IT, other facilities, and human resources (HR) all have processes that overlap and benefit from having a single tool to manage all three. Despite this overlap, things can still become complicated. In a post for All Things ITSM, Nancy Van Elsacker further elaborates on this shared service management and how to improve it.
Service under One Umbrella
In order for shared service management to truly be effective, there is a four-phase program to be followed. The first phase (Phase 0) is the beginning point in which nothing is shared between the departments. Normally, the first sharing begins with the allocation of software. The second phase (Phase 1) begins with the departments running as similarly as possible. The same software is utilized as well as a shared service environment. The third phase (Phase 2) sees the utilization of a shared service desk. This allows for the end-user to turn to one service desk with any problem they may be facing regarding the three departments. The final phase (Phase 3) is where shared processes take flight. The procedures are finally coordinated and the only thing not integrated is sensitive HR files.
Shared service management can be a great thing, but getting there can cause changes in information management, system settings, roles, and filters. Since all of the departments will be using the same basic data, that data needs to be agreed upon from the beginning in order to avoid conflict.
A discussion should be held about the important issues before anything is implemented:
- Supporting files
- News items
- Functional settings
- Drop-down lists
- Audit trails
- Optional object cards
- Special events in the context menu
A user will not necessarily have to see all information at once, and screening of the unnecessary information will improve their experience. Screening also helps to make service management’s job clearer. Assigning roles likewise can help make jobs clearer because they will limit the amount of responsibility given to each operator. The use of filters may prove helpful because it will allow for departments to share, without giving all of their information away.
You can read the original post here: http://allthingsitsm.com/shared-service-management/