An architecture focused on service and enterprise service management (ESM) from the cloud enables companies to digitalize their entire service processes. Automated IT and business processes improve process efficiency, reduce process costs, and produce transparent information without media discontinuity in companies.
A technician sends a notification about a defect by email. An employee informs IT support of a software error using the chat function. A member of the HR department informs Procurement by telephone of new vacancies being filled. Many specialist departments are still managing their processes manually. Inquiries are laboriously processed by phone or email. Questions and answers are not documented. If the same question is asked again, the service process starts again from scratch. That costs unnecessary time and money. Manual work results in media discontinuity and errors in data from different sources such as notes, emails, phone calls or chats – and consistent information transparency is prevented.
Companies use a very wide variety of tools and methods for their service management. Most are a long way from a service-focused architecture. The enterprise service management solution ServiceNow changes this by automating service inquiries and speeding up processing many times over. This service-focused architecture for service and process automation summarizes all relevant information in one data bank, arranges it clearly in a user interface, and makes it accessible on that interface. Media discontinuity becomes a thing of the past. T-Systems is the only German service provider who offers ServiceNow from several cloud models in the market. Our customers can choose between a private cloud (Germany), public cloud (EMEA/international), and the hybrid cloud approach.
To prepare for the future, companies need four building blocks: connectivity, cloud and IT infrastructure, security, and digitalization. With enterprise service management from the cloud, companies improve, accelerate, and digitalize business processes.