What is Enterprise Service Management ?
ESM (Enterprise Service Management) is an approach to improving the quality of its services with the main objective of providing value to customers in the form of services. processes: service quality is based on structuring activities into interdependent processes. The implementation of IT service management relies on a set of tools, processes, organization and experience.
ITIL
The Information Technology Infrastructure Library is the best practice framework for aligning IT with the business. Composed of 5 parts – strategy, design, transition, operation, and continuous improvement of services – ITIL offers a framework recognized by a majority of organizations and whose use is widespread.
ISO 20000
It is an international standard that describes the requirements of an ITSM system. Originally developed by the British Standards Institution (BSI) to reflect the best practices described in the ITIL framework, this standard also supports other frameworks, such as Microsoft Operations Framework.
The benefits of ESM
COST OPTIMIZATION
With the use of an ESM tool and the adoption of its processes, workflows will be optimized, tasks automated and optimally synchronized in order to eliminate unnecessary manual work.
METHODS OF WORK
The use of an ESM solution in the functions of a company allows to standardize the working methods, and to propose a model of consumption of services commonly used by all the employees.
OPERATIONAL EFFICIENCY
An ESM tool makes it possible to offer guaranteed services that comply with the agreed service levels, particularly in the management of problems and requests from both employees and customers.
Revolutionize your IT services
IT service management (ITSM) solutions enable you to modernize the way you manage and deliver services to your users through a single cloud-based platform. Automate processes, increase productivity across the enterprise, and get better data visibility and reporting, all in one tool.