What is Enterprise Service Management?

Enterprise Service Management

Create uniform processes and increase productivity throughout the organization.

Enterprise Service Management

Create uniform processes and increase productivity throughout the organization.

What is Enterprise Service Management?

Enterprise Service Management (ESM) can be seen as an extension of the work IT does within IT Service Management. Where IT Service Management often has a more technical focus around the services and services IT offers, Enterprise Service Management is targeted at the employees and users of the business services that other departments provide.

An example could be HR, which provides a number of benefits and services to employees, e.g. answering error messages about errors on payslips, change requests for pension payments, etc. In Denmark, we occasionally use concepts such as Shared Services for the Enterprise Service Management area.

Enterprise Service Management covers all business areas outside of IT and it can be HR, Facilities, Legal department, marketing etc.

What is Enterprise Service Management?

Enterprise Service Management, also called ESM, can be seen as an extension of the work IT does within IT Service Management (ITSM). Where IT Service Management often has a more technical focus around the services and services IT offers, Enterprise Service Management is targeted at the employees and users of the business services that other departments provide.

An example could be HR, which provides a number of benefits and services to employees, such as answering error messages about errors on payslips, change requests for pension payments, etc.

In Denmark, we also use the term Shared Services for the Enterprise Service Management area, and that covers everyone business areas outside of IT, such as HR, Facilities, Legal department, marketing etc.

Collect all your requests in one place with Enterprise Service Management

It is a good long-term investment for employees to use the same system, as it is easier to share knowledge and information between employees. When organizations unite around a common portal, employees only have to deal with one system and one password. This makes work easier when you have both an HR question and an IT question. Then it's just a matter of looking at the joint self-service portal and sending off your questions or wishes.

Collect all your requests in one place with Enterprise Service Management

It is a good long-term investment for employees to use the same system, as it is easier to share knowledge and information between employees. When organizations unite around a common portal, employees only have to deal with one system and one password. This makes work easier when you as an employee have both an HR question and an IT question. Then just log in to the common self-service portal and send the question or request off.

Benefits of Enterprise Service Management

Increase productivity among
employees and case managers

With Enterprise Service Management, it is possible to create a better overview of your processes in the organization. This helps to increase productivity, as tasks can be directed to the right employees and processes can be streamlined and perhaps even automated. In this way, the employee quickly knows which cases must be dealt with first, based on a structured overview. Automation is a good option if tasks are uniform and repetitive.

Reduce costs with
Enterprise Service Management

Bringing together services from different service departments and using a common solution helps to lower costs.

It does this partly because you lower administration costs and partly because you do not have to maintain more solutions.

You combine several systems into one

By bringing together several systems, you create a SPOC (Single point of contact), where you create a central hub and gather all the information in one place.

A SPOC can help reduce employees' wasted time and increase productivity, because time and effort do not have to be spent looking for contact information on specific employees.

Create uniform processes throughout the organization

With an Enterprise Service Management solution, it is possible to support all users in a given organisation, who can be employees, customers and suppliers.

What Enterprise Service Management helps to do is that it improves collaboration between the service departments and creates a place where users find all information in one place.

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Our goal is to help you find the right IT & Enterprise Service Management solution. That is why we offer several different solutions, so we are sure to find the right solution for your wishes and needs.

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Use Enterprise Service Management for a variety of functions

Enterprise Service Management is an extension of the work IT does with IT Service Management, and the idea for Enterprise Service Management arose because service departments essentially work with the same purpose: to provide good service to its users and customers. Therefore, you can expand the use to several departments in the organization, and it is possible to start in a single business area outside of IT, and then increase the number of functions over time.

See which functions we offer within Enterprise Service Management:

IT Service Management (ITSM)

An IT Service Management system aims to support the operation, processes and delivery of IT Services in the organisation. With an ITSM solution, you can create value for the entire organization, your customers and employees.

By using automation of the manual and repetitive IT processes, synergy and uniformity are ensured every time an IT problem arises and needs to be solved.

HR Service Management (HRSM).

With HR Service Management, you have the opportunity to streamline and automate HR tasks and thus have satisfied and productive employees.

There are many tasks associated with the onboarding process and there can be many related processes regarding information, training, tools, etc. With HR Service Management you can keep track of all the details and processes in a single system when a new employee joins the organization .

Information Security Management (ISM)

With Information Security Management you get a simple solution for your information security, governance, risk and compliance management. Several of our solutions offer an information security management solution, where you have the opportunity to collect and track the organization's documents, citations, risks and controls in a single system.

With Information Security Management, you can safely manage security functions, such as Risk Management, Compliance and Incident Management.

Facility Service Management (FSM).

With Facility Management, you can accommodate, automate and structure the organization's tasks within the Facility Management area. It is possible to automate workflows related to daily work orders, tasks, maintenance tasks and renovation tasks within the Facility Management department.

With a user-friendly self-service portal, employees and users can quickly make an inquiry, request a service or report problems in the physical environment. Thus, these requests can be checked and corrected in a short time by having a structured overview of all requests in the organization.

Project and Portfolio Management (PPM)

With Portfolio and Project Management, you have the opportunity to create better visibility and control, which project managers need to be able to improve the results of their projects. This makes it possible to make better decisions about which projects should be prioritized and which should be put on hold based on a structured overview.

A structured overview makes for better decisions – quite simply. With a dashboard, you have a thorough overview of the organization's initiated projects, and thus you can easily compare, manage and coordinate projects across departments such as IT, Finance and HR.