Many companies still focus only on automating their IT processes, but leave most non-digital tasks untouched. In the context of digital transformation, areas such as HR or even essential processes often fall by the wayside — for example, the important onboarding of employees. As an ESM module, such tasks can be integrated into the IT landscape using the methods of ITSM to save time and costs and significantly increase employee satisfaction. Find out here what Enterprise Service Management can do!
What does ESM have to do with ITSM?
Most companies with their own IT department are probably familiar with the term IT Service Management (ITSM). However, what is typically referred to as “IT support” by employees who do not work in this specialist department is much more than that. In fact, ITSM encompasses more than just setting up workstation PCs, backups and solving network problems. ITSM brings together all the tasks involved in the design, development, delivery, maintenance, and lifecycle management of IT services. While IT service management has always been implemented digitally, there are other areas in companies that can offer their services as a framework to their end users — under the umbrella term Enterprise Service Management (ESM).
Automating onboarding with ESM
Companies are increasingly moving to integrate internal services such as finance, InfoSec, project management and legal services into their workflows as ESM modules as part of the ubiquitous digital transformation. Onboarding new employees, external service providers or project participants is often just a necessary evil. This includes, among other things, the provision of hardware at the workplace, such as laptops, telephones and smartphones, as well as the approval of access rights to folders and documents. However, processes such as scheduling a personal introduction to the company, the work area or a project, as well as coordinated reporting to accounting, provision of the company car or position-related contractual guidelines can also be integrated as ESM modules in a smart ITSM solution.
Advantages of Enterprise Service Management
Onboarding is possible without digitized processes in a framework, but then it is very time and energy consuming to implement. Too many factors need to be considered with the increasingly digital tools and processes. Therefore, it makes sense to integrate them as a module of an ITSM solution. Just as the oft-cited “consumerization of IT” has led to greater productivity in companies when employees work with tools and devices that are simple and familiar to them, the same applies to an ESM module for onboarding.
If all processes are bundled, coordinated and easily accessible, onboarding is completed much faster. The automated routine tasks relieve the burden on employees, as they can commission the required services of the onboarding process in just a few steps. Instead of using paper, phone calls, calendar entries and notes, they do this through an intuitive user interface.
Cost reduction and traceability
Another benefit is that an ESM module uses the ITIL approach familiar from ITSM to address the needs of its users and the business. Cost-effectiveness is one of the most important aspects. Enterprise Service Management also follows this objective in order to achieve the best result with the least possible effort and overhead. In this way, time and, above all, costs can be kept to a minimum. An automated onboarding module as part of ESM ultimately makes all processes leaner, faster, more structured and more traceable.
Documentation during onboarding and other manually performed processes is often forgotten, mostly due to time constraints. With a smart ITSM solution complemented by ESM, the individual onboarding processes can be tracked and evaluated in real time. For example, if something works in the business logic but is not practical in the physical world, it can be quickly optimized here.
Exploiting potential through automation
Ultimately, digitization makes sense in numerous areas. Particularly in the case of the perennial favorite, onboarding, many organizationally complex processes can be automated, and their execution simplified for employees. Modern onboarding must therefore become an integral part of a smart ITSM solution with an ESM module. But other business processes such as the automation of HR tasks or the simplification of procurement are also useful use cases. After all, the goal is not to burden employees or users with even more tools and additional steps, but to simplify their work. The focus is always on the approach of automating tasks that can be digitized and exploiting the innovation potential of the company’s own workforce instead of processing repetitive tasks. Reducing costs and susceptibility to errors are additional factors that make enterprise service management almost mandatory in a modern company.
Implement process digitalization and increase productivity intelligently thanks to Enterprise Service Management
With BMC Helix ESM, the comprehensive enterprise service management solution from BMC Software, you can intelligently implement process digitalization and increase productivity in all business areas of your company — both in ITSM and in non-IT areas such as human resources (HR), customer service and security. Download BMC Software’s free e-book now and learn how to simplify complexity across service management, meet the demands of a modern service management experience for all users, and gain more insights and smart solutions to save time and money!
Reading tip: A study on ITSM and ESM published by ServiceNow and IDG Research Services shows that the Covid-19 pandemic is changing ITSM and that “IT service management is the most important strategic issue of the next one to two years”. Nearly 90 percent of study participants believe “that the principle of IT service management — meaning standardized, automated IT services — can be applied to other business processes as well.” Companies that invest in enterprise service management have their finger on the pulse, because they strengthen their competitiveness by streamlining processes throughout the company, increasing productivity, ensuring greater transparency in processes, increasing employee and customer satisfaction, saving time and costs, and ultimately driving forward their digital transformation.