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Breakthrough Enterprise Service Management
Accelerate value through service delivery management
Breakthrough.ESM is a turnkey managed service solution delivering enterprise service, operations, and business management capabilities. By combining this innovation with Deloitte’s industry-leading practices, organizations can unlock value for shareholders, customers, talent, and users in as little as 4-6 weeks.
Empower your organization with streamlined IT and HR operations
Designed as a comprehensive, cloud-based IT solution, Breakthrough.ESM aligns your operations with business objectives to enhance your understanding of customers and empower your organization to operate with virtually unparalleled agility starting on Day 1. Additionally, Deloitte’s Breakthrough.ESM solution:
- Helps replace or fill gaps in current, disconnected technology architectures
- Removes the reliance on slow, outdated, and manually delivered services
- Leverages existing expertise without the complexity of building from scratch
Measurable impacts, limitless potential
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100%
30%
cost reduction in IT tools/ licensing
4 out of 5
4-6 weeks
to complete implementation and onboarding
Update
25%
reduction in total major incident outages and downtime
365 to 5
4-6X
faster IT maturity than a dedicated instance
Key managed service capabilities and pre-configurations
Deloitte’s turnkey Breakthrough.ESM solution helps ensure a rapid rate of adoption and maturity by pre-configuring ServiceNow’s ESM solution with a variety of leading features, including:
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IT Service Management (ITSM)
Deliver IT services that enhance productivity, simplify IT experiences, and quickly resolve issues through Incident Management, Problem Management, and Change Management capabilities.
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IT Operations Management (ITOM)
Gain visibility into both on-premise and cloud environments, streamline application impact on business services, and secure implementation through capabilities such as Discovery, Configuration Management, and Event Management.
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Strategic Portfolio Management (SPM)
Drive business outcomes by planning, delivering, and tracking value across methodologies and structures. Capabilities include Strategic Planning, Demand Management, Agile Development, and Project Portfolio Management.
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Self Service
Empower users with self-service for faster problem resolution, reducing strain on support teams. Capabilities are Request Management, Knowledge Management, and a persona-based Employee Service Portal.
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AI-powered Service Desk Chat
Enables agents to interact directly with requesters using chat, starting with virtual chat, an autonomous chat powered by artificial intelligence (AI), or a live agent upon request.
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Advanced analytics and reporting
Delivers quick, easy access to “go live” and leading practice reports and dashboards to monitor key performance indicators (KPIs) and system adoption from Day 1 launch.
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Vendor/MSP SLA Management
Track MSP/vendor performance with SLA configurations and historical dashboards to identify breaches, automate contract governance, and ensure SLA reporting transparency.
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Experience enhanced support and services
As a truly managed service, Breakthrough.ESM includes enhanced support and services that help clearly define roles, expectations, goals, and outcomes once implementation begins and carries through deployment and beyond. Additional ESM solution benefits include:
- Ongoing platform support for all levels of IT support teams
- Proactive monitoring
- 50 hours of enhancements each month
- Annual platform upgrades
- Vendor coordination
- Included ServiceNow licensing
Deepen your knowledge of ESM solutions and beyond
Browse a variety of additional resources to get an even more comprehensive understanding of the value of enterprise management services from Deloitte and ServiceNow.
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