The 5 Big Strategic ITSM Challenges for 2015 - CHALLENGE #4: Enterprise Service Management
by Dr Nigel Martin, on 13-Oct-2017 15:59:00
Enterprise Service Management will be one of the 5 big strategic ITSM challenges for 2015.
IT isn’t the only service provider to the business. HR, Facilities Management, Procurement, Administration, Legal and other departments all provide business-facing services and support on a daily basis. However, few non-IT departments have a service-oriented perspective on what they do for the internal business community, and many lack even basic queue management and process workflows to support efficient and prioritized execution.
Enterprise Service Management (ESM) is the application of service management models, tools and practices to other non-IT service domains within the business – with the objective of achieving higher productivity in those areas. By adapting tried-and-tested support methodologies you can help the rest of the business gain control over the flow and execution of internal processes, streamline internal service delivery and divert more resources to strategic improvement and transformation projects that will drive the business forward.
Your staff are consumers of a set of multiple internal enterprise services. The services they individually “consume” will differ between individuals in the end user community depending on the objectives of their specific role, but many are common across the company (e.g. HR, Facilities and Finance). The key point is that the IT end user community is the same as the HR end user community and the Facilities Management end user community (and so on). So why not rationalize multiple help desks, web portals and email boxes into one cohesive Enterprise Service Management system that makes it easy for end users to access service – whichever service department it comes from?
At a high level, the people in your organization all want the same thing:
- To get support and information from other departments easily.
- To know when that support or information will arrive.
- To be able to escalate requests to ensure they can meet their own deadlines.
- To be able to manage and execute requests from other areas of the business efficiently and effectively so that they’re not tied up all day with “other people’s work”.
Managers and executives require:
- Accurate real-time reporting providing operational transparency (“What’s going on?”).
- Information to enable strategic focus to provide change and leverage resources (insight and decision support).
- A system of management to create efficiency across the business (eliminating waste).
- Ability to develop and implement innovation and new initiatives (by releasing bandwidth from day-to-day activity).
So how can you facilitate this for people across your organization? Clearly, any such strategic transformation needs to be considered at enterprise-level. Enterprise Service Management is a company-wide strategy for streamlining internal business processes. When every department in your company participates in the construction of an ESM portal it creates reciprocal value. Stakeholders in one department benefit from greater efficiency in another.
Having a single portal for interaction with other departments can significantly reduce wastage and drive up business productivity for the end user community. They no longer have to deal with multiple departmental interfaces. They get one web portal URL, one help desk number and one email box, so they always know where to go for help – no matter who ultimately provides that support.
The application of what IT knows to other areas of the business will drive a step-up in productivity across the board. Fundamentally, ESM enables a shift in focus from reactive firefighting to proactive strategic development, by minimizing the time and effort spent serving day-to-day “utility” functions. As a result, all service domains within the business can optimize the value they deliver.
Enterprise Service Management is an opportunity for IT to lift up all of the service domains across the business – with a knock-on effect on cost, agility, productivity and profitability. The application of service management practices (commonly used within IT) to other business functions is a route out of this operational rut – using tried-and-tested best practice frameworks like the Information Technology Infrastructure Library (ITIL®) to streamline day-to-day operations and release more resources for improvement.
Enterprise Service Management represents a clear strategic vision of how IT can add measurable value across the whole of the business. By building a more efficient internal business model, ESM delivers in three key areas: cost reduction, increased efficiency and quality, and higher end user satisfaction – translating into improved support for the core business processes that generate revenue. As a result, the perception of IT improves.
For an in-depth look at Enterprise Service Management and how to make it work, read the whitepaper: Enterprise Service Management: Building a service oriented enterprise
Find out more in the full briefing paper: The Big 5 Strategic ITSM Challenges in 2015.