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 focus 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 One of this webinar series you will learn: - The vital importance of cultivating a customer-first mindset - How to adjust your mindset to view your services as products - The power of a product/service roadmap

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2. ESM Webinar Series Part 1
ESM Foundations: Do You Understand Your
Customer Journey?

3. Meet Our Speakers
Eric Rodstein
Senior Solutions Engineer
Cprime
Devin Anderson
Strategic Product Coach
Cprime

4. 01 Introducing ESM
02 A Customer-First Product Mindset
03 Product/Service Roadmap
04 Keep the Conversation Going/Q&A
Agenda

5. What is ESM?
Enterprise Service Management

6. According to the Service Desk Institute:
● As of Q2 in 2021, 68% of organizations have ESM strategies in flight. This is up
from 43% just two years before.
● Of those same organizations, more than half consider their ESM strategies to be
“well advanced”, up from just 7% in 2019.
● Just 11% of organizations have no plans to implement ESM, down from 20% in
2019.
● ESM is known by other names in various companies. Some call it just “service
management,” while others label it a “digital transformation.” (We believe the
latter is too broad to be limited to just ESM.)
● The top three business units to successfully adopt ESM are customer support,
business operations, and HR.
ESM Facts to Consider

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. ESM Solution

9. Our Approach to ESM Operation

10. Shifting to a Product Mindset
Understanding the Customer Journey

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Turn Ideas into Action Faster
A process is a set of
actions provided by a team
based upon a request from
a user.
A product is the thing
that you build
or the service you provide
that impacts people.

12. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission.
Turn Ideas into Action Faster
Which means you need to know who they are:
Pragmatic Personas
● Represent people and clarify goals and
value
● Capture guesses and then validate
● Summary profiles of user types
Advantages:
● Human-centered
● Simpler design process
● Higher acceptance by users
Customer Centricity is About Understanding the
Outcomes They Desire
Name: Sally in Sales
● Description (who?)
● Flies a lot (>75%)
● Stressed, tired, easily frustrated
● Always in a hurry
● Successful and driven
● Works in software sales
Values (why?)
● Speed and flexibility
● When things “just work”
● Perks
Goals (what?)
● Respond to clients quickly
● Create a connection with clients even
when remote

13. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission.
Turn Ideas into Action Faster
Focus On The User Journey Over Capabilities/Features

14. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission.
Turn Ideas into Action Faster
Focus on Customer Roadmap to achieve incremental value
Request →
Service → Tasks
Strategy → Roadmaps →
Journeys → Stories
Request Dream
Service Service Service
Task
Task
Task
.
.
.
Task
Task
Task
.
.
.
Task
Task
Task
.
.
.
Roadmap
Service Journey
Journeys & Stories

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Turn Ideas into Action Faster
Agility in Delivery Blended with Learning

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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

17. • 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

18. Connect with our
speakers on LinkedIn!
Eric Rodstein
Devin Anderson
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…

19. Share in the conversation & keep updated on
thought leadership, events & more!
on LinkedIn, Twitter, Facebook, & YouTube
Follow Us on Social Media

20. QUESTIONS?
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
Thank You
cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)