Despite being over a decade old, adoption of Enterprise Service Management (ESM) has grown significantly in the last few years. Improving back-office operations via workforce automation and enhanced productivity as well as an enabler for digital transformation, ESM supports better business outcomes across the organization. Find out more about the opportunities of ESM in our webinar with Stephen Mann of ITSM.Tools.

1. Enterprise
Service
Management
101
stephen@itsm.tools
@stephenmann
@itsm_tools

2. 1
Coverage
1. A brief history of enterprise service management
2. Enterprise service management in 2019
3. Back-office digital transformation
4. Key takeaways
5. Q&A

3. 2
(An) Enterprise
Service
Management
Definition
“The use of ITSM principles
and capabilities in other
business areas to improve
performance and service”

4. 5 Drivers of
Enterprise
Management
Growth
1. Consumerization
2. Business function/corporate-level demand
(”digital transformation”)
3. Better ITSM solutions
4. Shift in tool selling/selection focus
5. Customer success stories
3

5. 4
What business
drivers are
influencing the
expansion of ITSM
outside of IT?
Improve the customer experience
Expanded capabilities of service management solutions
A business need or challenge
Improve employee satisfaction of engagement
77
43
40
37
Source: HDI, “The State of Enterprise Service Management” (2018)

6. 5
Enterprise Service
Management Adoption
Levels
Source: ITSM.tools, “The Future of ITSM” (2019)
Does your organization
have an enterprise
service management
strategy or approach?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Yes, and we’re well advanced with it
Yes, we’re systematically improving across the organization
No, but we’re planning to
There are no plans to
Don’t know
What’s enterprise service management?

7. 6
Enterprise Service
Management Adoption
Levels
Source: HDI, “The State of Enterprise Service Management” (2018)
41%
32%
27%
Are the principles of
ITSM being applied
outside IT?
Yes Planning to adopt No and no plans

8. 7
Incident/service request management
Knowledge management
Service catalog
Change management
Customer relationship management
Problem management
Asset management
Requirements management
Financial management
Supplier management
72
59
56
39
35
35
32
12
11
7 Source: HDI, “The State of Enterprise Service Management” (2018)
Which ITSM processes and practices are currently being
applied outside of IT?

9. 8
The Technology
View of This
Source: HDI, “The State of Enterprise Service Management” (2018)
Is your ITSM solution
being used outside
of IT?
62%
Yes
17%
No
Not yet, but we plan to
21%

10. 9
The Technology
View of This
Source: HDI, “The State of Enterprise Service Management” (2018)
Can your ITSM
solution be used outside
of IT?
91%
Yes
9%
No

11. 10
Enterprise Service
Management Use
Cases
Source: HDI, “The State of Enterprise Service Management” (2018)
Where are the principles
of ITSM currently being
applied?
55 Customerservice/support
52 Humanresources
39 Facilities
30 Finance
22 Training
18 Other

12. 11
Enterprise Service
Management Use
Cases
Source: HDI, “The State of Enterprise Service Management” (2018)
In which non-IT areas
WILL your ITSM solution
be implemented?
58 Humanresources
52 Facilities
43 Customerservice/support
33 Finance
27 Other
18 Training

13. 12
Potential Use Cases
Plus of course the benefits of employee self-service and self-help
FUNCTION: HR
Demand planning
Employee queries and complaints
Knowledge management across all HR domains
Learning and development
Payroll and benefit administration
Recruitment
On-boarding and off-boarding

14. 13
Potential Use Cases
Plus of course the benefits of employee self-service and self-help
FUNCTION: Facilities
Building management
Cleaning and office services
Health and safety
Maintenance, testing, and inspections
(preventative maintenance)
Security
Workspace management (including moves)

15. 14
Potential Use Cases
Plus of course the benefits of employee and student self-service and self-help
SECTOR: Educational Institutions
Facilities, HR, etc.
The admissions office
The alumni office
Faculty services
Libraries
Medical centers
Research departments

16. 15
Tactical Vs. Strategic
Enterprise Service
Management
TACTICAL
The use of the ITSM tool by other business functions
“Let’s use the ITSM tool to help HR
(or to save money)” (10+ years old)
STRATEGIC
A proactive approach to systematically share
ITSM best practices and technology across
the organization
Plus, there’s another dimension – the “scope”
of ITSM adoption

17. 16
13 Benefits of
Enterprise Service
Management
Better service and customer experience
Improved efficiency and reduced costs
Self-service efficiencies and workload reductions
A better ROI on the corporate ITSM tool investment
Improved effectiveness
Improved visibility into operations and performance
1
2
3
4
5
6

18. 17
13 Benefits of
Enterprise Service
Management
Increased control and governance
A platform for improvement opportunities
Improved access and communication channels
Improved accountability
Better understanding of what services are needed
and provided
Standardization
Plus… #13
7
8
9
10
11
12
13

19. 18
Digital Transformation’s
Three Focus Areas
“The use of technology to
radically improve performance
or reach of enterprises… to
change customer relationships,
internal processes, and value
propositions”
~ Sloan MIT
The introduction of new products and services
The improvement of customer engagement
mechanisms
The improvement of back-office operations
All based on the exploitation of technology and data
1
2
3

20. 19
Enterprise Service
Management and
Digital Transformation ITSM best practices
Workflow automation and orchestration
Knowledge management
Self-service portals and other channels
Collaborative capabilities
New technologies
Dashboards and reporting capabilities

21. 20
Recognize that enterprise service management
is mainstream now
Understand that it’s about more than sharing an ITSM tool
But technology plays a key role in delivering both
capabilities and benefits
Get your ITSM house in order first
Create business function solutions and use case-based
terminology
1
2
3
4
5
Key Takeaways

22. Next Webinar: 16th April 3PM GMT
White paper: will be available for download in March.
Schedule a follow-up meeting: with Axios Systems.
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21
Next Steps

23. https://www.linkedin.com/company/axios-systems/
@Axios_Systems
https://info.axiossystems.com/blog
https://www.axiossystems.com/contact-us
https://ITSM.tools
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22
Q&A