Introduction to ESM: 5 Enterprise Service Management Keys to Succeed

ESM consists of expanding IT Service Management (ITSM) principles and capabilities to other areas of the organization. To do so, departments like Human Resources, Financial Services, Legal, and Facilities adopt the same processes and practices used in ITSM, as well as the help desk as a means of work enablement.

There are multiple benefits of implementing an ESM approach, including better productivity, reduced costs, improved customer satisfaction, and enhanced collaboration.

But there are also some challenges associated with the complexity of expanding the ITSM framework, with which areas can be a bit unfamiliarized at first.

In this video, we cover the five keys to succeed.

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Chapters:
00:00:00 - Introduction to ESM
00:00:53 - 5 Enterprise Service Management keys to success
00:00:58 - 1. A shift in mindset
00:01:30 - 2. Everyone should speak the same language
00:02:46 - 3. Create a transformation agenda
00:03:23 - 4. Arm yourself with an effective user-friendly toolset
00:03:54 - 5. Measure your success in terms of outcomes, not output
00:04:27 - Conclusion

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#enterpriseservicemanagement #itsm #helpdesk