Enterprise systems management is the practice of applying IT service management to other areas of an enterprise or organization with the purpose of improving performance, efficiency, and service delivery.
Here’s an example: Your IT teams begin to automate service requests and certain processes. This does two things:
It helps your customers—the colleagues who rely on your IT to provide software, processes, and tools.
It helps your IT teams directly, improving their workloads and streamlining service delivery.
The key here is the use of automation. IT teams that can provide easy, user-friendly ways to access knowledge means your users can quickly solve their own problems instead of waiting for direct help. With just a little common sense, business areas beyond IT have realized they can automate and gather collective knowledge, using ITSM principles, in order to improve performance and service delivery.
