The Digital Backbone delivers twelve fundamental building blocks to inspire digital transformation and unlock your organisation’s full potential. These can be implemented either individually or as a whole programme, so no matter where you are on your journey, the Digital Backbone provides a pathway for transformation success.
That’s why we made enterprise service management a key component of the Digital Backbone, empowering you with a value-led approach to optimise your process quality and drive your organisation’s success.
Enterprise service management (ESM) extends the long-established principles and best practices of IT service management (ITSM), adapting and applying them to non-IT functions such as HR, finance, facilities, procurement, and customer services.
By adopting ESM to standardise your processes and strategies, leveraging automation, and fostering a consistent culture of service excellence, you can truly transform how all your operations are delivered and managed.
Our ESM proposition provides strategic insights to help you combine all the strategies, processes, people and tools used throughout your organisation, creating a structured and consistent approach for managing services across your business functions and suppliers. This enables a unified service experience that drives efficiency, consistency, employee engagement, and user satisfaction across all service domains.
Strategically speaking, this will not only improve operational efficiency and costs, and enhance employee productivity and customer experiences, but will consequently empower your sustainable growth and competitive advantage.
Or if you’re looking for help to build your ESM capability, our Business Consulting and Advisory experts have a range of offerings to enable your success:
- IT operations management – Streamline and enhance your IT operations to ensure smooth and efficient service delivery.
- IT service management tooling – Implement and optimise IT service management tools to support your service management strategies.
- ServiceNow advisory, workshops, implementation and development services – Leverage our expertise in ServiceNow to improve your enterprise service management capabilities.
- Contact centre advisory – Enhance your contact centre operations, using our first-hand experience of running a 5 star accredited service desk to help improve your customer engagement and satisfaction.
- User experience – Optimise user experience to ensure your services exceed the expectations of your customers, citizens, employees, and stakeholders.
