What to look for in ESM tooling?

With the right Enterprise Service Management (ESM) tooling, your organization can transform employees’ experience. From IT to HR and finance to marketing, your people spend a decent chunk of time interacting with different departments. And if they all have slow, complex systems, minutes tick by and frustration rises.

With proper ESM, that all changes. You'll increase operational efficiency, boost employee productivity, and provide a superior service experience. One that aligns with your business goals, guaranteeing compliance and cost-efficiency.   

What to look for in ESM tooling 

As the head of IT, you want to deliver the best possible service experience for employees and customers. Think interconnected services, for seamless interactions.  
 
Your service users need to self-serve information, and access personalized service and assistance. With ESM, you can create a single portal for that. Serving each user via a digital flow, you’ll enhance both experience and efficiency.

Choosing a tool for ESM: Key considerations

Selecting the right ESM tool starts with identifying your enterprise’s main issues — and critical success factors. So, are you struggling with:

• Inefficient processes? ESM can streamline processes to minimize inefficiencies, delays, and costs. 
• Lack of integration in a maze-like, siloed IT landscape? The right ESM software will integrate your IT ecosystem, creating a one-stop service portal.
• Poor user experience due to slow, frustrating interfaces? Choose an ESM tool with intuitive interfaces and processes.
• Compliance and security issues costing time and causing stress? ESM can help you manage compliance and keep your data secure.
• High IT management and maintenance costs? Opt for ESM software that will help reduce these via automation and improved resource management.  

Questions to ask before choosing an ESM tool

ESM is more than tooling. It starts with people: Facilitating their workflows with an efficient, high-quality, one-stop service experience within your organization.  

Ask yourself these questions

These questions help determine the scope of your ESM project, how ready your organization is for it, and your critical success factors:

• How digitally mature is your organization?
• What are your priorities and project goals?
• Are there any organizational or cultural factors that could inhibit your ESM project’s success?
• Who are the key decision-makers involved, and how actively will they support ESM?
• Can you build the right team internally to drive your ESM initiative?

Why we prefer ServiceNow for ESM

Years of experience have shown our consultants that ServiceNow is the best tool for ESM. ServiceNow can help you kickstart better service delivery through:

• Building your first business service success for a line of business or department
• Creating a small center of excellence to build core competencies
• Powering service delivery across the enterprise to create speed and agility at scale
• Standardizing service quality at scale with built-in repeatability, reliability, and quality assurance

Find out more here.

Want to know if ServiceNow is the best tool for your ESM journey?

At DXC, we don’t just deliver platform knowledge; we’re a true partner for your ESM implementation and beyond. We:

• Analyze your current digital system landscape
  To determine your ESM project’s scope, your organization’s readiness, and critical success factors
• Provide valuable insights to redefine work processes
• Drive enhancements in revenue and reductions in cost
• Provide insight into risk and compliance
• Elevate employee and customer service experiences 

Is ServiceNow the best tool for you?

Digital platforms such as ServiceNow don’t mean you have to redesign your departments and organizational structures. ServiceNow integrates and streamlines your existing processes into a digital counter (frontend), as well as the underlying flows to and between your departments and systems. The ServiceNow platform unifies processes and breaks down silos between your teams, prioritizing user experience in every interaction. At DXC, we have years of experience bringing ESM to life for wide-ranging customers (particularly in finance and digital services). We’ll help you transform your business outcomes, harnessing all the capabilities and functionalities of your ServiceNow platform.