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Spelling out the meaning of ESM (and it's more than Enterprise Service Management)

Micro Focus Contributor
Micro Focus Contributor
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Guest post by William Morris
SMAX Sales Specialist


sits 1.pngConsider this your personal invitation to join the Micro Focus team at the leading event for Service Management professionals, taking place on 1-2 May 2019, at the ExCel in London – registration is free

The hot topic at SITS this year is the growing desire for Enterprise Service Management (ESM), as companies move away from the traditional, formulaic processes of IT Service Management (ITSM). But to many this raises the question what is ESM and why the desire?

Basically, ESM extends IT Service Management tactics to the rest of your enterprise – departments such as HR, legal, marketing, and facilities, for example, are seeking ways to promote and provide services too. And, like IT & Support, they want to deliver easily accessible, user-friendly experiences that help employees get their jobs done.


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This is where ESM can offer a unified delivery and support structure that potentially transforms every department into a service team, with the three defining characteristics of ESM found in the acronym itself:   

  • The E in ESM
    Yes, the E in ESM stands for enterprise, but it also represents efficiency. An ESM solution uses machine learning and advanced analytics for ticket resolution, boosting both workflow and agent productivity. Thanks to automation, agents can describe, diagnose, predict, and prescribe resolutions without any human interaction. For example, a virtual service desk agent can use advanced search and incident patterns to quickly resolve an automated request-to-fulfil value stream.
  •  The S in ESM
    In addition to service, the S represents speedy. Driven by the employee’s need for a fast, engaging experience, the automated self-service desk plays a central role in ESM. Accessed via portals, mobile devices, or even social apps, it can create the personalized experience, including options to “ask a friend” or rate services—expected by digitally savvy users. And as more use cases are added to the library, the system continuously improves the user experience.
  • The M in ESM
    And finally, M is for management and also for minimal, as in the minimal effort required to set up the self-service portals and automated processes and workflows of ESM. Codeless configurations, out-of-the-box reports and analytics, built-in workflows, and automatic upgrades make laborious software implementations a thing of the past. Instead, you’ll see a rapid return on investment as well as lower ownership costs.

So be one of the 3,700 IT decision makers to attend and enjoy two full days of world-class keynote seminars and hands-on education. Plus, request a demonstration of SMAX at the Micro Focus booth 481 and see for yourself the difference between traditional ITSM and ESM!

Our SMAX product experts will provide you with an insiders’ view into the key industry trends that are shaping our product from an ITSM to a ESM tool that can support your transforming strategy; tailored product demonstrations proving the agility, efficiency of the successful SMAX solution, and enjoyable, thought provoking customer success journeys, with insights into best working practices to spark your imagination and nurture ideas you can take back to your office.


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With such an exciting service transformation, we already have several ‘Demo Chats’ booked in – to ensure you don’t miss out and gain insights on how to transform your service solution pre-book your own ‘Demo Chat’ today and discover:

  • How SMAX can be deployed across various business units and geographic locations facilitating how use case resolution information is shared, to expediated customer resolution
  • The impact a more intuitive and integrated solution can offer in operational efficiencies, especially when combined with painless it is to transition from your existing Service Manager to SMAX
  • The positive benefits of a solution that supports both IT and non-IT use cases to ensure you deliver a high degree of service, with innovative analytics to ensure you align your IT resources to meet your business needs
  • Learn how an automated request-to-fulfil value stream can help you deliver seamless IT service consumption.
  • Virtual service desk agents and how they can assist you meet your business objectives and service level performance targets
  • And much more…

Plus, don’t forget to follow us on LinkedIn and Twitter to keep up to date on all information relating to SITS event, remember to search hashtag #SITS_UK.


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