Enterprise Service Management - The Service Domain Perspective
by Dr Nigel Martin, on 04-Oct-2017 16:40:00
A service domain is any business department or team that provides internal services to other departments, teams, or individuals within the same business. So what does ESM look like from the perspective of a business function which provides internal services?
For each service domain, Enterprise Service Management comes in two parts:
- Managing demand more efficiently by presenting a catalog of services to the business - and a means to request and track them. This takes a significant administrative strain off the department by pushing phone traffic to the web ESM portal. Now the people in the department can focus on executing requests instead of logging them. However, it must be remembered that an enterprise service portal does not exist purely for the convenience of the service provider. It must work well for the end user as well. Accessibility and usability are critical. People seek the line of least resistance, so if your ESM portal is clunky and difficult to use, people will still pick up the phone or send you an email.
- Streamlining service delivery by establishing clear execution processes and automating the flow. Although solid process management is already embedded in the ethos of IT operations, many other business functions still operate on a haphazard basis. They are neither service nor process oriented. Requests coming from other areas of the business come in via telephone or email and the quality of response is largely reliant on the individual that receives the request. Often, these requests will fall into a “black hole” and the requester will spend time chasing them. From the end user perspective, the service is not good. In order to improve quality of services provided, the first step is to define services, outcomes and supporting processes. After this, processes can be modelled, automated and “hooked” up to the service catalog to connect the two parts – the request and the execution.
You can read more about Enterprise Service Management in this whitepaper: