Enterprise Service Management has the potential to literally transform your organisation.
Most organisations are structured in a way that actually inhibits their ability to optimise customer service. By adopting and adapting the approach and techniques pioneered originally in the IT industry since the 1980s, and increasingly being applied by the most forward-thinking organisations, any business can improve the efficiency and effectiveness of the services it provides to both its internal and external stakeholders.
ESM Service Management can help transform your organisation into a best-of-breed service provider through our unique combination of insight, training, simulation and networking.
Our insight comes from decades spent working with some of the world’s leading organisations to achieve service excellence. This insight has been documented by our founder and one of the world’s leading service management gurus in the definitive textbook, ‘The Journey to Service Excellence’ showing how to use service management frameworks to understand and deliver consistent and valuable outcomes for customers both efficiently and effectively.
Our training is represented by a unique suite of courses for all levels of the workforce from senior executives leading the transformation programme through management deploying the principles and processes, to practitioners delivering the benefits of this approach.
Simulations gain the commitment of all stakeholders to the benefits of team-working, communication and process as the means of achieving organisational synergy.
Peer-to-peer networking is one of the most effective ways to identify leading practices and our Service Management Exchange provides the most effective and complete service management network for both organisations and individuals working in this discipline.
ESM does not just teach people about service management, rather our unique, four-dimensional approach trains people in the techniques needed to actually achieve your transformation.
This approach utilizes core concepts that have been tried and tested in some of the world’s most successful organisations such as continual service improvement, matrix management, value-stream mapping, the guiding principles of service management, process governance and Kotter’s eight steps of change.
The key advantage of the ESM approach is the focus on the practical application of service management frameworks that empowers your people at all levels to deliver service excellence and thereby gain competitive advantage.
Don’t just take our word for it, here are some of our client’s comments:
“This is exactly the thinking that needs to be deployed across the organisation. The benefits of doing so are significant and readily evident” Daniel T
“I really liked the trainer’s storytelling approach, it brought the content to life. This combined with practical ways to take the theory forward meant it felt like I have lots of takeaways, and things to do to embed the learning. For me personally this tied together a lot of separate initiatives I had or had planned to start working on into one joined-up framework which was fantastic.” Tom L
“The course provided me with a wide array of information around service management, touching on methodologies for managing types of service management scenarios, including set up, delivery and reviews.” Daniel A