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First of all, Enterprise Service Management (ESM) is still a young development that has only picked up speed in recent years. As a result, no universal definition has been established yet. With over 20 years of experience automating business processes in companies of various sizes and industries, we at ESCRIBA know the market with all its facets and current developments. With our explanation, we want to contribute to the collective understanding of what Enterprise Service Management is today and will mean in the future.
Functioning technology and stable communication channels have been business-critical for almost all companies since the 1980s, because the IT infrastructure often forms the basis for the productivity of all other departments. The idea of an IT department as an internal service provider grew very early on. IT should therefore offer the best possible service for other employees with maximum cost efficiency.
The British government agency Central Computer and Telecommunication Agency took the first step towards service management with the publication of the ITIL framework. This idea was continuously developed over time and culminated in ITSM (IT Service Management), which is still used today in the IT environment and is constantly being further developed. Instead of going to an IT employee with a laptop and describing the problem, employees nowadays easily create an IT ticket online. Software prioritizes the ticket and automatically assigns it according to competence. This not only makes IT work more efficiently and smoothly, but also improves the transparency and user experience for the client immensely.
In this example we can already see two core contents of Enterprise Service Management.
First: digitization. Instead of visiting or calling IT, the ticket is written online via a self-service portal.
Second: automation and computer intelligence. The tickets are not processed chronologically, but are automatically organized by the software according to urgency.
Can a start-up operate service management?
Basically, service management is worthwhile for all companies, regardless of size, industry or level of maturity. However, the basic requirement for successful service management is clearly defined business processes. This requires organizational structures with defined responsibilities that are manifest in practice. In most start-ups, these structures and processes still have to be created.
The mechanisms and procedures that we use in Enterprise Service Management have been used successfully in IT for decades. It is therefore not surprising that digital processes and service management have increasingly found their way into non-IT departments in recent years. Process optimizations similar to those we see in ITSM can also be implemented for HR, customer service, sales, the legal department, purchasing and many other departments. With a view to the entire organization, Enterprise Service Management emerged as a logical consequence.
Dr. Juergen Erbeldinger
CEO and Founder of ESCRIBA AG
Enterprise Service Management is often described as a pure further development of ITSM. In our view, however, this representation is misleading. Even if ITSM is considered a pioneer, to a certain extent, the ESM is not a further development of ITSM when viewed holistically, but rather the superordinate term and school of thought, under which ITSM, HR Service Management, Field Service Management and the Service Management of other departments are subordinate.
A ‘scheme F’ that works well in IT, simply imposed on other departments such as HR or Procurement, does not do justice to the complexity of the processes and leaves a lot of development and optimization potential untapped.
That is why we have developed our own no- and low-code platform, with which we can quickly and cost-effectively develop high-quality software for your individual business case. With the targeted use of software, you can reduce throughput times and increase customer and employee satisfaction in the long term. Since enterprise service management only works in tandem with suitable digital tools, these areas are inextricably linked.
Short release cycles and high flexibility are just two reasons why we rely on our self-developed no- and low-code platform. Here you can find out what advantages no- and low-coding offers and how you can use it for your company.
A company that wishes to offer high-quality services and service offers to its employees, customers, and partners cannot ignore Enterprise Service Management. The biggest advantage: Enterprise Service Management works across industries and can therefore be applied to all internal and external process chains. As digitization experts and software engineers, we at ESCRIBA are the ideal partner to support you in introducing Enterprise Service Management.
With mobile apps, people expect services to be easily requested, to be performed without long downtimes, and to always be of the same quality. The basic flow of Enterprise Service Management can be divided into four stages:
Create clear specifications and standards on how processes are implemented.
Document your process chains in a service catalog with a complete list of services.
Use appropriate software and artificial intelligence to automate your processes and workflows as much as possible.
Continuously optimize your range of services and continue to develop your ESM software accordingly.
Always think processes holistically from the perspective of your customers. An end-to-end process begins, for example, with the first customer contact and ends with the final receipt of payment. You can only offer the best possible service and access structured data for follow-up processes if you work digitally and without media breaks.
Especially in times of a shortage of skilled workers, the working time of your employees is more valuable than ever. With ESCRIBA’s Enterprise Service Management software, repetitive activities are automated, freeing up new capacities. Automated end-to-end processes support employees in providing first-class services, thereby increasing productivity and employee satisfaction in the long term. The standardization of workflows also forms the basis for bundling internal company services for maximum efficiency in a shared service center.
