target audience: TECH BUYER  Publication date: Apr 2021 - Document type: IDC Perspective - Doc  Document number: # US47613421

Should You Replace Your Facility and Maintenance Request System with Enterprise Service Management?

By:  Juliana Beauvais


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This IDC Perspective explores the benefits and challenges of replacing separate service request systems with one enterprise service management (ESM) application. Many companies have a siloed service management approach with a separate system for facility and maintenance requests. Employees usually have to navigate multiple different ticketing systems depending on who is fulfilling the request on the back end. ESM is an evolving new application category, combining multiple employee-facing functions to provide one place for service requests across facilities, HR, IT, and more. ESM software vendors come from IT service management (ITSM), customer relationship management (CRM), and enterprise asset management (EAM) backgrounds.

"At the end of the day, do companies need a separate app for employees to submit facility and workplace service requests? Enterprise service management (ESM) applications provide one place for employees to get help. IDC is already seeing some companies use their maintenance and enterprise asset management software as back-office tools only," says Juliana Beauvais, research manager, Enterprise Applications at IDC. "The employee concierge concept is not new, but the COVID-19 pandemic fast-tracked the trend as companies strive to serve a nimbler hybrid workforce."


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