If you are a TeamDynamix client or simply searching online for software to manage IT services and service delivery, you have certainly seen the term “IT service management,” often referred to by the acronym “ITSM.” In short, ITSM is the collection of actions and policies designed to plan, execute, and manage all the IT services available to stakeholders.
ITSM methodologies often have been inherently confined to IT, but a shift is occurring. In an increasing number of organizations, departments outside of IT are adopting long established service management practices to run their operations more efficiently. It is also becoming more common for companies to roll out service management throughout all departments and teams. This strategy of applying service management principles departments outside of IT or throughout the organization is, in essence, the definition of enterprise service management (ESM).
From a fundamental standpoint, ESM makes perfect sense. After all, in an organizational setting, IT is rarely the only group that offers services. Take the facilities department as an example. If a shorted electrical outlet needs to be replaced or HVAC issues arise, facility personnel must be alerted to take action. No doubt, many institutions still rely on emails, phone calls, or simply stopping and chatting in the hallway to communicate such things. These approaches can provide a certain degree of effectiveness in handling service requests. But let’s consider what is missing from that type of scenario – one where formalized service management processes are not in place.
- Accountability: Who is responsible for what? Are requests being completed on time? Without proper assignment and tracking processes, answers to these questions get very blurry.
- Visibility: Staff members seem busy and appear to be meeting responsibilities. But it is challenging and time-intensive to stop and precisely identify what is complete and what is still outstanding or even past due.
- Clarity: Decision-making and promises are likely going to be dictated by a hunch unless there is a big picture view of where and when resources are allocated. This can lead to over-committing and ultimately disappointing stakeholders.
- Paths Toward Improvement: The status quo stands a high chance of going on unchanged when there is not a clear view into what is working versus what is not. It often takes highly visible process breakdowns to identify areas of improvement, leading to a perpetually reactive environment.
ESM fills in the gaps by addressing these areas, leading to higher efficiency, lower operational costs, improved service levels, and increased satisfaction. Additionally, ESM provides a platform for users to search for information and resolve issues on their own. Each time an employee gets an answer or fixes something through self-service that is one less request for service personnel to fulfill.
Could your organization benefit from an organization-wide approach to service management?