Enterprise Service Management
Keep your finger on the pulse of your
Enterprise Service Management (ESM) Performance
Why do you need an Enterprise Service Management Performance Dashboard?
- Quickly realise benefits and Return on Investment (ROI), with best management practice critical success factor metrics, for IT Service Management (ITSM) and Enterprise Service Management (ESM).
- Measure, manage and control your Service and Organisation performance with just a few clicks.
- Make data-driven decisions, from a central source, for an effective continual improvement culture.
- Improve transparency and visibility of performance metrics to empower teams to quickly address their own performance risks and issues.
What is the Enterprise Service Management Performance Dashboard?
- Built on Microsoft Power BI for the BMC Helix Remedyforce platform, it provides focused analytics and insights from your Enterprise Service Management data.
- It provides advanced analytics to understand Service demand, per customer base, and the performance against the associated Service Level Agreements (SLAs)
- It is a single source of truth to access team specific information to empower managers to make better, data-driven decisions.
- It is a catalyst for better visibility and control of operational and service management Governance, Risk and Compliance (GRC)
Some Key Use Cases for the ESM Performance Dashboard
- Do you want to have an interactive visual dashboard to see your critical success factors, key measurements and agreements from BMC Helix Remedyforce?
- Do you want to be able to break down the data by Delivery functions and departments, record type, product / service categories, Customers, and other attributes?
- Do you want to see your historical trends and help correct performance issues?
- Do you want to see the performance of each Department or team?
- Do you want to be made aware of Service Level breaches to be more Service-oriented?
- Do you want to improve your Customers Experience?
Service Improvement
Service ANALYSIS
See your service performance metrics against contractual obligations and internal agreements.
Department and Team Analysis
Team ANALYSIS
See your department and team’s performance, over a period of time, across multiple practices and services.
Customer Experience Management
Customer ANALYSIS
See your Customer Demand (Internal and External) across your services and be more customer-centric.
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ESM dashboards can help you:
- Quickly realise benefits and Return on Investment (ROI), with best management practice critical success factor metrics, for IT Service Management (ITSM) and Enterprise Service Management (ESM)
- Measure, manage, and control your Service and Organisation performance with just a few clicks.
- Make data-driven decisions, from a central source, for an effective continuous improvement culture.
- Improve transparency and visibility of performance metrics to empower teams to quickly address their own performance risks and issues.
