Now that more businesses are starting to recognise the pan-enterprise opportunities of ITSM, the industry is calling it “enterprise service management”, or “ESM”, for short.
ITSM principles and practices are being applied company-wide, with the purpose of improving efficiency, productivity and service performance. What we’re witnessing now, are other departments within organisations, using service management tools and tactics, traditionally owned by IT.
And who can blame them!
- Improved efficiency, accuracy and productivity
Automating processes and organising service assets, means that service teams are able to deal with requests without getting bogged down by admin. Less cluttered inboxes and zero scope for error = free time for teams to focus on more customer-oriented tasks.
- Less waste
ESM platforms help service teams take a more outcome-focused approach by mapping and defining processes, so they can understand how much value those processes are adding. By knowing exactly what is needed, redundant activities and surpluses can be eliminated.
- More visibility and control
With a 360° view of every customer, asset, ticket and interaction, service teams can measure KPIs with ease.
- Higher customer/end-user satisfaction
Teams are able to respond to requests at a faster rate, enabling them to identify problem areas, and provide more satisfying resolutions for internal and external end-users sooner. Meanwhile, self-service portals enhance transparency for end-users and provide a single point of contact for requests. This helps them find and engage with the services and resources they need, with minimal effort.
All these departments; who’ll benefit?
Drum roll please…
An ESM tool can help manage requests for service or information from employees, users or customers via emails.
However, companies need to decide who would see the most value, so that they know who to prioritise when rolling out an ESM solution. Interconnectivity must also be considered in the decision making process. For example, a HR ticket for a New Starter, may itself generate a request for IT to provision the New Starter a laptop and Active Directory account.
Challenges around using ITSM tools for ESM
The problem is that most ITSM solutions, are not designed with other departments in mind and therefore, include numerous functions and processes they won’t use. In fact, most ITSM solutions include functions and processes not even used by IT teams.
Service Desk tools habitually incorporate most, if not all, of the ITIL processes, including capacity management, event management and IT service continuity management. Many of these add minimal practical value to IT departments, and are completely irrelevant beyond them. They can also be very complex and resource-hungry to set up and run, and can lead service teams to become confused about the nature and purpose of their role. In turn, this can lead to failure of use of the Service Desk, in the most optimal manner. These problems underpin the desire for systems and tools, that are simple and easy to use and serve the right outcomes. Service teams have enough on their plate, providing resolutions to scores of problems and questions on a daily basis. The last thing they need is an over complicated solution, that isn’t working for the department in the way it should, or delivering the outcomes that the department is seeking to achieve.