Transforming Service Delivery Across the Business

Enterprise Service Management:
Beyond IT

Enterprise Service Management (ESM) isn’t just for IT. Any business function that manages cases, approvals, and workflows can benefit from ESM’s automation, integration, and process optimisation.

Many teams still rely on emails, spreadsheets, and disconnected systems, leading to delays, manual errors, and inefficiencies. By extending ESM beyond IT, business leaders can improve service delivery, reduce manual effort, and accelerate business change.

Xcession helps organisations modernise their service operations by using leading ESM platforms to replace manual processes with structured, automated workflows.

Why Business Leaders Are Turning to ESM

Eliminating Manual, Disconnected Processes

ESM enables teams to move away from inefficient processes, such as:

Managing cases via email and spreadsheets, which leads to lost information and tracking issues.
Double-keying data across multiple systems, wasting time and increasing errors.
Manual approval processes, which create unnecessary delays and bottlenecks.

By implementing a centralised ESM platform, teams can work faster, more accurately, and with complete visibility.

Improving Customer & Employee Experience

With ESM, organisations can:

Reduce wait times by automating workflows and approvals.
Increase accuracy through integrated data and rule-based processing.
Provide real-time status updates, keeping users informed about service requests.
Accelerate service delivery, improving satisfaction for customers and employees.

Boosting Productivity & Enabling Business Agilty

Service teams can spend more time on high-value work by:

Automating routine administrative tasks.
Streamlining case handling to reduce rework and delays.
Providing a single view of business processes, making it easier to adapt and improve over time.

ESM Capabilities in Leading Platforms

Xcession works with ServiceNow, Freshservice, Xurrent, and BMC Helix, all of which provide ESM solutions that extend beyond IT.
These platforms offer:

Pre-built workflows for HR, Finance, Facilities, and Security teams.
Self-service portals to simplify request management.
AI-driven automation and analytics to improve service performance.
Seamless integration with enterprise applications for end-to-end process automation.

Xcession helps organisations implement, configure, and optimise these platforms to drive real business value.

Xcession’s Approach to Enterprise Service Management

Our team takes a structured approach to ESM adoption, ensuring measurable improvements in service delivery. We:

Use the ESM capabilities in the tools we support.

Work with business leaders to identify improvement opportunities and quantify the impact.

Migrate manual workflows into the ESM platform.

Measure improvements in speed, accuracy, and productivity.

Support business change to ensure adoption and success.

Ready to Expand ESM Beyond IT?

If you’re looking to modernise service delivery, improve productivity, and reduce reliance on manual processes, Xcession has the expertise and technology partnerships to help.

Contact us today to explore how ESM can transform your business.

Book a call