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.
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
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Human Resources |
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Finance |
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Controlling |
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Procurement |
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Sales Support |
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Customer Service |
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Marketing |
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Reporting |
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IT Service |
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Legal |
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Facility Management |
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Project Management Support |
Who can benefit from ESM?
Common characteristics of company functions most benefiting from ESM implementation
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Handle a high volume of incoming requests
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Need to route incoming requests to subject matter experts
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Need to process requests in a compliant and transparent way
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Need to process similar requests in a uniform and standardized way
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Need to monitor the workload of the service organization
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Need to monitor Service Level Agreement of the service organization
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Need to automate repetitive tasks wherever possible
What is ESM@S4
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A preconfigured solution providing ready-to-run “Enterprise Service Management” capabilities in an SAP S/4 HANA environment
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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
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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
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Direct access to all Enterprise Resource Planning data
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ERP Master Data in Service Requests
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Vendor master
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Customer master
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Finance master data (GL accounts, Assets, etc.)
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Controlling master data (Cost centers, etc.)
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Equipment master
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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
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Direct access to all Enterprise Resource Planning data
-
ERP Master Data in Service Requests
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Vendor master
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Customer master
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Finance master data (GL accounts, Assets, etc.)
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Controlling master data (Cost centers, etc.)
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Equipment master
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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
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Job Posting
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Entry
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- Personnel Administration
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Master data changes
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Permits
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- Time Management
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Working Time
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- Health and Family
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Pregnancy
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Parental Leave
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Illness
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Severe Disability
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Death
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Payroll
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Administrative Payroll Processes
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Support Payroll
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- Travel Management
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Support Travel Management
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Reporting Travel Expenses
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Leaving
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- Organizational Management
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Organizational Units
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Jobs
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Positions
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ESM@S4 – FI service catalogue example
FI Service Catalogue
- Fixed Assets
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Asset acquisition
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Asset transfer
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Asset sale
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Asset scrapping
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FA master data
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FA reporting
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- Accounts Payable
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AP master data
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Invoice receipt
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Invoice verification
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Payments
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AP master data
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AP reporting
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- Accounts Receivable
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AR master data
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Billing
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Payment receipt
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Credit management
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Collection + Dispute management
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AR master data
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AR reporting
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- General Ledger
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GL posting
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Bank accounting
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Period end closing
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GL master data
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GL reporting
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ESM@S4 Service request management
Sample Pattern of a service request lifecycle
Business Benefits
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Single sign-on
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Simplified IT landscape
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Central working environment
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Unified look & feel
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Process standardization
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Process automation
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Governance and compliance
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Lower TCO
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Lower training costs
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Scalability
Registration form
Aleje Jerozolimskie 94
00-807 Warszawa, Poland
ul. Starokrakowska 133
26-600 Radom, Poland
7154 Wainscott Court
Sarasota Florida 34238, USA
+48 604 279 798
contact@nsp.biz.pl
