Enterprise Service Management

What if customers could easily get the answers to all their service questions in one place? Without having to search for the right channel or person? Whether they need help from IT, HR, FM, or another service department? With Enterprise Service Management (ESM), this becomes reality. At its core, ESM is all about collaboration. Service departments join forces, from using a common tool to process requests to having a single point of contact for customers and providing shared services.

More efficient, customer-centric IT services? Try Lean Service Management

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What the perfect shared services manager looks like

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4 ways Game of Thrones teaches us about customer experience

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How to implement a Shared Services Center

To meet the demands of the future, supporting departments need to combine their strengths. This is how to implement a shared services center.

How to improve collaboration between departments

Industry expert Doug Tedder explains how to improve collaboration between departments and takes away the main barriers.

A shared services model – the next evolution of ESM

How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).

How to manage panic at your service desk

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Why a single point of contact (SPOC) is important

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What is ESM, and what is its value for your organization?

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Utrecht University: Enterprise Service Management case

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Trends come and go in service management, technology, processes and frameworks. For every trend,...

Agile Change Management in practice

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