What is Enterprise Service Management?
Simply put, Enterprise Service Management (ESM) is the ability to support any department of a business that provides a service within one application.
ESM emerged from the IT Service Management (ITSM) market in the past few years and is the use of ITSM capabilities by other parts of the organization – like HR, Facilities, Customer Service or Finance – to improve service, performance, and outcomes.
According to ServiceNow, ESM “started as a quick fix for other business functions that needed a tool to improve operational efficiency and effectiveness. It was a lift-and-drop of the corporate ITSM tool from the IT organization into another business function—for example, human resources. Not only did this improve the other business function’s performance, it also offered significant financial benefits to the parent organization.”
What is Digital Adoption?
In its simplest form, digital adoption is about helping people to use and embrace technology.
Typically used in relation to business software, this definition can be expanded to include internal teams, external customers or entire companies. But whether used on a personal or organizational level, digital adoption efforts will always be focused on improving the engagement, experience, efficiency and effectiveness of digital tools, workflows and mindsets.
It’s a common misconception for digital adoption to be linked to measurements like the number of users accessing a system, or for it to be seen as a one-off achievement. However, digital adoption is not concerned only with the availability or apparent usage of technology. Instead, it is focused on improving the ongoing relationship people have with technology and ensuring tools are used well, in a timely fashion to achieve expected outcomes.
Done well, digital adoption not only enables and maintains these goals, but provides measurable benefits, from improved productivity and satisfaction to reduced support costs and time to value. While the use of a digital adoption platform like AppLearn Adopt is necessary to make sure of and measure success, digital adoption is a people problem and, like people, it should be supported inside and outside of technology.
You can visit our approach page for more on how AppLearn enable Adoption Excellence.
What is ‘in the flow of work’ support?
In the flow of work support is the practice of providing users with the help they need when and where they need it.
Rather than having to rely on external resources, such as a support desk or shared portal, in the flow of work support is found within the application itself. Whether in the form of step-by-step guidance or quick and easy access to content resources, it is designed to improve productivity and deflect avoidable support tickets.
Providing users with this level of support is a key part of the Adopt digital adoption platform, which you can find out more about here.
Still need more reasons to watch?
- Hear from an independent expert on how you should be thinking about Enterprise Service Management and not just IT Service Management
- Hear anecdotes and best practices from successful ServiceNow customer stories
- Learn about the critical role that AppLearn can play in extending the support experience
- Learn the key metrics, how to measure them and how to identify gaps in measurement