enterprise service management is finally a business reality
TRANSCRIPT
Stephen Mann
Enterprise service management is finally a
business reality
Coverage
• What enterprise service management is
• The drivers for, and benefits of, enterprise service management
• Where enterprise service management adoption is and is going
• How ITSM best practice and technology can be reimagined and leveraged to support other business functions
• Practical tips on how to succeed with enterprise service management
• Key takeaways and Q&A
Enterprise service management
is nothing new
The use of ITSM principles and capabilities in other
business areas to improve performance and service
Enterprise service management
is common sense
Each business function mirrors the corporate IT organization in terms of dealing with “customer” requests for:
• Help • Information • Services • Changes to existing services
They also provide services to internal or external customers
Service management in
other business functions
Enterprise service management
is a hot ITSM trend
A late-2014 HDI survey reported that 51% of respondents are either already doing or are planning to adopt ITSM principles outside of IT. More recently, a 2015 SDI survey reported that 55% of respondents are planning for “shared service management,” i.e. enterprise service management.
The drivers for enterprise service
management
1. Consumerization 2. Business function demand 3. Better ITSM solutions 4. Increased vendor marketing
The perfect storm for enterprise service
management
The benefits of enterprise service management
• Better service and customer experience • Improved efficiency and reduced operational costs • Self-service efficiencies and workload reductions • A better ROI on the corporate ITSM solution
investment • Improved effectiveness • Improved visibility into operations and performance
The benefits of enterprise service management
• Increased control and governance • The opportunity for improvement • Improved access and communication channels, plus
more effective communication • Improved accountability • Better understanding of what services are needed and
provided • Standardization
The who, when, and where of
enterprise service management
Reasons for the changes in support centers
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)
The application of ITSM principles outside of IT
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)
Non-IT areas in which service management principles are being applied
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)
How individual ITSM capabilities can help other business functions
• Incident management • Service request fulfilment • Change management • Problem management • Self-service • Knowledge management • Service catalog management • Service level management • Asset management • Chat
ITSM processes being applied to non-IT areas
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)
But it’s not just process adoption
• Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement
22
How specific business functions can benefit HR
23
How specific business functions can benefit Facilities
24
How specific organizations can benefit Educational Institutions
How to improve your chances
of ESM success
26Don’t treat enterprise service management as an IT project
27
Allow for the differences
28Don’t try to help other corporate service providers before helping yourself
29
Don’t assume that enterprise service management will sell itself – justify it in business terms
30
Think long and hard about how to deliver the enterprise service management project
Key takeaways
1. Understand that enterprise service management is about more than sharing an ITSM tool
2. Ensure that the available benefits are sold and aimed for - don’t “do” enterprise service management as “a good thing to do”
3. Get your house in order first
4. Create business function solutions not IT’s solution for business functions - remember to appreciate the differences
5. Sell your successes, communicating what one business function has achieved to others to main interest, excitement, and momentum
Service management through a customer service lens
A fresh approach to ITSM, enabling IT organizations of all sizes to provide exceptional IT service delivery and support
How Swinerton Builders use ESM?
Who else use Freshservice for ESM?
www.freshservice.com
A Product