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How to Get Buy-in for Enterprise Service Management

In an organization, IT is rarely the only group that offers services – whether to employees or customers. But not every group has an organized system for service requests.

Managing Requests

Many groups or departments, outside of IT, may rely on emails, phone calls or merely stopping and chatting in the hallway as a way of communicating these requests – requests like:

  • Request a name change from HR
  • Request creative assistance from Marketing
  • Request catering for a meeting
  • Request help from facilities for a broken lightbulb
  • The list goes on!

Work Better Together

And while this may get the job done, you should consider what can be lost when a formal service management process isn’t 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 - Lack of clarity can lead to over-committing and, ultimately, disappointing stakeholders.
  • Paths Toward Improvement - The status quo stands a high chance of going unchanged when there is not a clear view of 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.

The goal of a good ESM platform is to be easy to use, easy to own and easy to operate.

Shared Knowledge

Another key area to focus on is the knowledge base – having a central repository of all company information, departmental information, forms and other reference documents can save considerable time.  Rather than answering the same question over & over again, teams can point to these articles.

Enterprise Service Management (ESM) fills in the gaps by addressing these areas, leading to higher efficiency, lower operational costs, improved service levels and increased satisfaction.

For Successful Adoption, ESM Needs to Be Easy to Use

To successfully implement an ESM platform throughout an organization, you need to think through use cases for each department and not assume everyone uses the same language and processes. To be successful, each group needs a purpose-built solution. Simply taking an ITSM platform and trying to duplicate it in each group will not work. Each department needs to be able to ideate and create their own service solution WITHOUT dependency on IT. For this, you likely need a platform that is codeless.

If marketing wants to add a new service to the catalog, or a new request type, or wants to create new content in the knowledge base – they should be able to do so without using IT resources. The goal of a good ESM platform is to be easy to use, easy to own and easy to operate.

Good ESM platforms provide:

  • Ease of use – Each department can manage their own service requests, content and workflows without the help of IT resources.
  • Dashboards – A specific view for each user type is helpful. If you are managing events and projects, you need to have a specific view of that versus someone managing work orders for facilities, or onboarding requests in HR.

In short, ESM gives companies the tools and mechanisms they need to ensure they’re solving customer problems efficiently and productively.

Don’t Shy Away from Incentives for ESM Use

When Florida Atlantic University CIO Mehran Basiratmand expanded service management across the FAU campus, he worked hard to create a positive culture around the move. His campus has 15 IT departments outside of the central IT and around 75 employees using the platform, “As you can imagine, it is daunting to get anything done at the institutional level,” he said.

So when the decision was made to scale their ITSM into ESM he needed to establish a culture that embraced using a single tool to enhance technology - bringing project management together with the service management.

To do this Basiratmand and his department agreed to cover all costs associated with the platform for all groups using it across campus, “We have had so much success, now we see groups asking us, ‘can we set this up for asset management or for tracking student success?’ So now, it is going beyond where we had originally intended.”

You can hear more from Basiratmand in the video below.


Want to learn more about Enterprise Service Management? Check out our on-demand webinar – Service Across the Enterprise: Gaining Buy-In for an Enterprise Roll-Out

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