Laying the Foundation for Enterprise Service Management

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? 

Imagine a Central Service Hub

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 Use Case

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.

Once ESM is implemented you will be able to offer your internal and external customers the nirvana of going to one place for all their needs.

Marketing Use Case

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.

ITSM vs ESM

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:

  • IT still needs a true ITSM platform: For the IT group, you need a full blown ITSM platform that can support ITIL with change management, asset management, a service portal, knowledge base and much more. These boxes need to be checked before extending across the enterprise.
  • Easy and Fast to Spin Up New Applications: Gaining traction across the enterprise means that the platform needs to be easy to use, own and operate. What does this mean? To start, spinning up a new area for Marketing or HR for example cannot take highly technical resources – it should be easy to quickly spin up a new app.
  • No Coding / No Scripting: Configuration should be done via screens. Nobody in HR or Marketing wants to be heavily reliant on IT, nor does IT want to take on yet another project. So, the configuration of the new app needs to be something that can be done on the screen.
  • Click and Drag Portal Design: If you want to make a new form that is “Request Name Change” and add specific fields to this form, give it a nice name, hook it up to the central portal with a nice big orange button – these are all things that the HR team should be able to do themselves, without the need for IT support.

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.”

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