Real world benefits
ESM can deliver a wide range of benefits. The following are some of the most compelling.
Alignment leading to ongoing collaboration: ESM can unite business units to directly support an organisation's vision and goals.
Defining roles, sharing similar methods, tools and processes will break down silos and foster a more cohesive approach to tasks.
Increased accountability and governance: Implementing enterprise service management processes and tools can provide greater levels of internal controls and an understanding of roles and responsibilities.
Enhanced visibility and control: The definition and production of adequate and timely reports allows a higher level of visibility and tracking to demonstrate performance and identify issues.
Improved Collaboration and Knowledge Management: Functions and teams can capture, share and use information more easily,
providing access to the up to date, high quality knowledge that is required to perform activities.
Continual Improvement: With increased visibility into operational performance comes opportunities to identify potential improvements.
Optimised Costs: Through productivity, standardisation, reduced overheads and duplication, automation and rationalisation leading to increased value on investment.
Enhanced Customer experience: Being able to vocalise the service approach and deliver in a consistent and effective way enhances the delivery of customer- centric support.
The benefits hoped for by our Sales and Marketing team were:
Understanding supply v demand: This was one of the important sought after benefits from our Sales and Marketing team. Understanding the activities (from process flows as mentioned above) also creates the opportunity to model them. It’s this kind of understanding that helps to frame ‘value’ as well as supply and demand levels.
Productivity: Defining processes from repeatable activities means you can identify, automate or even eliminate activities’, allowing work to happen more quickly and smoothly.