ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integration
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The webinar discussed optimizing enterprise service management (ESM) through automation and integration. It emphasized identifying value streams to understand service delivery end-to-end and ensure optimal collaboration. Automating repetitive tasks and integrating systems can increase efficiency and customer satisfaction by streamlining processes like onboarding, requests, and approvals. Key takeaways included focusing on high-value activities, quantifying service delivery, and coordinating teams through automation and data sharing between tools.
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ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integration
- 1. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
- 2. ESM Webinar Series Part 2 The Keys to Optimal ESM are Automation and Integration
- 3. Sneha Crews Managing Director, Solutions Engineering Cprime Speakers Eric Rodstein Senior Solutions Engineer Cprime
- 4. 01 Recapping Webinar 1 - Product to Customer 02 Optimizing Value Flow 03 Apps, Workflows, and Integrations 04 The Power of Automation 05 Keep the Conversation Going/Q&A Agenda
- 5. Recap of ESM Webinar 1 Leveraging Product Design Thinking
- 6. • An optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes. Enterprise Service Management Defined
- 7. Our Approach to ESM Operation
- 8. • Take a product mindset to your service management approach (Who, What, Why) • ESM requires design thinking which is well thought out processes and workflows combined with automation to create a customer centric approach • Understand the requestor's customer journey to be proactive to your customer needs • A service isn’t done once it is delivered - incorporate constant learning from feedback Key Takeaways from ESM Webinar #1
- 9. Optimizing Value Flows Reduce waste increase efficiency
- 10. ● Understand the services you provide end to end ● Identifying the optimal value streams allows you to ensure the right team topologies in place for optimal collaboration ● Not a one and done but should be regularly re-evaluated and optimized as changes and learnings occur Value Stream Identification Process for Value Stream Identification • Identify Operational Value Streams • Identify the services & solutions the operational value streams use or provide for customers • Identify the people who develop, support, and deliver the solutions • Identify the development value streams that build the solutions and services • Realize development value streams into functional teams and teams-of-teams Service Request Delivery of Service Intake Route Deliver Merge SERVICE SLAs
- 11. ● Identifies and Reduces Waste ● Faster resolution times ● Allows for optimized handoffs and increase collaboration ● Identifying areas of predictability ● Increased customer and employee satisfaction ● Visibility to better prioritize higher value output Why Optimizing Flow Matters
- 12. Apps, Workflows, and Integrations to Make you Successful
- 13. Why An Integrated Tool Stack ● ESM implies service delivery across platforms, and within the tools utilized by the teams responsible for ‘outputs of value’ ● Integrated tools stacks matter to increase collaboration whilst allowing team autonomy within their tools ● Reduce swivel chairing and increase collaboration ● Seamless end user experience in a single place
- 15. Recruiting - ATS <> HRS Sync - Job Rec Configuration - Sending Offer Letter - Background Checks - Scheduling Interviews - Entering Candidate Feedback Onboarding - Identity / Access Provisioning - Complete Employee Docs - Send Welcome Package - New Hire Comms - Add Employee to Channels - IT Requests - Onboarding Surveys - Initial Training + Orientation Service Catalogs Drive Automations and Integrations Employee Experience - Employee Recognition - PTO Requests & Processing - Employee Incidents - Expenses & Reimbursement - Employee Surveys - Travel Booking & Approvals Performance & Development - Quarterly / Annual Reviews - Training Enrollment / L&D Requests - Training Feedback & Surveys Payroll & Benefits - Benefit Enrollment - Benefit Administration - Compensation - Timesheet Management
- 16. The Power of Automation Streamline and Optimize Your ESM Practice
- 17. ● iPaaS ● Custom Dev Integrations ○ APIs ○ Database integrations ● Add-ons/Plugins ● Native integrations ○ Webhooks Different Approaches for Application Integration & Automation ● Automation - related to removing predictive manual steps from processes ● Integration - related to data passing from one system to another (can be manual or automated)
- 18. ● Automation allows you to free up time to work strategically ● Reduces reactionary/repetitive work ● Go from tactical to strategic ● Spend more time on activities that deliver customer value Why Automation Helps
- 19. ESM Example Workflow Automated
- 20. ● Measure to automate value ● Things that should/could be self service even with automated approvals ● Consistent and repeatable actions ● Approvals and assignments ● Things that happen at scheduled times ● Integrations and data transcription What to Automate?
- 21. Key Takeaways to Make you Successful
- 22. • ESM requires collaborations and coordination across multiple teams and departments to provided optimal service to its requestors • Value stream & flow are a mechanism to understand and quantify service delivery • Focus on high-value activities, and seek to automate repetitive and manual tasks to increase efficiency and speed to outcomes / resolution • Automated integration between teams and tools on consistent interactions increases customer satisfaction Key Takeaways
- 23. Connect with our speakers on LinkedIn! Sneha Crews Eric Rodstein Check out Cprime upcoming webinars, read our blog, download whitepapers/case studies & more: cprime.com/resources Share with us what topics you are interested in, ask us questions or give us feedback! learn@cprime.com Keep the Conversation Going…
- 24. Share in the conversation & keep updated on thought leadership, events & more! on LinkedIn, Twitter, Facebook, & YouTube Follow Us on Social Media
- 25. QUESTIONS? cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK) Thank You cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)