Enterprise Service Management

Service management reimagined by adesso

No one size fits all

From traditional IT service management to enterprise service management

Enterprise Service Management (ESM) is changing the way service management is viewed throughout the company and beyond. Service management needs to be rethought, better integrated, and made more agile in all areas of the organization. adesso Enterprise Service Management (aESM) combines best practices from various areas and helps organizations deliver their core capabilities in line with their strategic goals.

aESM is based on five key elements that are interlinked and offer a holistic approach to service management.

The five key elements of aESM

  • Focus on your customers and create customized services that offer real added value.

    Customer value management is a holistic approach to creating and increasing customer value. Focusing on customer value requires transparency about customer needs and expectations in order to ensure optimal service orientation.

    Possible areas of application:

    • Customer understanding and analysis
    • Offer design
    • Customer experience and relationships
    • Pricing and value strategies
    • Holistic service and value approach
    • Contact-2-cash becomes contact-2-value
    Agile Service Delivery Illustration

  • Ensure that the service organization supports the company's business objectives and aligns with its strategy.

    Enterprise Solution ensures seamless integration of service management into business processes and objectives. This contributes to a holistic solution at the enterprise level and thus serves enterprise service management.

    Possible areas of application:

    • Analysis of business processes
    • Integration of business processes
    • Standardisation and automation of processes
    • Continuous improvement
    • Customer centricity
    • Integration of service management practices
    • Meaningful synergies thanks to a holistic approach
    Enterprise Solution Illustration

  • Reduce waste and maximize the value of your service processes through continuous improvement.

    Lean service operations refers to the effective and efficient delivery of services to achieve maximum customer value. Continuous improvement and elimination of waste result in a high level of maturity in the service structure throughout the company.

    Possible areas of application:

    • Continuous improvement
    • Customer centricity
    • Lean management
    • Analysis and identification of waste
    • Process optimisation
    • Implementing lean management
    • Transparency over value streams
    • Driver of effectiveness and efficiency across the entire organisation
    Customer Value Management Illustration

  • Respond quickly to new or changing requirements and offer services with a high degree of flexibility and speed.

    Agile service delivery is the agile and flexible design and delivery of services to meet constantly changing customer requirements. This element strengthens innovation capabilities, enabling companies to act in a future-oriented manner and remain competitive.

    Possible areas of application:

    • Continuous delivery
    • Customer orientation
    • DevOps
    • Planning
    • Development
    • Testing and deployment
    • Operation and monitoring
    • Scalability from a small initiative to a practice established throughout the company
    Lean Service Operations Illustration

  • Align your service strategy with your corporate strategy, ensuring that all areas of your company work together and silos are broken down.

    Synergistic alignment of all organizational areas breaks down silos and enables efficient collaboration. This promotes cooperation and co-creation within the company.

    Possible areas of application:

    • Strategy development
    • Process optimisation
    • IT infrastructure optimisation
    • Skills development
    • Continuous improvement measures
    • Securing the future by achieving the corporate purpose
    • Servant leadership
    • Change the mindset
    Synergetic Alignment Illustration

‘Experience the future of service management – make an appointment with your ESM experts today!’

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Customer benefits

Why implement adesso Enterprise Service Management

Success can mean different things to different companies. With aESM, we create a customized framework for maximum benefit – true to the motto: No “one size fits all”!

aESM offers IT executives and CIOs a unique opportunity to improve service quality and efficiency across the entire organization by integrating proven methods, frameworks, and best practices. Using aESM can help establish customer focus, collaboration, agility, and efficiency in service management, thereby achieving a decisive competitive advantage.

Here is how your company stands to gain:
  • New, sustainable and resilient (IT) organisation
  • Holistic business processes and/or value streams aligned with resources and services
  • More flexible, dynamic design of company-wide service management
  • Early identification of value and risk drivers
  • Ability to adapt more quickly to new requirements
  • Interweaving of best practices, methods and disciplines across divisions
  • More flexible, dynamic service management design
  • Promoting cooperation between specialist departments, IT and customers

The NSM is about distilling the unique selling proposition and central purpose of your company and helping it mature further.

Successful projects - satisfied customers

References and success stories

We had always limited service management to IT. We weren't aware of what “real” ESM meant and that we could also use it in production.
Thanks to Enterprise Service Management, we were able to optimise our service processes and increase customer satisfaction.
adesso made us realize that we needed to take a holistic view of our service management. We had always seen it in isolation in the respective departments with the established frameworks.

The adesso service offer

To meet these requirements, a comprehensive inventory, (re)evaluation, and redesign of the company's IT and service-providing units are necessary. The goal is to create the conditions for renewed, modern technologies, working methods, and future-oriented service management.

Our experienced experts support you in implementing adesso Enterprise Service Management by contributing their knowledge and expertise to implement the right concepts for your company, sharing best practices, and preparing your employees for the changes.

The following steps are essential:

Step 1

Analysis

Record and evaluate goals, processes and requirements (actual state) in order to place them in an overall context.

Step 2

Action planning

Identify fields of action and create a roadmap.

Step 3

Implementation

Implement measures and fields of action, anchor them on the organisational level and take positive action to make cultural change happen.

Experience shows that change is a far-reaching undertaking and requires, on the one hand, a segmentation into suitable elements and an iterative approach. To find out the best approach for implementing this change in your company, we have to work together – at adesso we just do it.

Do you have any questions?

There is no website or brochure which can replace a personal meeting to talk about your goals and topics. We are looking forward to an appointment on site.

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