Stephen Mann

Enterprise service management is finally a

business reality

Coverage

•  What enterprise service management is

•  The drivers for, and benefits of, enterprise service management

•  Where enterprise service management adoption is and is going

•  How ITSM best practice and technology can be reimagined and leveraged to support other business functions

•  Practical tips on how to succeed with enterprise service management

•  Key takeaways and Q&A

Enterprise service management

is nothing new

The use of ITSM principles and capabilities in other

business areas to improve performance and service

Enterprise service management

is common sense

Each business function mirrors the corporate IT organization in terms of dealing with “customer” requests for:

•  Help •  Information •  Services •  Changes to existing services

They also provide services to internal or external customers

Service management in

other business functions

Enterprise service management

is a hot ITSM trend

A late-2014 HDI survey reported that 51% of respondents are either already doing or are planning to adopt ITSM principles outside of IT. More recently, a 2015 SDI survey reported that 55% of respondents are planning for “shared service management,” i.e. enterprise service management.

The drivers for enterprise service

management

1.  Consumerization 2.  Business function demand 3.  Better ITSM solutions 4.  Increased vendor marketing

The perfect storm for enterprise service

management

The benefits of enterprise service management

•  Better service and customer experience •  Improved efficiency and reduced operational costs •  Self-service efficiencies and workload reductions •  A better ROI on the corporate ITSM solution

investment •  Improved effectiveness •  Improved visibility into operations and performance

The benefits of enterprise service management

•  Increased control and governance •  The opportunity for improvement •  Improved access and communication channels, plus

more effective communication •  Improved accountability •  Better understanding of what services are needed and

provided •  Standardization

The who, when, and where of

enterprise service management

Reasons for the changes in support centers

Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

The application of ITSM principles outside of IT

Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

Non-IT areas in which service management principles are being applied

Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

How individual ITSM capabilities can help other business functions

•  Incident management •  Service request fulfilment •  Change management •  Problem management •  Self-service •  Knowledge management •  Service catalog management •  Service level management •  Asset management •  Chat

ITSM processes being applied to non-IT areas

Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

But it’s not just process adoption

• Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement

22

How specific business functions can benefit HR

23

How specific business functions can benefit Facilities

24

How specific organizations can benefit Educational Institutions

How to improve your chances

of ESM success

26Don’t treat enterprise service management as an IT project

27

Allow for the differences

28Don’t try to help other corporate service providers before helping yourself

29

Don’t assume that enterprise service management will sell itself – justify it in business terms

30

Think long and hard about how to deliver the enterprise service management project

Key takeaways

1. Understand that enterprise service management is about more than sharing an ITSM tool

2. Ensure that the available benefits are sold and aimed for - don’t “do” enterprise service management as “a good thing to do”

3. Get your house in order first

4. Create business function solutions not IT’s solution for business functions - remember to appreciate the differences

5. Sell your successes, communicating what one business function has achieved to others to main interest, excitement, and momentum

Service management through a customer service lens

A fresh approach to ITSM, enabling IT organizations of all sizes to provide exceptional IT service delivery and support

How Swinerton Builders use ESM?

Who else use Freshservice for ESM?

www.freshservice.com

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