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Enterprise Service Management: Beyond IT: 10 Ways ServiceTeam ITSM Powers ESM
There’s nothing more exhilarating then the first day of a new job. We’ve all experienced them. New desk. New computer. New Systems. New team. First impressions matter just as much as the interview. You want your new boss to never regret their decision to choose you. You’re eager to start. But then the waiting begins. For successful onboarding, the process should resemble a well-choregraphed dance, but new employees often feel like they are left trying to navigate through a chaotic and crowded marketplace.
According to a recent study by Axelos and ITSM.tools, over two-thirds of companies have adopted some form of Enterprise Service Management (ESM). ESM extends the benefits of IT Service Management (ITSM) to an entire organization, impacting a wide range of internal services and processes, not just onboarding a new employee. The benefits of ESM done well are well known, including better collaboration and teamwork, self-service and standardization, increased accountability and visibility, lower operational costs and other cost savings, enhanced effectiveness, organizational-wide efficiencies, holistic service delivery, better service quality, and higher ROI—all of which—ensures a better daily experience for employees and organizations alike. Happy employees make happy customers.
Organizations though have varying degrees of adoption. Challenges include buy-in from senior management, difficulties in implementing widespread organizational and cultural change, informational and data silos, lack of understanding on how to measure success, and until recently, limitations in the underlying support technology. With ServiceTeam ITSM and the Microsoft Power Platform, the benefits of implementing ESM across the organization, in many situations, outweigh any challenges or costs.
Microsoft wants to empower every person and organization on the planet to achieve more. ServiceTeam ITSM utilizes a Microsoft platform-centric approach for ESM, providing a positive employee experience by supporting collaboration, automation and frictionless processes. By harnessing Microsoft technologies such as Azure, Power Platform, Copilot, Microsoft 365 and more, ServiceTeam ITSM delivers a highly secure, scalable and flexible ESM approach, supporting business growth for Microsoft-centric customers with a best-of-platform solution. Below, we detail 10 ways in which ServiceTeam ITSM and the underlying Microsoft technology can help your organization deliver on the promises of ESM.
Enhanced Collaboration
ServiceTeam ITSM facilitates enhanced collaboration across various organizational levels. Tickets, and their corresponding templates, can be configured by departmental teams, allowing for unique fields and processes tailored to specific services and needs. Tickets can also be automatically routed to specific business units and individuals, ensuring the right team addresses requests or issues with the appropriate expertise. Service hours and closure schedules can be individually tailored and emails can be customized to originate from the appropriate teams and departments. ServiceTeam ITSM also enables the creation of work items and tasks that can involve various teams/individuals. This granular level of customization supports ESM practices throughout the organization no matter the process or service involved, ensuring that all departments, not just IT, experience efficiency and effectiveness in the delivery or receiving of internal services. Whether it’s HR/facilities /legal engaging with employees, service desk agents assisting end-users, or inter-departmental coordination, ServiceTeam ITSM provides a seamless platform for interaction and teamwork, ensuring that every employee in every department can connect and collaborate effectively.
Unified and Streamlined Communications
ServiceTeam ITSM facilitates and streamlines communications between end-users, agents and other key stakeholders. Microsoft Teams acts as a centralized hub, enhancing communications and productivity by enabling the initiation of complex ESM workflows and tracking of communications to keep all relevant information in one consolidated location. The ServiceTeam ITSM Self-Service portal was designed to facilitate communications and can cater to a variety of service request types, organized by category or department. ServiceTeam ITSM also associates bot conversations to tickets and contacts for agent review, minimizing end-user frustration by preventing agents from asking already-answered questions. ServiceTeam ITSM streamlined communications support increased efficiency, fosters collaboration, enables faster decision-making and responsiveness, which overall reduces costs and improves employee satisfaction.
Frictionless Automation for Increased Efficiency
ServiceTeam ITSM, empowered by Microsoft Power Automate and its own Automation Streams capability, transforms ESM task management by automating tasks, minimizing manual steps and maximizing efficiency. ServiceTeam ITSM enables the orchestration of workflows, seamlessly integrating automated and/or manual activities. These workflows are designed to manage end-to-end processes, regardless of the complexity or the number of departments or employees involved. They can encompass extensive, long-term workflows with specific pre- and post-activities, dependencies on timing, and manual steps that can be executed concurrently or at predetermined future times. ServiceTeam ITSM can even convert certain service requests into touchless requests, alerting users only when an issue or error arises. ServiceTeam ITSM automation capabilities can effortlessly manage cross-departmental scenarios that require coordination with multiple teams. For example, ServiceTeam ITSM can help make your onboarding process perform like a well choreographed dance.
Advanced Analytics and Data Driven Insights
You can’t engage in continuous improvement unless you measure, and you can’t measure unless you track. ServiceTeam ITSM provides ready-made Power BI dashboards and reports to visually communicate and deliver intelligent ITSM/ESM insights and answers to common questions. This supports informed decision-making about company wide service delivery performance. Additionally, you have the flexibility to create custom Power BI reports. With this seamless integration, you can gain visibility and valuable insights, putting continuous improvement and evolution at your fingertips. By aligning internal services and processes strategically to your organizational objectives, you’ll ensure you’re always working at peak performance.
