Low-Code EGENE ITSM Platform Expands into ESM Service Area

The number of applications and expansions into various services through the low-code ITSM platform provided by STEG is steadily increasing. The traditional ITSM tasks were focused on improving IT department reliability and responding to internal audits. These tasks are now being expanded to include Enterprise Service Management (ESM) tasks, leveraging modules used in ITSM service configurations. ESM aims to break down organizational and departmental boundaries, and streamline processes across departments such as finance, sales, legal, HR, and equipment. This streamlined IT service implementation aims to achieve overall quality management and minimize business risks.

 

[Figure 1] ESM Process Area

ESM aims to address the diverse needs of an organization through a cyclical approach based on continuous feedback, similar to agile methodologies. Implementing a process (requirement analysis, design, construction, testing, etc.) using standard project methodologies presents challenges in terms of scale, cost, resources, and schedule. Such challenges made low-code platforms gain popularity, which is capable of easy creation and easy access to desired services. Our ITSM platform is a Low-Code No-Code (LCNC) platform having every module necessary for service creation. Thus, clients who initially implemented ITSM are tending to expand their ITSM platform to ESM. Furthermore, through technical training on our platform, actual users can directly develop and deliver ESM processes that accommodate diverse organizational requirements. This has enhanced the role of IT department and user satisfaction. For the quick configuration and delivery of these services, the following capabilities are required: Creating a data structure to add data; creating an input screen; creating a list to extract data; and collecting tools to collect data. These are all essential elements of the ITSM process, so they are already built in E-GENE platform. You can configure desired services by combining various modules like block coding. 

      

[Figure 2] STEG Module Configuration

Additionally, various cooperation features are required in process operation perspective. The features include multi-file uploading, comments, web drive, notification, etc. Since they are already built in the solution and are ready to be used, the usability and satisfaction level are very high. 

      

[Figure 3] STEG Cooperation App

Ultimately, leveraging ITSM's operational service quality and proven capabilities can ensure quality and reduce costs, improve operational efficiency, and eliminate low-efficiency tasks. This would free up the foundation for high-value-added work. Let me introduce a few recent examples developed in ESM perspective.

     

1. Green Cross

Green Cross is expanding its scope beyond ITSM to include supplier relationship management, and is continuously expanding its scope of work.

    

[Figure 4] Green Cross ESM/SCM

Through supplier relationship management, Green Cross has unified internal purchasing request processes across affiliates and established a transparent management system. This has improved reliability and streamlined processes, resulting in faster work processes. Furthermore, the company is continuously improving its service quality to enhance job satisfaction.

     

2. COSMAX

While there was need for support systems beyond ITSM, such as legal systems, was evident, rather than building and operating individual services, the company expanded the scope of ITSM to ESM, consolidating disparate services through a single SPOC (Single Point Of Contract) and coninuously expanding tis scope of work.

     

[Figure 5] COSMAX Legal Management

By implementing internal legal processes, such as litigation and dispute resolution, into the system, COSMAX has reduced internal confusion and clarified work processes. Furthermore, by integrating previously separate services, COSMAX has expanded its IT services and reduced operating costs.

     

3. Daiichi Sankyo

After implementing ITSM process, Daiichi Sankyo leveraged the solution's flexibility and scalability to expand its scope of work. By restructuring time-consuming and unclear manual tasks such as expense processing, employee benefits, and office space into clear processes, the company aims to improve work efficiency and employee satisfaction.

   

[Figure 6] Daiichi Sankyo ESM

As demonstrated by the implementation cases of the above clients, expanding ESM services requires a variety of modules that facilitate the implementation of necessary processes and functions, along with reliability. In this regard, E-GENE ITSM solution, based on LCNC platform, offers a wealth of case-based experience and reliability, enabling even ordinary citizen developers to create necessary workflows and services with minimal training. Furthermore, the short learning curve is a key strength, and various support channels are available, including monthly boot camps for solution training and online service desk. Going forward, we anticipate that more clients will leverage our LCNC platform to create new ESM processes, continuously enhancing the convenience of their work processes.

Park Jeong-woo, SP (R&D Solution Professional) Team Manager, STEG Inc.