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Redesigning work with ESM: Architecting employee experience and productivity

Today’s workforce is undergoing massive disruption. The ongoing global pandemic continues to interrupt where work gets done, and rapidly advancing technology is transforming how workers perform their responsibilities. At the same time, employees’ changing expectations have led to increasing worker mobility.

As the competition for talent spurs organisations to intensify their focus on employee experience, it’s becoming clear that their legacy service delivery systems are limiting productivity and worker satisfaction. Multiple disconnected tools result in a fragmented, frustrating, inefficient experiences for employees.

It’s critical for senior leaders to create resilience and adaptability in their operations, while also engaging and retaining top talent. To meet these challenges, organisations need to address the complexity that inhibits their ability to deliver an optimised employee experience.

Enterprise Service Management and the new world of work

In most organisations, certain capabilities are in demand across the enterprise. But the necessary skills—such as change management and knowledge management—are often scattered in pockets throughout different teams, resulting in redundancies and making it difficult for workers to get the information and services they need.

A new delivery model is emerging in response to the demand to reimagine the role of service delivery structures within the enterprise with a view to enhancing agility, quality, and speed.

Enterprise Service Management (ESM) offers a mission-centric approach to improving processes and fostering innovation. With strategies built around collaboration, accessibility, and integration, ESM streamlines workflows and facilitates efficient collaboration, allowing businesses to:

  • Encourage active cooperation and engagement
  • Make information accessible to employees across the enterprise
  • Use individual preferences to provide personalised insights and offerings
  • Deliver end-to-end services for seamless user experiences 

This transformation creates an opportunity to reimagine work, building a more agile, resilient enterprise—while also recruiting and retaining a more engaged and productive workforce.

Fortunately, many organisations have already invested in the base platforms they need to bring the enterprise organisation to life. The key is in understanding the potential of these tools. Deployed effectively through an ESM framework, organisations can redistribute and reconstruct work into logical roles for humans and machine workers, integrating these capabilities to amplify their impact.

Humanising work and architecting productivity with ESM

In today’s increasingly remote and hybrid workplaces, information technology is no longer a service that supports some business functions. It is integrated into virtually every facet of the business that employees interact with, from benefits administration to collaboration within teams.

Many organisations have invested heavily in technology to enable their remote and hybrid workforce. But because they use multiple tools to achieve a range of goals, the result is a fragmented and disparate set of applications. Employees must navigate between different platforms, limiting not only their productivity, but their sense of purpose and belonging.

With a focus on outcomes—rather than on outputs—a humanising approach looks at how people naturally work, then designs solutions around them.

Enabled by digital capabilities, like workflow applications and cloud-based products, ESM’s integrated processes and intelligent automation allow humans to embrace their capabilities more fully. When high-volume, repetitive tasks are completed by machines, workers are free to use their uniquely human skills, like problem solving, emotional intelligence, and creative thinking.

A common, centralised hub allows enterprisewide deployment of analytics and reporting, automation, and customer experience. This single-pane view empowers teams to access relevant, accurate information and easily use the right systems at the right time.

With Enterprise Service Management from ServiceNow and Deloitte, workers are empowered to leverage real-time, relevant data and insights, aligned to the ultimate goal of increasing productivity and enhancing employee experiences.