Top 10 Enterprise Service Management Systems

Enterprise Service Management

What is Enterprise Service Management?

Enterprise service management (ESM) is the application of IT service management principles and capabilities to improve service delivery within non-IT areas of organizations. This includes legal, marketing, and facilities as well as human resources. ESM is designed to make it easier for employees to receive support services.

ITSM was created to automate the delivery and management of IT service that a company offers to its end users. It also allows workers to quickly and efficiently handle large numbers of IT requests. For example, employees can use their portals to request new laptops and reset their passwords. ESM also applies to non-IT services.

Enterprise service management systems allow any business unit to provide its services efficiently. ESM can be illustrated by employees who use portals or apps to request time off. Ask for a copy of their pay slips or apply for new jobs in their company.

Benefits of Enterprise Service Management

According to Susan Salgy (owner of consulting WebWise Solutions LLC), automating different aspects of service delivery allows companies to support customer and employee needs more quickly and consistently.

“The greatest benefits to a business are the salgy states that [ESM] automates and simplifies work, and can make it more efficient for your existing workforce. “ESM sometimes uses AI/machine learning to speed up processes. It also helps you keep your customer’s and employees’ requests for service to slip through the cracks.”

Salgy states that ESM also breaks down silos between services in different business units, as all employees have the same access to the information and tools they need to be productive.

For example, HR and IT must work closely together to onboard a new employee. These steps can be tedious and error-prone.

Salgy says that ESM is a coordinated approach among departments that details a consistent workflow for bringing the new worker into ESM. Next, the facilities department is alerted that it must set up a new workspace and IT is informed that it must ensure that the worker has access to the internet and a new laptop. All of these steps are automatically performed in a consistent manner, so nothing falls through the cracks.

She says that this also results in better communication and collaboration, which is particularly beneficial for remote workers or hybrid workers.

These standard procedures are also important. Consistent rules throughout the company can lead to a better experience for employees and teams. Workers who use a self-service portal and a knowledge management database and an ESM system will be more productive and spend less time looking for information.

Also read: What is Enterprise Information Management?

Key Capabilities for ESM Systems

Enterprise service management is a strategy that companies want to adopt. You should search for tools that provide portals and workflows to HR, finance, legal, and many other functions. Additionally, ESM tools can be used by organizations to improve service delivery outside of IT and standardize service delivery, enhance the user experience beyond IT and increase service-level performance.

Enterprise service management systems should be able to offer advanced features such as machine learning, artificial intelligence, predictive analytics, and machine learning. But, different capabilities may be required by one company and not another says Eveline Oehrlich, research director, Research in Action GmbH.

She says that it really depends on the maturity and current status of these organizations. She explained that different priorities are set by organizations in enterprise service management. This means that some organizations are well along with their employee workflows.

Others are interested in HR, legal, or facilities. This means that integration with existing processes is crucial for them. Others may be on the edges and move from IT service management to enterprise service management. They will have different needs.

Organizations should seek out tools that have the following capabilities:

  • Intelligent analytics: to optimize workflow and automate.
  • Intelligent automation: automates complex processes and modernizes enterprise workflows.
  • Smart Search: to assist workers in finding answers quickly and easily.
  • Support tickets: to efficiently manage customer requests and incidents
  • Custom workflows and approval processes: To enable teams from all levels of the enterprise to develop standardized, repeatable, and repeatable service delivery processes ensuring that stakeholders stay informed and can offer feedback.
  • Self-service Tools: Self-service portals automate cross-functional business processes such as employee onboarding. All employees can access the self-service knowledgebase, which provides publicly available answers and services via tailored views. The knowledge base should provide relevant information when a user submits a ticket. Customers can also use self-service tools provided by organizations to keep track of the status of orders and requests. These tools improve transparency and operational efficiency.
  • Ability to access the ESM portal 24/7/365: Each customer and employee should have the ability to access the ESM portal at any time and from any device.

Top 10 Enterprise Service Management Systems

There are many enterprise service management software options on the market. Here are some top-rated products that you can use to help with your research.

1. Atlassian Jira Service Management

Jira Service Management can be used by organizations for many departments such as legal, finance, marketing, and sales. This tool, built on Jira allows users to manage multiple requests from different teams on one platform. Jira Service Management offers a self-service portal that allows customers and employees to get the help they need quickly. This integrated service management platform allows business, development, operations, and business teams to collaborate better, track work across the enterprise and respond quickly to business changes.

Who is it for: Jira suits businesses that need an integrated service management platform to manage their development, operations, and business teams.

Pricing: Jira Service Management offers four pricing options: Standard, $20 per user per month; Premium, $45/per user per month; Enterprise, 201, and more users. Prices are available upon request.

2. Freshworks Freshservice

Freshworks’ cloud-based IT service management tool Freshservice is available to all IT departments. It can also be used by non-IT staff such as finance, HR, and facilities. Freshservice automates repetitive tasks and eliminates manual processes. It also improves service efficiency through no-code workflows. Freshservice is a platform that allows companies to simplify service management across all business lines by providing service experiences on a single platform. This enables them to improve visibility and efficiency.

Who is it for: Freshservice works well for small and medium-sized companies that want to improve or build their ESM practices.

