Enterprise Service Management. What’s that? Isn’t it just IT stuff? The answer is, “No, not really”. It is about that too, of course, but it’s moved well beyond its original meaning and context.
Enterprise Service Management (ESM) is your go-to strategy when attempting to optimise, streamline, and generally improve service throughout your organisation. It’s the application of IT Service Management (ITSM) principles to other parts of your organisation, a collection of best practices designed to help you liaise with departments and teams and help them achieve better results.
ESM tools are important investments in the current business environment. Every business needs a core system to help manage complex day-to-day activities.
But, as is often the case, even the best-laid plans can end in disaster. Sometimes it’s not just about getting the foundations right but also about making sure you’re not making costly mistakes along the way.
A joint report from AXELOS and ITSM.tools found that two-thirds of organisations have already implemented enterprise service management strategies. Yet, only 37% of organisations are considered well advanced with their enterprise management strategy.
So why, despite the many benefits of successful implementation, do organisations fail to get the most out of their ESM tools? This is something I have spent a long time thinking about.
Having worked in IT service management for over 20 years, working on some of the largest and most complex ITSM systems in the world, and I am passionate about delivering value for customers who have invested in software yet struggle to realise its full potential. Despite the many benefits of successful ESM implementation, I felt many customers were not getting the most out of the software. It was this which led me to create Xcession.
Xcession’s Mission
IT often gets a bad rep for being far too slow and inflexible – something which has been, until now, a fairly reasonable criticism.
My goal was to create a company where our customers get the most possible value from their IT software and systems to reach their goals, which we have largely succeeded in. Xcession specialises in helping organisations improve customer experience, agility, and service management productivity by providing consultancy, professional services, application managed services, support, and maintenance around ESM products.
A passion we all share at Xcession is supporting businesses with planning, implementing, and executing their ESM solutions while ensuring they can evolve with new technology and innovations. Because of this, our customers always come first. Unlike other technology suppliers, we won’t try to sell you unnecessary software or add-ons just to hit sales targets and then charge hefty implementation bills.
Xcession Does Things A Little Differently
At Xcession, we have fully embraced the new way of working. We understand that one-desk-doesn’t-fit-all. With a fully remote team, our consultants can work from anywhere in the world, whether that be from the comfort of their own home or a sun lounger in the Mediterranean. By taking away defined working hours, commuting, and all those other things, we replace them with flexibility and hopefully better work/life balance. Long gone are the days of clock-watching and breathing down our employee’s necks. They are given the freedom and autonomy to work in whichever way best suits them.
Since we employ people from anywhere in the world, we have the broadest range of talent to select from. Our experience extends to implementing and maintaining some of the largest ESM systems in Europe. Our management team has over 100 years of combined knowledge, and our consultants are people we have known and worked with for many years. We trust them to get the job done.
Our customers also benefit from our way of working. As a fully remote business, we do not carry any of the traditional costs that other consultancies do. Our lack of offices and infrastructure allows us to pass these savings on to our customers. Depending on the requirement, we can use an appropriate mix of onshore and offshore consultants to minimise our charges.
Xcession is a modern business with forward-thinking, progressive values.
While the ‘work from anywhere’ movement is still relatively new, we are actively looking for the benefits of flexible working, which we can then pass on to our team and customers.
If you’d like to find out more about Xcession’s way of doing things, contact mark.twomey@xcession.co.uk
