Enterprise Service Management
It’s no secret that everyone works better when they’re on the same page. And the same goes for your tech.
These clever businesses have achieved more by partnering with Fusion5
Operating with IT islands and silos can be costly, not to mention frustrating. Your core IT initiatives — Cyber Security, Asset, Endpoint and Service Management should not exist in a vacuum.
That’s where Unified IT comes in.
Our team of experts, supported by world-leading solutions, can help strategically shape your organisation's IT environment into an interconnected ecosystem, that maximises value, and provides a foundation for competitive advantage.
Service Management and Endpoint Management are the foundation to providing secure, effective, and efficient Enterprise Service Management. Unifying these interdependent functions not only maximises the value of your investments, but creates both a stable and secure IT foundation on which your business can grow and evolve.
Fusion5's Unified IT experts combine deep knowledge with class-leading solutions from ServiceNow, Microsoft, Ivanti, Xurrent, and MobileIron, to name just a few, to empower IT Managers and their teams in providing the greatest level of value to their business. While making the job of providing that value simpler, easier to to achieve, and more cost-effective to deliver.
We also provide advisory services on the Cyber Resilience Framework and Australian Cyber Security Centre Controls (Essential 8), as well as solutions for your asset, endpoint, and service management needs, we can help unify your organisation's foundational IT investments for optimal performance, while reducing administrative burden and costs.
Automate routine tasks to allow teams to focus on strategic initiatives.
Consolidate systems to reduce expenses and enhance efficiency.
Integrate platforms for seamless communication and faster service delivery.
Leverage AI tools to streamline workflows and reduce manual efforts.
Enhance protection with comprehensive cybersecurity solutions.
Unify IT management for improved oversight and decision-making.
Without a Unified IT approach, your IT department is unlikely to improve its responsiveness. It will struggle to yield high customer satisfaction or operate efficiently and effectively consistently. They'll in effect remain a reactive cost centre — fighting fires within your organisation. With a Unified IT approach, they become strategic and innovative and enable the rest of the business to be agile and remain competitive. Without costing the earth.
Our framework brings Enterprise Service Management (ESM) and Endpoint Management (EM) together on the one platform. It wraps real-time machine learning, discovery, natural language search and virtual assistants into a single pane of glass for you.
ESM allows you to onboard as many departments in your organisation as you like onto one easy-to-use and maintain solution. So, all of a sudden, it's not just the IT department that shines.
EM adds contextual security to all your modern devices (Windows and non-Windows), automates patching to meet legislative mandates, and maximises the lifespan of your IT assets. Your workforce stays productive and protected and the cost to the business fully managed.
With our Unified IT approach, there’s no need to rip and replace all your tools or sources of asset data.
We can aggregate your existing data, reconcile it and provide valuable insights into what's already there. Our discovery platform layer becomes your single source of truth, and its machine learning and assistants provide you with useful recommendations. By deploying IoT sensors, you can provide a valuable and secure real-time element to help you manage your assets. And the sensors will proactively pick up problems before users even notice.
With Unified Endpoint Management and Security Controls, you gain powerful, multi-layered protection. Automated patch management prevents malware from running or spreading, and with remote control enabled, infected systems are isolated and remediated. These are fundamental capabilities in the modern age of contextual cybersecurity in a work-from-anywhere model.
Ivanti exposed us to technologies we hadn’t been aware of, so we took the opportunity to improve our process even further. It generated very real business benefits for us...
Warwick Trevithick, Customer Service and Administration Manager, Zeiss Australasia
You can't manage what you can't see — and that applies to both users and assets.
If IT lacks visibility, you're fighting fires. Without a full view of your assets and risks, you can't resolve issues quickly, which negatively affects cost and reliability. Ivanti's comprehensive IT asset management suite caters for all your organisation's audit and compliance needs, and a real-time view of your assets and their health at all times.
With Ivanti Cloud and its range of connectors, you can see all devices and the software running on them. You can see when your software was last used and for how long.
Machine learning and smart advisors help you identify reclamation opportunities, software upgrades and warranty expires. You can see your entire fleet of assets in real-time, and ask questions in everyday English about health, security and inventory. The era of waiting days for data to synchronise or reports compiled just so you can make informed decisions are over!
License Optimiser takes your vendor and contract management to the next level. With in-built 'what-if' analysis tools, you can better plan your IT budgets and datacentre costs. For example, 'what-if' you convert five Oracle enterprise edition databases to SQL Server Standard edition? License Optimiser will compute your savings in milliseconds.
Ivanti Asset Manager helps you manage your asset life cycles and maintain a single source of truth system of record from procurement to disposal. You can track vendor performance and rank them in your system of record to ensure you have all the data you need for contract renewal or re-negotiation time. All defects, SLA information, and logged changes for assets under contract are all in the one place.
Great news! The tools and technology needed to support users have been transformed.
Now, you can support your users by yourself. Automation, machine learning and virtual assistants ensure your employees and users get a premium in-house service that you control. Unified IT simplifies technology and uncomplicates the traditional methods that have been in circulation for decades. And you need fewer ICT support staff.
“We barely had to tweak anything at all to immediately start getting a return on the investment. The only thing we had to attend to was the way that escalation process was configured. Fusion5 customised this for us which changed the interface slightly on a few different forms enabling us to see the information we wanted.”
Trichelle Jordan, Applications & Business Improvement Manager, Adairs
What is Unified IT, and what does it do?
Unified IT is the long-awaited answer to the digital transformation of IT operations.
Unified IT connects all the IT dots. From IT Asset Management (ITAM), IT Service Management (ITSM) and IT Operations Management (ITOM), as well as providing Cyber Security solutions and protocols.
What is Unified Endpoint Management, and what does it do?
Unified Endpoint Management is an emerging concept that recommends the consolidation of agent-based client management tools.
Historically, every hardware vendor distributes its own device management software at almost zero cost or bundles it with other offerings to gain market share. This practice has left a raft of organisations with a legacy of inefficiency as they try to support and maintain multiple tools. UEM offers the ability to have a single platform to support Linux, MAC, IoT, Windows and Solaris using a just one purpose-designed tool.
What is Enterprise Service Management, and what does it do?
Enterprise Service Management describes the application of the highly efficient processes and methodologies used for IT Service Management (ITSM) or ITIL to other departments including HR, facilities, and finance.
Which departments will benefit from Enterprise Service Management?
Any department that delivers a service to customers or employees will benefit — think Human Resources, Case Management, Facilities, Fleet, Project Management and even some aspects of Accounting or Finance.
When should you consider an Enterprise Service Management solution?
The ideal time to consider ESM is leading up to any IT self-service modernisation initiative or project.
What is the difference between IT Service Management (ITSM) & Enterprise Service Management?
ITSM is mainly used by IT teams and departments. ESM is when other departments such as HR, payroll, marketing, and facilities share the same employee self-service platform used to deal with IT issues and requests for non-IT related problems and requests. When fully implemented, ITSM is a piece of the more extensive ESM solution (it is, however, a very large, foundational part!)
What's the role of the IT department in rolling out Enterprise Service Management?
Your IT team are experienced in implementing and managing robust ITSM solutions — it's what they do. So, naturally, they're perfectly positioned to help you adopt an enterprise service model and implement your ESM software. When you adopt ESM, you enable your enterprise IT resources to apply their knowledge and skills to add more value to the business, rather than remain caretakers and administrators of outsourced solutions.