Service level agreements (SLA) regulate the scope of services and processing time for internal and external services. In order to successfully meet SLAs, the highest possible level of transparency and the availability of data across all process chains is essential. With our enterprise service management software, all process steps are recorded digitally and can be evaluated in customizable reports. In this way, you can visualize process data that was not available before and identify critical bottlenecks at an early stage. The targeted use of process automation drastically reduces throughput and idle times and reduces the risk of staff shortages, such as the ones we experienced during the corona pandemic.
Offer your users your services in the form of self-services. This can be static knowledge management with helpful information or dynamic offers such as a chatbot or live chat. The most valuable for your users are service portals, in which processes are partially fully automated and information can be accessed independently. Self-services are available 24/7 with no waiting time. We would be happy to support you on the consulting and software side in the implementation of a self-service portal.
Especially if the company does not have a complete authorization concept, sensitive data can all too easily be passed on to the wrong people. Locally stored data records are also error-prone and impair the service quality that a specialist department can provide if, for example, employees use outdated document templates. For this reason, we have integrated extensive authorization management into our Enterprise Service Management platform. Data sets and templates are stored centrally in the cloud and reading and editing rights can be specifically controlled and adjusted down to the lowest levels.
From our point of view, enterprise service management is the key to remaining competitive in the long term. Digital and process-optimized companies can offer their services cheaper, faster and more reliably and will therefore assert themselves on the market in the long term. Even if the Enterprise Service Management movement is gaining momentum in large and medium-sized companies, you still have the chance to be one of the early adopters. Since automation eliminates many time-consuming and error-prone tasks, such as the manual transfer of data, your jobs will automatically become more attractive and good employees will be bound to your company.
A transparent, seamless flow of information forms the basis for making business decisions. You can only apply the right levers for process optimization if you know which tasks are in which responsibility and for how long. Get this important data from the paper documents and locally stored Excel spreadsheets of your employees in up-to-date, comprehensive dashboards. The more data you have access to, the more consistent and valuable your internal and external services will be.
Maybe you too feel exposed to high pressure to innovate or your industry is currently in a state of upheaval? With the help of digitization and enterprise service management, innovative, new digital business models can be developed. In the legal and fintech sectors in particular, many service providers have been successful with this strategy in recent years, but other sectors also benefit from the core idea of enterprise service management. Through maximum automation and workflow optimization, you can open up previously unprofitable markets and gain an important competitive advantage.
Enterprise Service Management supports you in creating offers, approving discounts and price adjustments, and processing orders. You benefit from a comprehensive contract database with supplier and contract files as well as automatic contract creation, approval and signature. With standardized processes and workflow automation, you can not only reduce throughput times and error rates, you also have full transparency about the status of the orders. We look forward to supporting your company in the change process and developing a tailor-made software solution with you on a no- and low-code basis.
It is also becoming increasingly common for legal departments within companies to provide services to other areas of the company. The topics of contract lifecycle management and the provision and evaluation of contracts and clauses go hand in hand with active enterprise service management. With ESCRIBA Document and Contract Lifecycle Management (DCLM), you get the right tool to create rule-based documents and contracts, negotiate them in a targeted manner and evaluate them comprehensively.
Good customer service creates lasting trust in your company and your brand. With a ticket system based on the ITSM model, you ensure that all customer concerns are prioritized and processed in a standardized way. A service portal with extensive self-service offers helps to reduce the number of inquiries and provide offers around the clock. This means that customer service has more time for value-adding activities and generic tasks can be handled by the software.
Administrative tasks often include long process chains with changing responsibilities. With the Enterprise Service Management software from ESCRIBA, you can map these processes digitally in a ticket system and increase your service quality and make it measurable. Due to the technical design of our ESM software, we are able to dock to existing backend systems such as SAP to enable lossless and automatic data transfer in both directions.
Enterprise Service Management is not limited to specific services or business areas. The mindset of the service concept can be applied to all internal and external process chains. Please contact us for an individual consultation.
As a business partner, you benefit from our no- and low-coding approach, because we can fall back on tried and tested code fragments. This reduces development costs and allows us to provide updates independently of release cycles. Another advantage of no- and low-code: departments can create and adapt applications on the platform themselves.
Documents form the basis of daily work in many departments. We have a strong history in automated document creation. We can integrate our world-leading document module into any software solution, giving you a clear competitive advantage. Documents and contracts can be created with the ESCRIBA Document Services (EDS) error-free and in seconds at the push of a button.
Our software can function as an independent backend itself or be easily connected to several existing backend systems such as SAP, Workday or SuccessFactors. This means that existing system landscapes can remain in place and data can be automatically maintained within them.
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