When you think of enterprise service management, what are the first industries that come to mind? The energy sector might not be at the top of your list, but it should be.
The energy industry has experienced tremendous growth and there's no end in sight. Not only does the energy sector represent millions of jobs, its growth demands innovative solutions that can streamline processes to ensure efficiency as well as effectiveness.
ESM is an excellent fit for the energy industry because it enables the smooth, hassle-free delivery of services, which makes it possible for companies to operate more efficiently and effectively. Read on to learn how ESM can do that.
Enterprise Service Management Delivery: Breaking Down Walls
In many companies, walls rise over time between departments. It’s not intentional – it’s just something that’s a natural occurrence. Departments tend to be autonomous, until someone needs something from another team.
Even in that instance, the walls between departments remain. Jackie from Customer Service might send a request for maintenance services, but if the field service team and the customer service department aren’t tightly linked, Jackie can’t see the status of her request.
“Natural gas production has risen across the world between 1973 and 2016, especially in non-OECD countries”
ESM breaks down the walls between departments by providing greater visibility into service requests. There’s no more wondering whether the field service team received requests, let alone whether they’re able to fulfill them. ESM solutions allow you to see when requests are submitted and their status.
Delivering Services More Efficiently through Enterprise Service Management
In addition to greater visibility into service requests, ESM allows managers to better schedule the employees who provide services for maximum efficiency.
We’ll illustrate with an example. Let’s say that a maintenance team is on route to a customer. The dispatcher receives a call from another customer who lives nearby. Thanks to an ESM solution, the dispatcher can easily notify the team members where their next stop is.
“In 2017, domestic energy production was equal to about 90% of US energy consumption”
This is a significant departure from the traditional, manual method of scheduling maintenance. Previously, the dispatcher would have to determine the location of a team at a given point in time. Next, he or she would have to call the team, informing them of an addition to their route.
Modern ESM solutions, on the other hand, are mobile-friendly. All the dispatcher has to do is notify the maintenance team electronically, and they automatically receive an alert about their next stop.
Enterprise Service Management Can Save Time
ESM solutions can save valuable time, too. We’ll go back to the example mentioned above about the field service call.
Every field service call must be documented. That can be a laborious, paper-based process. ESM can automate field service documentation, though.
“The US is expected to become a leading exporter of natural gas by 2018”
A field service technician can enter data into an ESM app, eliminating the need for paper-based records while documenting the service call accurately and complying with any regulations.
Field service technicians in the energy sector might not be the first group of employees for whom ESM would be a natural fit, but this technology allows them to work more effectively and efficiently. To learn more about ESM is a fit for the energy sector, download our guide to ESM: From ITSM to ESM: The Evolution of the Digital Enterprise.