Knowledge Management for All Departments
Knowledge base articles don’t have to be exclusive to IT departments anymore. HR, Facilities, Legal, Marketing, Sales and even specialized teams can curate their own repositories of knowledge. These can be configured for public accessibility, restricted to company personal, or limited to their own department or by certain roles company-wide. A robust knowledge base is essential for artificial intelligence (AI) to function effectively, as it provides the necessary training and information. By centralizing knowledge, every department can harness the productivity and efficiency benefits that were once the sole province of IT as well as leverage AI. This approach empowers other departments with accessibility, consistency, scalability, security and AI in managing their informational assets.
Robust Data Security and Control
Since ServiceTeam ITSM is built on the Power Platform, it inherits all the security benefits of Microsoft Azure, ensuring top-tier security for ESM. This includes data protection, compliance offerings, and reliable backup and disaster recovery. ServiceTeam customers’ data is securely housed in their own Azure tenant, not in an external service or database, and it’s safeguarded by Microsoft Entra (formerly known as Azure Active Directory). The Microsoft Dataverse is equipped with built-in mechanisms designed to comply with GDPR regulations and manage Personal Identifiable Information effectively. ServiceTeam ITSM also provides granular security and privilege controls, allowing for precise access by department or team or by responsibilities, ensuring sensitive information remains strictly compartmentalized. This robust security framework helps maintain compliance and safeguards your organization’s data, giving you peace of mind. Read more about the benefits of Azure for ServiceTeam ITSM.
Harness No-Code/Low-Code Development Capabilities
ServiceTeam ITSM leverages Microsoft’s no-code/low-code capabilities to deliver a highly flexible and user-friendly solution, fully supporting ESM needs. Microsoft has been recognized by both Gartner and Forrester as a Leader in low-code platforms. The low-code approach simplifies configuration and modifications, allowing for rapid deployment as well as tailored processes across various departments without the need for specialized programming skills. Non-developer personal can easily manage ServiceTeam ITSM, adjusting elements like forms and templates, ensuring agility and efficiency regarding non-IT processes.
Embrace Continuous Innovation with Cutting-Edge Technology
By utilizing ServiceTeam ITSM, you’re not only leveraging your existing Microsoft investments but also gaining access to the continuous stream of innovation and advancements Microsoft infuses into its products. This commitment to excellence ensures that ServiceTeam ITSM remains at the forefront of technology, passing on the latest features and capabilities directly to you. As a result, your ESM processes and user experiences are consistently enhanced, keeping your organization efficiently operational and competitive in an ever-evolving tech landscape.
Power Platform for Cost Savings
ServiceTeam ITSM is not merely integrated with the Microsoft Power Platform, it is deeply ingrained and operates as a core component of this comprehensive platform. Our customers experience the typical benefits from deploying a platform-based solution, including easy-to-implement built-in integrations; easy-to-manage configurations and upgrades; and the ability to leverage skillsets and knowledge across business services. These advantages enable our customers to increase the value and ROI they derive from ITSM, ITAM and ESM. There’s also an unbeatable cost advantage by leveraging their existing Microsoft ecosystem investments, which results in significant savings when comparing to similar competitors’ products. Our customers buy ServiceTeam ITSM because of its performance, robust capabilities as well as its lower total cost of ownership compared to many of our competitors. Plus, numerous additional benefits that extend well beyond the fact that ServiceTeam ITSM is a best-of-platform solution. See Why Our Customers Choose ServiceTeam Over All the Others for more information.
Capitalize on Microsoft AI
Since its introduction in early 2023, Microsoft has integrated Copilot—Microsoft’s AI companion—across various Microsoft offerings, including the Power Platform. As a Microsoft Partner, we have the opportunity to harness Copilot (along with other Microsoft AI technologies) for ServiceTeam ITSM, using natural language processing and generative AI to drive productivity improvements. We’ve already begun the process of laying down the foundation to weave AI seamlessly into the fabric of ServiceTeam ITSM and our customers are able to deploy Copilot generative AI to consume their knowledge base data for the ServiceTeam ITSM virtual agent. Microsoft’s commitment to Copilot extends beyond technology, providing us with insights, guidance, and tools to apply AI responsibly and efficiently. For more information on where we see the future of AI in ITSM, check out: AI’s Potential Role in ITSM, Microsoft Copilot: The AI and Automation Opportunity for ITSM and AI-Driven ITSM: Pioneering Workload Management for the Future.
Conclusion
The ServiceTeam ITSM transforms the experience for Microsoft customers, enabling them to achieve top-tier ESM and ITSM. By cost-effectively harnessing their existing investments in the Power Platform, Azure, Teams, and Microsoft 365, ServiceTeam ITSM customers can significantly increase their ROI. Moreover, they will experience enhanced productivity, safeguard their data, and promote efficiency and standardization throughout their organization. ServiceTeam ITSM and the Microsoft-centric approach empowers various departments to reap the benefits that IT has enjoyed for years, ensuring that internal services and processes are working at their best.
Discover the power of ServiceTeam ITSM ESM capabilities in action, reach out to info@provance.com to request a personalized demo tailored to your needs.
Here are some other resources we think you might enjoy to review:
Blog: Why and How Your ITSM Capabilities Need to Change
Webcast: City of London Transforms IT Services with ServiceTeam ITSM and the Microsoft Power Platform
