employee Recognition
- PTO Requests & Processing
- Employee Incidents
- Expenses & Reimbursement
- Employee Surveys
- Travel Booking & Approvals
Performance & Development
- Quarterly / Annual Reviews
- Training Enrollment / L&D Requests
- Training Feedback & Surveys
Payroll & Benefits
- Benefit Enrollment
- Benefit Administration
- Compensation
- Timesheet Management

22. HR Onboarding - Example Workflow

23. Marketing Use Case
A small marketing team decides to establish an ESM process for the routine
requests they receive from Sales to produce usable case study documents.
1. A salesperson fills out form on marketing team’s new service request portal and provides all necessary info
2. Request ticket routed to the marketing manager who manually assigns it to the content specialist. The content specialist
receives automated notification that brings her to the ticket information and templated task list.
3. The content specialist executes the tasks, documenting her progress, uploading all necessary info to the ticket as she
researches, writes, proofreads, and edits the case study. Each of those steps is another status for the ticket, prompting
automated notifications to the marketing manager.
4. Upon completion of process, the content specialist changes the status of the ticket to DESIGN. Basic process repeated.
5. Upon completion and final approval of the finished document, the ticket is marked as DONE, prompting a notification and
delivery of the case study to the customer (the salesperson who requested it), and final notification to the marketing
manager along with a simple report detailing the time the project took to complete and the ticket’s progress along that
journey.

25. Key Takeaways
to Make you Successful

26. • Scaling ESM has proven benefits that drive ROI
for the entire organization
• It is important to design first with scale in mind
• Start with a single department / team and refine
and expand with near adjacencies
• Bridge the gap between ESM & Work
Management
• Continually iterate and learn to create an
automated and integrated service journey
Key Takeaways

27. Connect with our
speakers on LinkedIn!
Sneha Crews
Eric Rodstein
Check out Cprime
upcoming webinars,
read our blog,
download
whitepapers/case
studies & more:
cprime.com/resources
Share with us what
topics you are
interested in, ask us
questions or give us
feedback!
learn@cprime.com
Keep the Conversation Going…

28. Share in the conversation & keep updated on
thought leadership, events & more!
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29. QUESTIONS?
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Questions?

30. QUESTIONS?
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Thank You
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