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Driving enterprise impact with Enterprise Service Management

As rapidly developing digital technology and disruptive market forces converge, organisations need to create resiliency and adaptability to meet new demands. Customers and employees expect seamless, easy service delivery, even as the complexity of those delivery mechanisms increases at an unprecedented rate. 

Meanwhile, leaders are feeling the limitations of budget constraints and are under pressure to do more with less. As a result of these forces, organisations are asking how they can balance long-term growth with organisational efficiency in the face of shrinking budgets. But the flexibility they need is often not built into the existing structure of the enterprise. 

Enterprise Service Management (ESM) provides a framework to address these challenges. Its aim is to restructure service delivery within the enterprise—while improving agility, quality, and speed for maximum impact. 

Traditional approaches to service delivery can be slow and frustrating. Often, skills and capabilities that are in demand throughout the enterprise are isolated in multiple pockets throughout the organisation. User requests are processed using lengthy, manual procedures, and there is limited data on the performance of the disparate tools and systems that workers use to fulfil requests. 

Corporate services are often seen as a cost centre and are targeted for budget cuts. That’s due in part to a lack of visibility into the demand for services, which makes it difficult to anticipate needs and effectively respond to changing conditions. 

Machines and automation are redefining work, but the explosion of digital tools can create its own set of problems. Leaders need to invest in tech solutions that streamline workflows and unify the cross-functional skills that can be leveraged for enterprisewide impact. 

Technology is no longer a background layer supporting the enterprise. Today, it is integrated into every area of the organisation, structuring the flow of communication, services, and data. But because this integration has happened slowly over time, many businesses lack a strategic vision for effectively leveraging all their disparate tools and skills. 

The ad-hoc development of enterprise technology infrastructure results in redundancies and inefficiencies, as well as inconsistent user experiences. But by reimagining the role of service delivery within the enterprise, organisations can realise transformational impact.

ESM is an approach that unites technology and teams to provide value across the enterprise. It’s a centralised approach that allows organisations to eliminate redundancies, improve operational efficiency, and enhance employee experience. The result is that the organisation can indeed do more with less. 

ESM leverages new technologies for maximum impact across the enterprise, from automating workflows to gathering real-time data and insights. 

A unified hub and automated workflows allow the organisation to relieve workers of repetitive, high-volume tasks, allowing workers to focus on higher value projects. Meanwhile, this approach provides new opportunities to capture data and gain insights into areas that were previously difficult to quantify or analyse. As a result, organisations are better able to measure performance and allocate resources. 

This ability to monitor information in real time also makes it possible to identify bottlenecks and quickly solve problems. And with a single source of truth, leaders can bring together data and insights to guide decisions and shape teams around shared goals for continuous improvement. 

ServiceNow and Deloitte combine their strategic vision, leading-edge technology, and deep expertise to unify customer experience and streamline operations with ESM.