With the rise in popularity of on-demand, accessible service delivery and the resulting change in customer expectations, businesses are pressed to rethink the ways they provide and consume services internally.
IT Departments have long relied on Service Management principles such as ITIL to deliver better services and user experiences to their customers. Beyond IT, many business divisions have come to realise the benefits of adopting established IT Service Management (ITSM) best practice to drive value across the entire enterprise.
By adopting an Enterprise Service Management (ESM) approach, as opposed to a more parochial IT Service Management focus, organisations can extend service management theories and principles into other core business functions.
Enterprise Service Management is the application of ITSM principles to different service departments within an organisation with the goal of improving process efficiency and service delivery and promoting cross-departmental collaboration. Typically, service delivery departments such as HR, Facilities, Procurement and Finance are best positioned to benefit from the adoption of a holistic ESM approach.
There are a great many advantages to implementing an Enterprise Service Management approach across the business.
Extending Service Management principles beyond the IT domain can:
Our Alemba Service Manager Enterprise Service Management solution allows you to extend best practice Service Management processes to service delivery departments across your organisation, including HR, Finance and Facilities Management.
Alemba Service Manager offers a feature called Partitioning that allows our customers to incorporate various business functions into their Alemba Service Manager Service Management system.
Alemba Service Manager is a multi-tenanted, single application, which means that your various departments can use the same tool to separate workflows, configuration settings and data security requirements, while still being able to collaborate between business units when needed.
With Alemba Service Manager’s Partitioning function, you can expand your Service Management processes into areas such as Facilities and HR Support as your organisation grows.
With Alemba Service Manager, you can build an attractive service gateway for your business quickly and easily. Alemba Service Manager Self-service Portal acts as a single point of entry to manage your business departments’ service requests with minimum disruption.
There’s no need to spend hours building forms – you can link to forms held anywhere in your organisation, such as SharePoint or the company intranet. You can monitor and report on your most requested services, allowing you to streamline your services by focusing on your top requests.
HR practitioners often rely on numerous systems and tools to manage requests, queries and incidents. Using Alemba’s HR Service Management tool to manage day to day requests, queries and incidents, will aid effective HR Service Management, ensuring speedy delivery as well as improved accountability and transparency.
Alemba’s HR Portal capabilities include:
Alemba’s Facilities Management capabilities allow facilities managers to better manage resource utilisation, cost control and evaluate the performance of facilities services.
Alemba’s capabilities include:
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