ESM Enters the Limelight

ESM, or Enterprise Service Management, is the natural evolution of traditional ITSM. The first step to get this transformation underway is to formalise all requestable services and workflows—both IT and non-IT—and then “re-platform” them on a single service management solution. This makes important services accessible to all and everyone benefits from workflow automation.

Employee Experience Is More Crucial Than Ever

Happy employees tend to be more engaged and likely to do well, and you can ensure that by providing them with a modern service desk. This modern service desk must resolve requests with meaningful services, offer self-service options, leverage no-wait automation and integrate service delivery models into communication tools such as Slack. Then, you must establish outcome-based experience metrics to gauge the effectiveness of your ITSM.

Automation Emerges as a Key Driver

Automation is the foundation for all digital workflows, and it can be built upon three vital technologies: Artificial Intelligence (AI), Robotic Process Automation (RPA) and low code/no code platforms. You will need to invest in these three, as each is a critical component in automating digital workflows.

DevOps and ITSM Converge

The modern ITSM/ESM is blurring the distinction between DevOps and ITSM and integrating them into a sort of super-unit. Under this model, DevOps is still in charge of providing faster, continuous software deployment, while ITSM is tasked to make sure said deployments are stable and risk-free. Greater integration between the two ensures fast, responsive product development and deployment.

ITSM Turns SaaS-y

Moving service management to Software-as-a-Service (SaaS) platforms is an option that makes sense financially and logistically. The flexibility of SaaS makes it easier for an organisation to meet its ever-changing needs—but at a fraction of the cost.

What is SMAX?

You can modernise your ITSM with a SaaS-based solution that’s easy, advanced, and surprisingly affordable. SMAX enables you to automate key ITSM processes that include incident, problem, change, and service request management.

Watch this primer video by Micro Focus to find out what SMAX is and what it can do for your ITSM.

Micro Focus

Micro Focus is a global software company with 40 years of experience in delivering and supporting enterprise software solutions that help customers innovate faster with lower risk. Micro Focus’ portfolio enables its 20,000 customers to build, operate, and secure the applications and IT systems that meet the challenges of change.

Micro Focus SMAX is advanced service management made simple and affordable. Based on embedded machine-learning and analytics, it delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM).


Check out SMAX at the official Micro Focus Website here