How to Extend ServiceNow ITSM Outcomes with ServiceNow ESM Across Your Organization

ServiceNow has been popular for its IT Service Management (ITSM) application for providing holistic IT solutions to organizations. Through ServiceNow ITSM, the IT department within an organization uses the right mix of technology, people, and processes to attain effectiveness in certain business processes. It treats IT as a Service provided to users to simplify their day-to-day operations, give them personalized support, and fulfill a range of other requirements. Hence, Organizations that intend to scale their business processes and realize better business outcomes have started implementing the ITSM on the ServiceNow platform as their preferred choice.

As the use of modern technologies has found its way to keep up with the growing business needs, enterprises needed to provide their employees with better and personalized support for quick service delivery. It necessitated the automation of workflows to save time and effort, focus on core business processes and achieve operational efficiencies.

In order to bridge this gap, ServiceNow brought an effective ESM solution that helps improve the performance and functionality of multiple departments operating within an organization. ServiceNow ESM is expanded on the success of ITSM. It is built on ITSM workflows to enable organizations better manage service delivery across the organization.

Extending ITSM Outcomes With ESM

The new portfolio of services offered by ServiceNow ESM revolve around IT, security, customer support, HR service delivery, and business applications. Over time, businesses have started implementing ServiceNow ESM that streamlines business processes covering different functions of an organization.

Both ITSM and ESM share the same service management principles that revolve around service providers, service receivers, and services that focus on the co-creation of values. Some of the key areas where the outcomes of ServiceNow ITSM can be extended with ServiceNow ESM are:

  • Customer Workflows
  • Employee Workflows
  • Technology Integrations
  • Common Services Data Model (CSDM)

Benefits of ServiceNow ESM

ServiceNow ESM has made it possible to bring all departments of your organization under one umbrella to streamline all processes to increase organizational efficiency. It offers one centralized platform that helps you create, consume, and support all your business functions.

By adopting an enterprise-wide solution like ServiceNow ESM, you will not only be implementing new technology but also bring parity between IT and other departments within your organization to deliver service-based solutions. The key benefits of deploying ESM are:

1. Enhanced Employee Engagement

ServiceNow ESM allows organizations to improve the overall engagement and productivity of their employees by providing them with self-service capabilities and facilitating seamless task automation with workflows and notifications. This enables your employees to provide quick, efficient, and personalized support to your customers.

2. Better Control & Monitoring

For large organizations, it is usually a big challenge to monitor and control operations across the teams. Every team offers different services – the Support team resolves issues raised by customers regarding a product or a service, the Facilities team addresses complaints about repairs that demand immediate attention, the IT team fixes laptop issues, and the HR answers all the queries about leaves or insurance policies, etc. All of these should be recorded in a single place for better monitoring and control. ESM helps companies to have the details of all the activities of different teams in a centralized place and provide a comprehensive view via dashboards and generate periodic reports.

3. Greater Speed and Productivity

In the post-pandemic world, businesses around the world are limping back to normalcy with the need to improve their outcomes. ServiceNow ESM allows your employees across your organization to optimize technology while performing their tasks, leading to higher speed and productivity. For example, automating the employee onboarding process helps your HR manager provide adequate resources to the new remote employees without unnecessary delays and complications.

4. Seamless Collaboration

Especially in the case of business processes that require multiple departments to work in unison with each other, ESM ensures that everyone is on the same page. With simplified communication, well-defined roles, automated workflows, centralized support, ServiceNow ESM allows users to synchronize multiple processes using the centralized platform.

5. Improved Customer Satisfaction

When your internal business processes are streamlined, you can provide better services to your customers. ServiceNow ESM allows you to have clearly defined roles and responsibilities across different departments. It also allows your employees to have quick and efficient access to the knowledge base, ensuring seamless customer support.

The Final Word

In the age of digitization, it is always important to use the latest and the most relevant technologies to carry out your business processes. Going beyond ITSM, ESM helps you drive digitization throughout your organization.

If you are willing to stay in sync with the ever-changing dynamics of the IT industry and the emerging digital trends in the market, it is always advisable to make the much-needed shift to adopting ServiceNow ESM.

Ready to implement ServiceNow ESM in your organization but figuring out where and how to start? Contact our ServiceNow expert today with your questions and challenges and get appropriate advice and guidance.

Author

Jason Wischer
Working as an Advisory Consultant with KANINI, Jason Wischer gets to build human connections between processes and technology. Jason’s core focus has been working across the ServiceNow platform providing business advice on implementations with the ITSM, ITOM, ITAM, ITBM, CSM, HAM, HRSD, and security and risk applications. He has drawn from his experience working with several different tools such as BMC, JIRA, and Microsoft M365 to provide a technology-agnostic approach to managing service.