The webinar discussed optimizing enterprise service management (ESM) through automation and integration. It emphasized identifying value streams to understand service delivery end-to-end and ensure optimal collaboration. Automating repetitive tasks and integrating systems can increase efficiency and customer satisfaction by streamlining processes like onboarding, requests, and approvals. Key takeaways included focusing on high-value activities, quantifying service delivery, and coordinating teams through automation and data sharing between tools.

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2. ESM Webinar Series Part 2
The Keys to Optimal ESM are Automation and
Integration

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

4. 01 Recapping Webinar 1 - Product to Customer
02 Optimizing Value Flow
03 Apps, Workflows, and Integrations
04 The Power of Automation
05 Keep the Conversation Going/Q&A
Agenda

5. Recap of ESM Webinar 1
Leveraging Product Design Thinking

6. • 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

7. Our Approach to ESM Operation

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. Optimizing Value Flows
Reduce waste increase efficiency

10. ● Understand the services you provide end
to end
● Identifying the optimal value streams
allows you to ensure the right team
topologies in place for optimal
collaboration
● Not a one and done but should be
regularly re-evaluated and optimized as
changes and learnings occur
Value Stream Identification
Process for Value Stream
Identification
• Identify Operational Value Streams
• Identify the services & solutions the operational
value streams use or provide for customers
• Identify the people who develop, support, and
deliver the solutions
• Identify the development value streams that
build the solutions and services
• Realize development value streams into
functional teams and teams-of-teams
Service
Request
Delivery of
Service
Intake Route Deliver
Merge
SERVICE
SLAs

11. ● Identifies and Reduces Waste
● Faster resolution times
● Allows for optimized handoffs and increase
collaboration
● Identifying areas of predictability
● Increased customer and employee
satisfaction
● Visibility to better prioritize higher value
output
Why Optimizing Flow Matters

12. Apps, Workflows, and Integrations
to Make you Successful

13. Why An Integrated Tool Stack
● ESM implies service delivery across platforms,
and within the tools utilized by the teams
responsible for ‘outputs of value’
● Integrated tools stacks matter to increase
collaboration whilst allowing team autonomy
within their tools
● Reduce swivel chairing and increase
collaboration
● Seamless end user experience in a single place

14. ESM Example Workflow

15. 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
Service Catalogs Drive Automations and Integrations
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

16. The Power of Automation
Streamline and Optimize Your ESM Practice

17. ● iPaaS
● Custom Dev Integrations
○ APIs
○ Database integrations
● Add-ons/Plugins
● Native integrations
○ Webhooks
Different Approaches for Application Integration &
Automation
● Automation - related to removing
predictive manual steps from
processes
● Integration - related to data passing
from one system to another (can be
manual or automated)

18. ● Automation allows you to free up time to work strategically
● Reduces reactionary/repetitive work
● Go from tactical to strategic
● Spend more time on activities that deliver customer value
Why Automation Helps

19. ESM Example Workflow Automated

20. ● Measure to automate value
● Things that should/could be self service even with automated approvals
● Consistent and repeatable actions
● Approvals and assignments
● Things that happen at scheduled times
● Integrations and data transcription
What to Automate?

21. Key Takeaways
to Make you Successful

22. • 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

23. 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…

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25. QUESTIONS?
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Thank You
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