Skip to main content

In this video, we discuss Enterprise Service Management, or ESM. 

You have probably heard this term before, and you have probably also heard of ITSM, or IT service management.  But unlike ITSM, which got started in the early 1970’s, Enterprise Service Management is relatively new.  ESM is the formal discipline of managing all services provided by an enterprise.  This would include human resources, facilities, security, regulatory compliance, customer service, and a plethora of other services typically provided by an enterprise to its employees, customers, and vendors.

Most of what you need to be successful with ESM has already been invented.  As I mentioned, ITSM has been around for about 50 years; it’s a mature management discipline.  And the vast majority of what a mature ITSM organization does is directly transferable to ESM – Enterprise Services.

Think about the technologies – things like ticketing systems, knowledge bases, automatic call distributors, and user self-help portals.  Think about performance metrics and reporting.  Think about ticket or case handling processes and procedures.  These are just a few of the disciplines that are directly transferable to non-IT service management.

The beauty of ESM is that you don’t have to reinvent the wheel; you don’t have to start from scratch.  Rather, you can build upon this 50 year body of knowledge called ITSM, and quickly mature your Enterprise Services.

What are the benefits?  Well, they include demonstrably lower costs by delivering services more efficiently, and demonstrably higher customer satisfaction. 

The higher customer satisfaction results from: Offering customers a single point of contact for all enterprise services, including IT services;

It results from giving the customer channel choice – think chat, voice, email and web submitted requests;

And it is the result of delivering quicker resolution times.

You’ve probably heard the expression Better…Faster…Cheaper.  It’s a bit of a cliché, but it has real value because cost, quality, and cycle time are the three primary dimensions of competition.  ESM addresses all three, which is why it makes sense both economically, as well as from a customer service perspective.

Now, if you’re an IT service and support professional, ESM represents a once in a generation career opportunity. If you have been patiently waiting and hoping for your chance to play a bigger role on a bigger stage, ESM is that once in a generation opportunity to realize your career aspirations. 

As an ITSM professional, you have unique and valuable knowledge that your enterprise needs!  So, I encourage you to step up; offer your help, your experience, and your hard-won knowledge.  Most of all, offer your leadership, because without it, ESM cannot succeed.

Thanks for joining me today.  I hope you found my Vlog on Enterprise Service Management to be informative and insightful.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

Leave a Reply

Close Menu