Naumen Enterprise Service Management (ESM)
Naumen Enterprise Service Management is a solution to automate and manage company’s back office activities of service departments, such as procurement, maintenance and supply, HR, logistics, marketing, legal, etc. Naumen ESM absorbs and extends the best user and management experience of Naumen Service Desk, which is a leading solution for theITSM services automation with 1000+implementations by companies from various industries.
When the principles of service management are applied to activities of service departments, they improve work quality and performance, increase user (internal service consumer) satisfaction level as well as cut costs due to repetitive use of experience and
Based on best practices and approaches, efficiency of which has been proved by IT services management (IT Services Management and ITIL®), Naumen ESM solution enables to create a universal and modern tool to manage activities of the service departments in a company.
When is it worth thinking about implementation of Enterprise Service Management?
User requests addressed to service departments require recurring steps to process them
It is difficult to define persons in charge
It is not possible to identify priorities of service requests depending on their business impact
Users expect request resolutions within a short time period, because it is critical for business, but deadlines are constantly failed
There is no knowledge base for typical requests
Reporting and transparency of the service department activities is not sufficient
Phases of the service management based on Naumen ESM
Create a unified service catalogue that service departments provide
Assign service owners to services or service groups
Get approval of SLA (Service Level Agreements) with business clients
Agree on metrics that service departments exploit
What objectives you can achieve
Analyzing and planning workload of service departments
Structuring internal processes, identifying employee needs and issues. Evaluating issue frequency and elaborating on prompt solutions.
Lowering business risks regarding service department activities
Evaluating performance by quantitative and qualitative measures, partially by getting feedback from service consumers and analyzing these data.
Improving transparency and controlling results
Getting tools to formalize employee evaluation system. Arranging tasks by their priorities and deadlines.
Optimizing work, identifying points of growth
Reducing the number of requests due to accumulated knowledge and delivering solutions of typical problems to service consumers.
Is complied with ITIL and ITSM standards
Uses industry standards and best worldwide practices of implementing service management
Accumulates implementation experience
Counts of 1000+ successful automation projects based on Naumen Service Desk flagship
Enables process adjustments
Quickly adopts processes to business needs, scales up to any internal business units
Provides ease of changes
Configures interfaces and processes without participation of software developers; all changes are made through the web environment without any programming
- Establishes a single point of contact for interaction of service departments and service consumers
- Increases transparency of entire processes and separate execution stages, controls outcomes
- Cuts operating costs due to
repetitive-useof experience and self-servicetools
- Increases personnel loyalty
- Improves performance and efficiency of service departments, their work quality
- Reduces business risks regarding activities of service departments
- Accumulates history of rendered services and user requests to analyze and plan workload of service departments
- Optimizes work, identifies points of growth
Scope of use
Managing services of HR department
HR records keeping, personnel selection and recruitment, business trip applications, vacations and training, HR-related consulting
Managing procurement services
Procuring goods and equipment, interacting with suppliers, processing documents
Managing legal services
Drafting contracts, approving bills and invoices , reporting
Managing payroll and accounting services
Calculating salaries and leave allowances, issuing different certificates, consulting employees on payroll issues, processing payables and receivables, controlling expenditures
Managing services of the maintenance and supply department
Ordering furniture, repairing office equipment, booking conference rooms, managing couriers, office maintenance
Managing other service units
Extending to any back office departments to scale up service management (tender participation, advertising and marketing activities, etc.)