Information Technology Service Management (ITSM) used to be the gold standard in service operations. But as more organizations migrate to the cloud, new ways of working have emerged.
Today, transformation extends beyond engineering and IT teams. HR, procurement, and operations now increasingly rely on connected service workflows to scale efficiently. To stay competitive, companies must enable enterprise-wide change.
Enterprise Service Management (ESM) is one way to do this. Building on ITSM best practices, ESM breaks down silos, accelerates innovation, and boosts productivity, modernizing operations to make transformation easier.
Enterprise transformation isn’t a one-and-done engagement. It also isn’t achieved by simply migrating to the cloud. True transformation requires refining operations and ways of working across an organization, not only IT.
At the core of this transformation is data. Without a centralized way to track requests, service, and workflows across the business, teams operate in silos. ESM creates a shared foundation of operational data and a single source of truth, making work visible, connected, and easier to manage. This gives every business unit the context they need to standardize workflows, improve service delivery, and collaborate more efficiently.
For many organizations, departments like HR, procurement, and operations work in silos. Each team uses different tools while also relying on legacy systems and manual processes. These fragmented workflows lead to inconsistent service delivery, slower resolution times, and poor customer and employee experiences. By implementing ESM, teams reduce manual effort to deliver faster, more reliable service.
For example, HR can streamline onboarding processes and automate common service requests using AI to improve employee experience. Similarly, procurement can automate approvals for simple requests, speeding up ticket resolution and improving service consistency and efficiency. Teams can also implement self-service tools to offer 24/7 support to employees and customers.
Valiantys’ Approach: Valiantys partnered with a financial firm to modernize operations across eight operational departments, including HR, IT, legal, and facilities. By uniting teams on a single platform, the company reduced its incident volumes by 66% while improving service delivery and the employee experience.
Limited visibility makes it difficult to track progress, measure performance, and identify bottlenecks. Without centralized insight, teams spend more time searching for information than focusing on work that delivers value. ESM solves this by creating a single source of truth, giving teams enterprise-wide visibility.
Instead of managing information across email, spreadsheets, and third-party tools, teams can access shared context in one place. In practice, this might include a single service request portal for complete visibility into all requests and status updates, or an organization-wide knowledge base to find information easily.
Valiantys’ Approach: Solarisbank chose Valiantys to implement Atlassian solutions, like Jira and Confluence, across its entire organization. Using Jira gave Solarisbank greater visibility into data, enabling teams to track and measure performance. With these insights, teams are now able to optimize workflows and make faster, smarter decisions to continuously improve.
Disconnected systems and tools impact productivity and slow down decision-making. When processes and workflows span multiple departments, coordination requires manual effort. This often leads to handoff delays and miscommunications.
ESM creates a connected system of work, reducing manual effort and enabling teams to work more efficiently. By standardizing how work gets done, it reduces operational friction. With faster decision-making, productivity increases and innovation accelerates. Teams can then better connect new tools and services to business priorities.
For example, during onboarding, employees no longer have to wait for internal handoffs from HR and other departments. On day one, HR, IT, and facilities have a clear view of who needs what, eliminating delays and improving the employee experience.
Valiantys’ Approach: Working with a leading global automaker, Valiantys migrated over 35,000 engineers to the cloud, replacing legacy systems and unifying operations. As a result, design, manufacturing, and R&D teams also gained a single source of truth, streamlining handoffs and improving workflows for more effective collaboration.
ESM is a powerful lever for enterprise-wide transformation. By connecting and standardizing work across teams, it breaks down silos and boosts productivity, creating a scalable way to achieve measurable change.
As a global leader in enterprise transformations, Valiantys can modernize your service management beyond IT. With the Precision Framework, we boost operational efficiency, enhance service delivery and employee experience, and reduce costs. Our precision-engineered ESM works through four iterative phases:
If you’re looking to transform your service delivery and enable enterprise-wide change beyond IT, contact us today.