It is a fancy term for working better together – that’s all. In any organization, there are many moving parts – all of which need to fit together and many of which are disjointed. Getting help in this environment can be daunting. For example, what if you need to change your name, request a parking permit, ask for a new monitor, or tell someone that all the lights in your office are blinking on and off every time you sit down?
To envision what enterprise service management may do for your organization, first close your eyes and imagine a central hub – like an Intranet. You go there and there are big buttons for things you may want to request – like “Request IT Service” or “Request a Parking Permit.” There could even be a library of information, so that you can read about how to potentially purchase your own monitor and chargeback, or you can read about how to fix your blinking voicemail light. This central hub is your company’s core brain – it’s a library or knowledge base of critical information with embedded “HELP ME” buttons that will automatically route your service request to the right place.
Human Resources often serves as a great use case example because literally everyone in the company relies on HR for both information and service delivery. Services could be a request to change a name, to add a dependent, to change an address or even to report a compliance issue. If you were to go to the hub and enter the HR hub area, there could be a combination of indexed articles that will inform, as well as hot buttons. On the other end, HR can easily configure the hot buttons to route information or even trigger workflow actions.
Another example of how this could be leveraged is within marketing. Often sales or other groups will have requests from marketing – maybe they want the logo file – well that is easy enough, it could be embedded in an article in the library and anyone can download it. It could also be a request for creative support – maybe to create a postcard, or a sign. For this, there could be a “CREATIVE SUPPORT” button and from here the form would ask critical information related to the creative request.
For years organizations tried to take IT Service Management (ITSM) platforms and turn them into enterprise service platforms and the biggest pushback would come from the various departments – mostly around the fact that they felt that a square IT solution was getting forced into round hole. Since then, much has been learned and the platforms have extended and expanded.
Here are some key elements to keep in mind:
Enterprise Service Management needs to be easy and sustainable to take off. Once it does, it will offer your internal and external customers the nirvana of going to “one place to get everything I need.”
IT departments in all sectors are under a lot of pressure to use resources more efficiently, and that’s especially true now as many businesses and
In the last decade, organizations have found themselves needing to evolve to meet the needs of a growing, fast-paced technology driven customer base. For larger