State of Enterprise Service Management

Many IT leaders have a vision to go from ITSM to true Enterprise Service Management (ESM). However, as much as this is the vision, it is often not the reality – why? Many ITSM platforms are not built for ESM; they are cumbersome, they do not allow for custom fields, workflows, and forms at the department level, they may not support multiple portals – in short, the enterprise will not adopt and IT solution as an enterprise solution – it must be built for ESM to work. The benefits are incredible – especially when we consider the costs associated with supporting multiple point solutions. As enterprise organizations witness how much IT Service Management (ITSM) practices have helped improve the efficiency and response times of service delivery teams, they’re increasingly seeking ways to bring that same level of discipline to other departments. This is the root of Enterprise Service Management (ESM). ESM brings to bear all of the basic principles and lessons learned by ITSM over the years. But instead of fielding trouble tickets for broken laptops or new application feature requests, ESM logs employee inquiries in human resources (HR), manages preventative maintenance work in facilities departments, responds to requests for marketing support of new initiatives, and so much more. Download this report to get a better sense of ESM and how you can build an ESM strategy that works.

• 39% are challenged by IT team resource drains that have historically prevented ESM adoption
• 35% are not able to accommodate the departmental requirements
• 35% lack the administrative support for ongoing system management
• 34% are lacking enterprise integration within their ITSM/ESM platform
• 49% are still managing a code heavy platform that prevents ESM adoption

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