IT Governance

The Perfect Storm Driving Enterprise Service Management

Enterprise service management is not a new trend in ITSM, but it is making waves. It is finally becoming universally recognized, though a consistent definition has yet to be secured. In a post for, Stephen Mann explores what this entity is, as well as what is pushing it forward.

What exactly is enterprise service management? Mann describes it as the “use of ITSM principles and capabilities in other business areas to improve performance and service.” IT is not the only one that is providing services, support, and customer service; however, it still plays an important role in delivering them. Every other department performs functions very similar to those of IT when addressing the customer and handling requests.

Most IT organizations have an ITSM function that helps them manage activities. Unfortunately, other departments still resort to using old-school tools such as Post-it notes and spreadsheets. These types of actions work fine, but are neither the most effective nor super cost-efficient.

This customer-centric world is the driving force behind enterprise service management. Organizations continually need to be focused on exuding the best customer service qualities that they can. Because of the convenience and fast service that everyone is accustomed to, people wish to see this carried into their work life and be able to have the same amenities on the job. There are an additional three things that are pushing enterprise service management forward:

  1. The demand for the same capabilities in other corporate service providers
  2. ITSM solutions are more applicable to non-IT problems.
  3. An increase in ITSM tool vendor marketing

Operational efficiency greatly helps to improve service, but what is equally alluring is the draw of self-service. ITSM is no longer an IT-exclusive solution because of its additional capabilities. These solutions have become more flexible and accommodating and can be utilized throughout different departments. Vendors are meanwhile now marketing and selling their products more actively. Value has become the new selling point as opposed to the traditional marketing of functions.

You can read the original post here:

Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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