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ESM@S4 - NSP Package for Enterprise Service Management

What is Enterprise Service Management

Enterprise Service Management covers a set of tools in order to address organization and management challenges. It is an approach, in which your service organization acts as a service provider for internal and external clients. 

 Services requested by clients are clearly defined in a service catalogue and Service Level Agreements can specify how the services are delivered.

 Services requested by clients are clearly defined in a service catalogue and Service Level Agreements can specify how the services are delivered.

Why implement ESM

Increased control and governance

Enterprise Service Management by enabling technology can be used to improve business processes’ necessary control and as a result provide deep insight into who did what and when in the service oriented organization.

Standardization

To create a single point of services by optimized business processes execution, common way of working, common look and feel and common service model for employees.

Improved efficiency and reduced operational costs

To remove unnecessary manual effort and rework in case of self-service and self-help capabilities used by employees, optimized processes, decision workflows, automation and alerting.

Better service and customer experience

Enterprise Service Management improves service oriented organization’s delivery and its employees’ and customers’ satisfaction by organized usage of service request catalogues, knowledge-base availability, self-service and self-help, social and collaborative capabilities.

Improved effectiveness

Helps to ensure that all employee issues and requests are dealt with expected service level agreements.
No more lost requests in personal email accounts or delays through the inefficiency of individuals.

Improved access & communication channels & more effective communication

Supports different communication channels including telephone, email, chat, self-service, alerts, and a broadcast channel via the self-service portal. Escalation and alerting capabilities also help to ensure that no ticket or communication goes unactioned.

Supported Scenarios

 

Human Resources
Finance
Controlling
Procurement

 

 

Sales Support
Customer Service
Marketing
Reporting

 

 

IT Service
Legal
Facility Management
Project Management Support

 

Who can benefit from ESM?

Common characteristics of company functions most benefiting from ESM implementation

  • Handle a high volume of incoming requests

  • Need to route incoming requests to subject matter experts

  • Need to process requests in a compliant and transparent way

  • Need to process similar requests in a uniform and standardized way

  • Need to monitor the workload of the service organization

  • Need to monitor Service Level Agreement of the service organization

  • Need to automate repetitive tasks wherever possible

What is ESM@S4

  • A preconfigured solution providing ready-to-run “Enterprise Service Management” capabilities in an SAP S/4 HANA environment

  • Available in modules of different scope and complexity, from “Basic service request management” to highly automated “End to end” processes, involving robotics automation (RPA) and Leonardo Artificial Intelligence services

  • Consulting product delivered by NSP, containing business workshops and software deployment services

Why implement ESM in S4/HANA

Implementing ESM in S/4HANA allows you to use an integrated solution in one S/4HANA on-premise system with

  • Direct access to all Enterprise Resource Planning data

  • ERP Master Data in Service Requests

    • Vendor master

    • Customer master

    • Finance master data (GL accounts, Assets, etc.)

    • Controlling master data (Cost centers, etc.)

    • Equipment master

Furthermore, it is possible to reuse of transactional data in Service Requests. There is no need for further interfaces – middleware, Remote Function Call.

Last but not least, it helps to lower investment costs and increase ROI.

Why implement ESM in S4/HANA

Implementing ESM in S/4HANA allows you to use an integrated solution in one S/4HANA on-premise system with

  • Direct access to all Enterprise Resource Planning data

  • ERP Master Data in Service Requests

    • Vendor master

    • Customer master

    • Finance master data (GL accounts, Assets, etc.)

    • Controlling master data (Cost centers, etc.)

    • Equipment master

Furthermore, it is possible to reuse of transactional data in Service Requests. There is no need for further interfaces – middleware, Remote Function Call.

Last but not least, it helps to lower investment costs and increase ROI.

ESM@S4 – HR service catalogue example

HR Service Catalogue

  • Recruiting
    • Job Posting

    • Entry

  • Personnel Administration
    • Master data changes

    • Permits

  • Time Management
    • Working Time

  • Health and Family
    • Pregnancy

    • Parental Leave

    • Illness

    • Severe Disability

    • Death

  • Payroll

    • Administrative Payroll Processes

    • Support Payroll

  • Travel Management
    • Support Travel Management

    • Reporting Travel Expenses

    • Leaving

  • Organizational Management
    • Organizational Units

    • Jobs

    • Positions

ESM@S4 – FI service catalogue example

FI Service Catalogue

  • Fixed Assets
    • Asset acquisition

    • Asset transfer

    • Asset sale

    • Asset scrapping

    • FA master data

    • FA reporting

 

  • Accounts Payable
    • AP master data

    • Invoice receipt

    • Invoice verification

    • Payments

    • AP master data

    • AP reporting

  • Accounts Receivable
    • AR master data

    • Billing

    • Payment receipt

    • Credit management

    • Collection + Dispute management

    • AR master data

    • AR reporting

 

  • General Ledger
    • GL posting

    • Bank accounting

    • Period end closing

    • GL master data

    • GL reporting

ESM@S4 Service request management

Sample Pattern of a service request lifecycle

Business Benefits

  • Single sign-on

  • Simplified IT landscape

  • Central working environment

  • Unified look & feel

  • Process standardization

  • Process automation

  • Governance and compliance

  • Lower TCO

  • Lower training costs

  • Scalability

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