{"id":20254,"date":"2020-05-14T14:12:27","date_gmt":"2020-05-14T13:12:27","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=20254"},"modified":"2025-05-29T13:41:58","modified_gmt":"2025-05-29T12:41:58","slug":"what-is-esm","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/what-is-esm\/","title":{"rendered":"What is ESM, and how does it benefit your organization?"},"content":{"rendered":"

Enterprise Service Management<\/a>: it\u2019s a huge buzzword in the service management community. Thinking about hopping on the bandwagon yourself? First, you have to find out what the value of ESM is for your organization.<\/p>\n

Discover the three biggest benefits of enterprise service management and get ready to take your service delivery to the next level.<\/p>\n

What is ESM?<\/h2>\n

ESM stands for Enterprise Service Management. At its core, it\u2019s all about collaboration: it means working together with different service departments such as IT, Facility, or HR. But sharing services doesn\u2019t always look the same.<\/p>\n

In some organizations, the process is still in an early stage, so it simply means service departments use a common tool to process calls. In other organizations, service departments also have a single point of (first) contact for their customers. And sometimes, ESM goes way beyond that, and all service department processes are integrated in a full-blown approach.<\/p>\n

Arguably more important than the theory around ESM is how ESM benefits your organizatio<\/a>n. Discover the three biggest benefits of\u00a0 ESM below.<\/p>\n

Benefits of Enterprise Service Management<\/h2>\n

Service departments need each other more and more \u2013 not only because of smart technology,\u00a0 but also because of high customer expectations.<\/p>\n

1. Improved customer satisfaction<\/h3>\n

Imagine this: one of your coworkers has to give a presentation in half an hour when they find out the screen in the meeting room isn\u2019t working. Bummer! There are multiple phone numbers they can call for help, but that only stresses your coworker out more. Who\u2019s going to answer the phone? And will help arrive in time for their presentation?<\/p>\n

If every service department has a single point of contact<\/a>, your customers don\u2019t have to wonder who to turn to with a question. Such a point of contact can take many different forms, from an actual location to a joint self-service portal or phone number. It\u2019s nice to have a place to turn to with questions and requests, especially when customers need help fast. Thanks to your single point of contact, your coworker knows where to go, you fix the broken screen, and they\u2019re good to go with their presentation.<\/p>\n

Find out how a shared services model<\/a> allows your organization to build its service and support capabilities around employee wants and needs.<\/p>\n

2. Different service departments coming together<\/h3>\n

More often than not, service departments such as IT, Facility, and HR work in silos. When you break those silos\u00a0all of your service departments come together to join forces.<\/p>\n

So why is that a good thing?<\/p>\n

Your service departments have no choice but to work together to provide top-notch services.<\/p>\n

Let\u2019s say you get feedback from your coworkers about meeting rooms that are often fully booked, while no one\u2019s actually using them. To fix this problem, you decide to place sensors that measure whether someone\u2019s using the room or not. You have to connect these sensors via Wi-Fi. But FM alone can\u2019t handle this \u2013 they need help from IT. And whose sensors are they anyway? Is FM or IT responsible for maintenance?<\/p>\n

Service departments need each other more and more \u2013 not only because of smart technology, but also because of high customer expectations. Your customers expect meeting rooms with intuitive technology that support Bring Your Own Device and a flawless on- and offboarding process. This may seem impossible, but don’t worry: you can meet all of these demands with a joint approach. This means different teams don\u2019t work in their own bubble, but work together to ensure the best possible service.<\/p>\n

3. Cost reduction<\/h3>\n

If service departments combine forces, they should also work in the same software. Using the same tool across service departments reduces costs in two ways. First of all, you no longer waste money on double licenses and you prevent your employees doing work twice, since your departments will know exactly who does what. Your assets will no longer be registered in a different tool at IT, HR, and FM and working together will be easier and much more transparent.<\/p>\n

In addition, you make the customer journey<\/a> simpler, which is in itself a cost reduction. If a customer has no clue where to make a request, they might need half an hour to ask their question to begin with. With a single point of contact, it might only take them five minutes, which leaves 25 minutes for them to focus on the things they do best.<\/p>\n

Ready to take the next step?<\/h4>\n

Now that you know what the value of ESM is, it\u2019s time to introduce it at your service desk. Do you want to improve your customer satisfaction<\/a>, work together more, and get those costs down?<\/span><\/p>\n

Learn more about the three routes you can take to launch ESM in your organization in this blog<\/a>. Or download our e-book to find out how to reap the benefits of true collaboration!<\/a><\/span><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Enterprise Service Management: it\u2019s a huge buzzword in the service management community. Thinking about hopping on the bandwagon yourself? First, you have to find out what the value of ESM is for your organization. Discover the three biggest benefits of enterprise service management and get ready to take your service delivery to the next level.<\/p>\n","protected":false},"author":1,"featured_media":39942,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-20254","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28128,"blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nWhat is ESM: Benefits of Enterprise Service Management | TOPdesk<\/title>\n<meta name=\"description\" content=\"Discover what ESM is, explore the benefits of Enterprise Service Management, and enhance your service delivery with TOPdesk's insights. 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