ESM State of the Market and the Case for “Nimble” Service Desk Technology

August 15, 2019

This paper discusses the rise of “Enterprise Service Management”, why it matters and why it’s important for enterprises to ensure they ride this productivity wave. We think it changes the rules for currently successful Service Desk solution players such as Service Now, and we’re already seeing some effects of this changing market. Then we will look at the research into the Service Desk market and how the key players stack up.

Finally, then we will put a spotlight on why nimble technology like Jira Service desk as part of the Atlassian family offers superior value. Sure, we know you think we’re biased but hear us out – we think it’s a compelling case or at least to consider the idea of having a main ITSM supplier and a separate competing ESM supplier.


The case for ESM (Enterprise Service Management)


Firstly, what is ESM?

I would describe ESM as the adoption of tools and processes (as needed) starting in the ITSM space, by other departments across the enterprise. Examples being HR on-boarding, new product/ feature requests, vacation requests, contract review requests. Frankly, anything a department offers as a service can take advantage of well-defined request management processes and tools that track the life-cycle of those requests.


The Four stages of ESM

Analysts and watchers in this space also believe that there are stages in maturity around ESM. I think this is partially true although technically there is no need to ultimately collapse departmental service desks into one set of “perfect” processes. For example, in Jira when a problem is raised in service desk it is possible to automatically link this ticket to a project where work is done to fix these kinds of issues. Hence the entire life-cycle for the resolution of a problem can be understood end to end. Achieving this visibility in a stage 1 organization is a great achievement. Certainly, a barrier to ESM for departments is cost, the flexibility of the tool to meet non-ITSM requirements and ease of use.

Stage 0 Silo departments – little or nothing is shared
Stage 1 Shared Tool between departments enabling greater linkage and alignment
Stage 2 Shared service desk and with visibility around all service requests and related activities
Stage 3 Implement common service management processes or catalogs

This research featured below is from HDI who has an annual survey that looks at ESM growth and coverage, its an excellent report.


Want more? We have more.

This is a short version of a longer research paper. To get the research version please use below opt-in to download.

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