How to Overcome the Top IT Service Desk Struggles
The IT service desk plays a critical role in any organization, serving as the primary point of contact between customers/end users and the IT support
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As businesses grow, so does the complexity of managing their services. This is where Enterprise Service Management (ESM) comes in, offering a structured approach to managing IT services, facilities, human resources, finance and other departments within an organization. ESM is gaining popularity as it provides a unified approach to managing various services and departments within an organization.
In this blog, we will explore the latest trends in ESM, pitfalls to look out for and the best practices for implementing it within your organization.
Before we talk about best practices, it’s important to know the ESM landscape and current trends. Not only will this help you with your ESM strategy, but it can also help you to stay ahead of the curve. Here are some trends we’re seeing in ESM right now:
While implementing Enterprise Service Management can bring many benefits, there are some common pitfalls that organizations should be aware of. Here are some ESM pitfalls to look out for during implementation:
So now that you know the trends and pitfalls for ESM, it’s time to get started – but where do you start? Before you even go through a list of vendors and try to find the right ESM tool for your organization, you want to identify and document all of the services you’ll be incorporating into your ESM strategy. This will help you understand the scope of ESM and determine the services that need to be managed.
Next, you want to be sure you have established Service Level Agreements (SLAs). SLAs define the expectations and responsibilities of both the service provider and the customer. They help to ensure that the services are delivered as per the agreed terms. This step can be critical for the success of your ESM rollout.
With SLAs established, you’ll next want to consider implementing the ITIL Framework within your organization if you don’t already use it. The Information Technology Infrastructure Library (ITIL) framework provides a comprehensive approach to managing IT services. Implementing ITIL practices can help organizations standardize their processes, improve service quality and reduce costs.
Now it’s time to choose the right ESM tool. Choosing the right ESM platform for your business is crucial. Look for a no-code ESM platform that can automate processes, provide real-time insights and offer a seamless user experience.
With your ESM platform selected, you need to now define roles and responsibilities. This step is essential for effective Enterprise Service Management. It helps to ensure that everyone knows their role and responsibilities, reducing confusion and improving accountability across your organization.
With ESM launched, don’t forget about continuous Improvement. Continuous improvement is a crucial aspect of ESM. Organizations should regularly review their processes, identify areas of improvement and implement changes to ensure that the services are delivered efficiently.
Casino Arizona and Talking Stick Resort, have been using ESM for years and just recently switched to TeamDynamix ESM after outgrowing their previous ESM solution.
Independently owned and operated by the Salt River Pima-Maricopa Indian Community in Scottsdale, Arizona, these casino and resort properties employ about 3,500 people altogether. For more than a decade, they’ve benefited from having a “one-stop” service portal that employees could use to request everything from housekeeping services to clean a room before a special event, to the purchase and provisioning of new technology or a security badge for a visiting vendor.
However, the legacy ESM solution these properties were using had serious limitations. For instance, there wasn’t a way for employees to log into the system remotely from a smartphone or other mobile device to track or make service requests on the go. What’s more, making changes to the system’s configuration involved expensive updates to the software’s code.
“Our legacy platform didn’t have the flexibility to grow along with us as our needs evolved,” Program Manager, Adam Dunn, said.
In looking for a new ESM platform, Casino Arizona and Talking Stick Resort wanted the ability to configure the system easily and make changes flexibly and dynamically. “We looked at a number of systems,” Dunn said. “In TeamDynamix, we found the one that was most user-friendly.”
With its “low-code, no-code” design, TeamDynamix is highly configurable, allowing organizations to create personalized service categories (both simple and complex) and build customized workflows for managing multistep processes.
In addition, the platform’s enterprise Integration and automation capabilities allow IT staff to create customized integrations between TeamDynamix and other software programs using a simple, drag-and-drop flow builder. And because TeamDynamix is easy to use and configure, it lends itself nicely to ESM and can be easily adopted by departments outside of IT.
Phase one of the properties’ implementation of TeamDynamix has involved the IT and AV departments. Phase two includes housekeeping and security.
In housekeeping, for example, one of the areas the tool will be used to help with is resource capacity planning around events.
“We have an event space where we host a variety of different things,” Dunn said. “We’ll be using the tool to get out in front of these and schedule housekeeping for room cleanings before and after these events. All of these housekeeping requests can be scheduled and managed through a ticket. This allows our housekeeping department to see what events are upcoming that they need to plan for and staff appropriately. And if we have a performer coming into our nightclubs, a lot of times housekeeping is tasked with clearing space, so they can see when those requests come in and make sure the right resources are available.”
ESM is a structured approach to managing various services and departments within an organization. It offers several benefits such as increased efficiency, improved service quality and reduced costs. By following the best practices and keeping up to date on trends, organizations can successfully implement an ESM strategy and reap its benefits.
Want to learn more about how other businesses are using Enterprise Service Management? Read TeamDynamix’s most recent market study with InformationWeek: State of Enterprise Service Management.
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