Pricing: Freshworks offers four pricing options: Starter (for people just starting with ESM), $19 per month; Growth (for businesses that are growing), $49/month, billed annually; Pro ITSM +ITOM + project management for large companies, $89/user per month; Enterprise (service management solution to enterprises), $109/user per month, annually

Also read: Top 10 Business Intelligence Tools

3. IFS Assyst

IFS Assyst extends the reach of ITSM by automating routine tasks to make it easier to service owners in all teams across the enterprise. This includes facilities management, finance and HR, sales, marketing, travel, and admin to create digital services. Assyst allows employees to collaborate, search for new tools and find information that will help them in their work. Assyst allows employees to use a low-code approach to create service management workflows for every business function including sales, marketing, and IT.

Who is it for: Organizations that use IFS enterprise resource management or customer relationship management products, or who want to link their ERP processes with service management, would be a great fit for Assyst.

Pricing:  Available on request

4. Ivanti ESM

Ivanti ESM is an automated, software-as-a-service-based platform that offers organizations a full suite of service management tools. Ivanti Neurons powers Ivanti ESM. This platform uses machine learning and artificial Intelligence to improve support and employee experience. Ivanti ESM allows companies to resolve issues before users report them. Issues self-heal before users notice. It streamlines repetitive tasks and automates them, allowing departments to operate more efficiently.

Ivanti ESM increases employee satisfaction by offering more self-service options via multiple channels. Ivanti Neurons HR simplifies the employee onboarding process that is managed by a single point of contact and automates employee hardware, software, and application requests. This reduces the time required for IT, HR, and facilities. It also provides a clear, organized view of all available resources in real time.

Pricing: Available on request

5. ManageEngine Service Desk Plus

ManageEngine Service Desk Plus is available on-premises and in the cloud. It allows companies to manage service delivery across multiple business functions including finance, HR, administration, and facilities from one platform. Service Desk Plus streamlines service delivery for business teams in minutes. It also allows companies to create common portals that allow users to access different service desks. All users and service desks can be managed by enterprises from one central console. They can also create business rules and visual workflows to standardize service delivery.

Who is it for: ManageEngine Plus is well-suited for small and mid-sized businesses that want an integrated IT management system.

Pricing: Annual Pricing for the On-Premises Version (billed annually). Standard, IT Help Desk, starts at $120 per user. Professional, IT Help Desk + Asset, starts at $248 per person. Enterprise, IT Help Desk + Asset + Change + Projects, starts at $548 per person. Pricing for the cloud version starts at $10 per user per monthly; the Professional starts at $21 per person per month; Enterprise starts at $50 per user/month.

6. Matrix42 Enterprise Service Management

Matrix42 ESM allows organizations to centralize and manage all of their IT and non-IT processes and services. Employees can access all non-IT and IT services through the Matrix42 portal with just a few mouse clicks. Based on ITIL (IT Infrastructure Library) best practices, Matrix42 ESM helps organizations facilitate service and support processes in IT, helping businesses become standardized and more professional – be it application deployment, or employee onboarding, be it hardware or enterprise services.

Who is it for: Matrix42 can be used by organizations that want to adopt ESM, as well as endpoint and software asset management, IT management automation, and endpoint management.

Pricing: Available on request

7. Micro Focus Service Management Automation X (SMAX)

Micro Focus SMAX allows organizations to extend their service delivery beyond IT by creating a single, integrated self-service portal. This tool features smart virtual agents that can be embedded with machine learning and social collaboration, as well as natural language search. SMAX uses machine learning and analytics to quickly resolve issues and prevent them from recurring. SMAX automates non-IT and IT workflows, processes, and tasks, increasing worker productivity.

Who is it for: Micro Focus SMAX is a great option for existing Micro Focus customers and organizations who want to take advantage of the benefits of IT service delivery based on machine learning or artificial intelligence.

Pricing:  Available on request

8. ServiceNow ESM

ServiceNow ESM, which is built on the Now platform and includes products that enable organizations to automate repetitive business processes across multiple business units including customer service and human resources. ServiceNow brings together company-wide processes in the cloud.

This tool allows for help desk tickets, onboarding, and self-service portals. Employees can also customize performance analytics and identify and solve security threats. ServiceNow allows you to clearly define your roles and responsibilities in different business units. Employees can provide personalized, fast, and efficient support to customers with centralized support and automated workflows.

Who is it for: ServiceNow can be a great choice for large enterprises looking to fully embrace enterprise service management.

Pricing: Available on request

Also read: What is Experience Management and How To Work?

9. TOPdesk ESM

TOPdesk provides ESM software to service desks in all sizes of companies. It can be used by IT, HR, facilities, and other departments. The cloud-based software allows service teams to work together and process requests from one platform. Organizations can improve their customer service by streamlining it across the company. This allows them to communicate more effectively, solve problems quicker, and offer greater value to customers.

TOPdesk users can find the information they need quickly and easily through its combination customer portal, knowledge base, and service catalog. The self-service portal reduces the number of calls to the service desk. TOPdesk gives new employees instant access to all the information they need in order to deliver great services.

Pricing: Available on request

10. USU Enterprise Service Management

USU ESM is available as a service or on-premises. It is built on the same technology that USU IT Service Management. USU ESM provides standard set methods and tools that enable businesses to provide efficient services across all business units. This includes HR, facilities, corporate services, and legal just a few examples.

USU ESM supports HR by providing a range of standard HR service processes, some fully automated, such as managing employment status and requesting job references. With USU ESM facility management can offer digital services of the same quality that the IT department, such as answering questions, processing requests, and resolving disruptive situations.

Who is it for: This tool is ideal for companies who want to implement service management and asset management solutions, as well as industrial organizations.

Pricing:  Available on request

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