Consulting & Implementation
Consultancy and implementation of modern ESM platforms.
%
Service requests can be resolved via self-service portals.
%
Time savings are created by automated service processes.
Intro
What is Enterprise Service Management?
Enterprise Service Management (ESM) refers to the extension of IT Service Management principles to all company-wide service areas. While traditional ITSM is limited to IT processes, ESM applies the same methods – structured service catalogues, ticketing, SLAs and self-service portals – to other departments such as HR, Finance, Customer Service, Facilities, Legal & Compliance and Procurement.
The result: uniform, measurable service processes across departmental boundaries, fewer manual coordination steps, shorter processing times and transparent service quality for everyone involved.
accompio covers the entire ESM spectrum: consulting and implementation of suitable platforms, the development of custom extensions and integrations, as well as the ongoing managed operation of the implemented solution.
Enterprise Services Management
Services
Procedure
This is how Enterprise Services Management works at accompio
We are your partner for tailor-made IT systems across all business and service areas. We develop joint solutions for service catalogues, ticketing, SLAs and self-service portals.
Please feel free to get in touch!
Analysis of your existing service processes, definition of requirements and selection of the appropriate ESM platform based on your organisation and your goals.
Setup and configuration of the ESM platform incl. service catalogue, workflows, self-service portal and role concept.
Development of custom extensions and integration of the ESM platform into existing systems such as ERP, HR software or monitoring tools.
Ongoing operation of the ESM platform including maintenance, updates, user support and continuous optimisation of service processes.
accompio will support you in the step-by-step expansion of ESM to additional specialist departments and in the automation of further processes.
Advantages
Your Benefits at a Glance
Standardised service processes
Standardised processes across IT, HR, Finance and other business areas reduce manual coordination and sources of error.
Measurable service quality
SLAs, dashboards and reports make the quality of your internal services transparent and controllable.
Relief through automation
Routine queries are resolved via self-service portals and automated workflows, without manual intervention.
Consultancy and operation from a single source
accompio is your sole point of contact, supporting you from the ESM strategy through to ongoing platform operations.
Custom extensions
Standard platforms are tailored precisely to your requirements through custom developments and integrations.
Scalable
The ESM solution grows with your organisation, whether new departments, more users or more complex processes.
Frequently asked questions about Enterprise Services Management
Yes. accompio offers managed operations for ESM platforms: continuous operation including maintenance, updates, user support and ongoing optimisation. This ensures that the platform remains stable and grows with your organisation's requirements.
IT Service Management (ITSM) refers to the structured management of IT services using methods such as ITIL: ticketing systems, service catalogues, SLAs and change management. Enterprise Service Management (ESM) applies these proven principles to all company-wide service areas, meaning not just IT, but also HR, finance, facilities, legal and procurement. This creates a unified service organisation across departmental boundaries.
An ESM system, short for Enterprise Service Management system, is a software solution that supports businesses in managing and automating services required across the enterprise. It enables centralised control and standardisation of business processes across different departments.
The costs are made up of consulting and implementation effort as well as ongoing operating costs. Consulting and implementation are calculated on a project-specific basis, with managed operations charged as a monthly flat rate. Contact us for a bespoke quote.
Service Management refers to the planning, implementation and management of services to meet the needs of customers or users. This includes the design, delivery, control and improvement of services to maximise customer satisfaction.
Predictable processes: The use of intelligent automation simplifies complex processes and modernises workflows throughout the company. This enables better planning and efficiency.
Seamless collaboration: ESM enables the convergence of workflows across different organisational functions, such as ERP, CRM, PPM, application development, IT support and operations. This promotes seamless collaboration between different teams and departments.
Simplified end-user experience: By implementing smart, intuitive and intelligent processes with a human-centred design approach, end-user experiences are improved. Built-in intelligence, supported by AI and machine learning, helps to make interaction with the company's services more efficient and user-friendly.
These benefits make ESM a valuable investment for companies looking to optimise their workflows and increase customer satisfaction.
ITSM, or IT Service Management, refers to the strategic planning, design, delivery, control, and improvement of IT services in order to meet the needs of the organisation and its customers. ITSM encompasses processes, tools, and methods for efficiently managing IT services throughout their entire lifecycle.
accompio provides platform-independent advice and selects the appropriate solution based on your requirements, your existing system landscape and your scaling goals. For individual requirements, accompio also develops its own extensions and integrations.
accompio implements ESM solutions for all business-relevant service areas: IT, HR, Finance, Customer Service, Facilities & Workplace, Legal & Compliance, Procurement & Vendor Management, as well as overarching enterprise operations. The specific selection depends on your priorities and the maturity of your existing processes.
