4 Ways to Introduce Enterprise Service Management to Your Organization
Posted by on January 22, 2017
Editor's note: We're starting off the year with a series on 2017 goals for IT leaders. In this post, discover the strategies you can use to spread the core concepts of service management to departments outside of IT. Catch up with all the entries in the series:
- 3 Must-Follow ITSM New Year's Resolutions That Will Move the Business Forward
- 4 Resolutions IT Asset Managers Need to Keep in 2017
For years we have held fast to the belief that our users weren't ready for an Enterprise Self-Service Portal. And even as recently as five years ago, that might have still been true. Now, though, our employees are a mix of Baby Boomers, Gen Xers, and Millennials, and along with valuable skills, these employees all have one thing in common: Frequent usage of a smartphone, which serves as the Enterprise Service Portal of their personal lives. Employees tweet, post, like, text, call, buy, search, reserve, photograph, review, bank, and much more every day through a single device interface.
Tweet this: How to introduce the concept of Enterprise Service Management to your IT organization in 2017
Our previous decisions to reject portals in favor of dedicated inboxes organized by department no longer make sense. We've buried our productivity in a mountain of email. We don’t provide end users with easy access to status updates, but grow frustrated with repeated calls from impatient users. We restrict access of knowledge articles to internal IT and then wonder why we work the same issue for the same person three times in one month.
How—or, more importantly, why—have we missed this opportunity to enable our end users to help themselves at work, and in the process, streamline the services we deliver and improve the level of quality?
By applying the core concepts of service management to departments outside of IT, we can vastly improve productivity. A well-designed Enterprise Service Management portal presents a single view into all of the services offered by an organization, helping route requests faster, leverage automation and orchestration tools, and markedly improve service levels and customer satisfaction.
In 2017, make it your resolution to leverage your ITSM solution as an Enterprise Service Management platform to build a bridge between IT and other business units. By the end of the year, workflow and efficiency will be improved, and customer satisfaction will be higher than ever before.
Tweet this: How to leverage the power of Enterprise Service Management to bridge the gap between ITSM and department applications
4 Ways to Implement Enterprise Service Management This Year
1. Eliminate email workflow. Identify a department that relies on email requests and struggles to provide services because they cannot keep up with the volume of emails. Offer to streamline and automate their process.
2. Eliminate paper-based workflows. Identify a department that uses paper forms to manage requests for services. Offer to digitize their process to provide real-time performance dashboards and reporting.
3. Bring on the portals. Deploy an Enterprise Services Portal or expand an IT Service Desk portal to incorporate the department requests related to our two goals above of replacing email and paper workflows for departments.
4. Develop an organization-wide service catalog. Take a fresh look at the catalog of services IT provides, and invite other departments to define a new service catalog that represents the whole business.
Our users are ready—even, eager—for these changes. Make 2017 the year you stop holding your end users back, and instead, provide them with helpful tools—and the opportunity to help themselves.
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