Digital transformation in companies can only be made meaningful with the help of automation and the digitalization of company processes. Cloud solutions form the basis for standardizing IT processes, optimizing employee workflows, and improving customer service processes. However, this can only be achieved if automation is pursued throughout the company.
With enterprise service management (ESM) from the cloud, companies can digitalize their entire service processes and thus become a service-oriented enterprise. Automated IT and business processes improve efficiency, reduce costs and make information in companies transparent and without media discontinuity.
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. Processes are still managed manually in various company departments and inquiries are laboriously answered by phone or email. There is no documentation of the questions and answers, and thus the service process has to start all over again if the same question is asked again by another person. 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.
As part of their digital transformation, many companies are looking for ways to make their service management for IT and business processes clearer, more efficient, and more uniform. According to the study "Enterprise Service Management 2019" by the IDG publishing house, nine out of ten respondents believe that the principles of standardized and automated IT services transfer well to other business processes. They see enterprise service management as a chance to bring order to administration, customer service, or technical services, and to push automation forward.
Nevertheless, according to the study, the term "enterprise service management" is still unknown to many companies. Only 18 percent of respondents were able to explain specifically what ESM means; 40 percent had heard of ESM but had no clear idea of what it is.