Faith Nyamande on episode 9 of The BEST ITSM Show by Appfire

“What is Enterprise-Service Management (ESM)?” Find out in this episode of Appfire Presents: The Best IT Service Management Show by Appfire. Appfire’s Faith Nyamande joins Kerry O’Shea Gorgone to talk about ESM (starting with what it is). We cover the difference between IT Service Management and Enterprise-Service Management and Faith shares some examples of what each looks like. Then we dive into the benefits of ESM and how to implement it at your organization.

About the guest

Faith Nyamande is Product Marketing Manager (ITSM) at Appfire.

About the show

The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.


For your convenience, here is the transcript of this episode:

What is Enterprise-Service Management (ESM)?

Kerry:  Today we’re going to talk about enterprise service management, ESM, what it is and how it’s different than ITSM. Helping us through all of that is Faith Nyamande, product marketing manager ITSM at Appfire. Stick around for 10 minutes of awesome. 

Faith, thanks for joining me. What is enterprise service management, ESM? I had never heard it before joining Appfire.

Faith:  Thank you so much for having me. It’s a very good question. Enterprise service management is the application of IT service management to other areas of an enterprise or organization, so not just within an IT team. With the aim of improving performance, efficiency, and service delivery, as well as other things such as mitigating risk, whilst allowing these teams to become more of a strategic player when it comes to supporting the needs of a business. 

That is what I would say ESM is in a nutshell. 

Kerry:  So, the definition of it. Is it broader or narrower than ITSM? 

Faith:  Oh. That’s a good question. I would say it is broader, simply due to the fact that any team within an enterprise or organization can implement ESM. Due to the nature of that, they might have other needs, other services that they need to take on with their customers, meaning that there’s more processes. It’s sort of all encompassing and it can be whatever a team makes it.

Kerry:  Maybe walk us through some examples so we can tell the difference between this is ESM and this is ITSM. 

Faith:  An example of ESM would be an HR team having a service desk that employees can use to self-serve, such as booking time off or viewing org charts. Instead of going to someone in human resources to say, “Who manages this person,” they can just log on to a service desk and find that information for themselves. They can request a new start to be set up as well, for example. 

Sales teams can implement ESM, so tracking the status of their orders and automatically sending email notifications to their customers to let them know the status of these orders. Customer service teams as well can implement ESM. If they get a large volume of requests for their customers, they can use a platform like Jira Service Management, for example, to manage these requests instead of the requests just being spread across different people’s email inboxes. It makes it a lot easier to manage. 

That’s sort of ESM. Then ITSM would be traditional IT processes, such as an IT team sourcing a laptop for a new start, fixing servers, and providing service desk help, such as if people are having issues with their internet connection they’ll contact the IT team and then they can use ITSM tools to serve those customers.

Kerry:  It sounds so classy when you say HR and stuff. I’m from Boston, we make everything sound worse, but you make everything sound better.

Faith:  Thank you. I’ll take that. 

Kerry:  What are the benefits of ESM, of actually making this a priority and something that you’re actively planning and tooling and everything for? 

Faith:  Some of the benefits of ESM are increasing the visibility of work within an organization. We live in an era that is very knowledge work based, so it can be difficult to tell how long a piece of work is going to take exactly and therefore effectively plan and budget for this. ESM boosts visibility and control over processes of workflows, which allows teams to spot bottlenecks and issues, and over time continuously improve. Through this, it allows businesses to really manage the supply and demand of their services. 

It also increases productivity. Ticket tracking software such as Jira, like I mentioned, enables teams to respond to requests quickly and all in one place as well. You can also download other apps within Jira to improve productivity, like canned responses and pro templates. It’s really good for that specifically.

Another benefit of ESM is that it boosts the end user satisfaction. We tend to think of the end user as a customer. That customer can be an internal customer within the business, so someone going to HR with a request, or it can be an external customer as well. The whole idea of ESM is it establishes expectations for how long a service request will take to fulfill, and it also allows teams to continuously meet these expectations through processes and automation and other good stuff. 

Kerry:  When we say enterprise, do we mean big enterprise, like 500, 1,000, 1,500+ employees, or can these things benefit smaller companies that maybe have less than 500 employees? At what level does this help? 

Faith:  That’s a good question. I suppose the most value will be seen in those bigger organizations where there is more pressure and there are more people demanding requests from an ESM team, but smaller businesses can also benefit from the processes of automating different services. 

For example, let’s say an HR team automates the onboarding of a new start. They can do that within Jira and then different processes such as contacting other team members that might be involved in the onboarding process, such as system network teams if they need to issue an ID card, for example. That will all be automatically done within Jira. 

That can improve processes even within a small company and cut down repetitive tasks and boost even the team’s satisfaction in the role that they’re doing, they’re not doing the same tasks over and over again. So, yes, it’s good for teams of all sizes and businesses of all sizes, I would say.

Kerry:  If the company wants to grow, then the best way to do that is to make things scalable, so it seems to me a lot of these things lay the groundwork for that.

Faith:  Yes, absolutely. That’s completely right.

Kerry:  Also, that customer service, no matter how big or small your business is, it’s going to be of paramount importance, and you want consistent responses and things like that.

Faith:  Yes.

Kerry:  When you’re setting this up, I don’t know how to say this, is it difficult to set up but it’s worth it, or is it relatively easy to set up and why don’t more people do it? Which of the two is it? 

Faith:  That’s a good question. I would say it depends, which is a very PC answer, but it really does depend on the size of your business. For example, the specific team, what their goals are. I suppose to begin with, if you wanted to implement ESM within a team or a department within your enterprise or organization, the first thing to do would be to identify what’s not working. 

Are there any processes that could be improved? You could even review exit interviews with former employees and see if there are any trends in what they were saying in the dissatisfaction of their jobs, for example. Just really identifying specific things that can be improved within that team. 

You might have a team that has more things to improve than another one, in which case it will take more time and effort to implement ESM. But it is definitely worth it in the long run.

Kerry:  I’m a big proponent of starting as you mean to go on. If you’re in the lucky position of just getting your marketing organization off the ground or some other department off the ground, it feels like that would be a good time. What are some things that you should consider, what kinds of things should you plan for if you are at that beginning stage, but you know it’s going to be big? 

Faith:  I would maybe look at traditional ITSM principles. If within your business maybe you have an IT team that is implementing ITSM principles, maybe asking them how they do it for their specific customers, how they implement these processes, but then not relying on how they’re doing things to fuel how you’re going to implement that. Then taking that away and looking at how you can implement that within your specific team. 

IT service management principles, such as treating colleagues and internal stakeholders as customers that require a service within a set timeframe or a service level agreement, for example. Implementing structures like having a service desk, incident requests in change management software, self-service tools like an FAQ page, for example, could be useful, and automating processes to reduce repetitive work, like I mentioned before.

Kerry:  I have learned so much today. Faith, thank you so much for joining. This is The Best ITSM Show by Appfire. You can find more episodes at Hub.Appfire.com. If you’re interested in any of the apps we mentioned, like Time to SLA, canned responses, and lots of others, you’ll find information on those at Appfire.com. 

Thanks. I’ll see you next time.

Last updated: 2022-08-04

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