Are you excited about enterprise service management? You should be because there’s no need to reinvent the wheel. Enterprise service management (ESM) has many of the same IT service management (ITSM) features you know and love. Does knowledge base, service catalog, and change management ring a bell?
IT has experience in putting those tools to use, ensuring the right processes, people and technology come together to achieve desired targets. In fact, you’ve probably encountered ITSM principles in practice. Think: your doctor’s office.
Most doctor’s offices have the ability for you to log in through a patient portal to see your visits, view and pay your bill, look at your test results, and communicate with your doctor. That’s an ITSM system with an integrated central portal! Let’s take a closer look at some of the ITSM features that have evolved for ESM.
Self Empowerment, the Knowledge Base Way
Let’s say you start a new job and want to set up your 401k. Perhaps you are looking for information on maternity or paternity leave. In the past, HR had the pleasure of being bombarded with such redundant requests, and wouldn’t send out timely responses due to being overwhelmed with the volume. IT knows this story well. In the early days, IT had a bad rap in customer experience. A large volume of support requests led to long resolution times. Customers don’t like to wait. But don’t worry, this story ends well.
Remember the Gopher, KB2 and KB3 (we’re really not that old… we swear)? IT utilized the historical success of knowledge bases and molded it for it’s use, giving us the IT knowledge base. Power to the people! IT documented answers to commonly asked questions, leading to reduced support requests and increasing customer satisfaction.
Where does ESM play in all of this? ESM spreads IT knowledge base power to all of a business’ organizations. HR can say so long to repetitive requests, and Payroll can concentrate on automation and innovation instead of helping people decode their paystub. Specific departments can utilize knowledge base systems to document questions around new employee onboarding, training, and development. Who doesn’t love finding their own answers? Self empowerment is a beautiful thing.
Say So Long to Hunting Down People For Approvals
It’s the dawn of the technology age and rapid development. IT has been on the front lines, at times running like mad, enabling their organizations to stay ahead of change. Innovations of today’s tech world, such as cloud computing, mobile devices, social media, and big data, have brought acceleration in areas like software release cycles and systems updates. Sounds exciting, right? Well, with change comes resistance. Staff needs to be brought up to the task of not just accepting the change, but making the most out of those innovations. IT has worked long and hard on managing change as a process and focusing on employee education, engagement, and feedback programs surrounding it.
ESM is infusing ITSM change management principles in organizations like HR, Engineering, Marketing, Legal, and Security. An ESM platform can be used to document the release process of new tools and conduct impact analysis for organizational units. You can create custom workflows and approval processes, ensuring organization stakeholders stay informed and can give feedback. A great example of ESM change management in practice is with Unyts, a leading organization for organ, tissue, and eye procurement.
“We do a lot of change management here, so we needed a solution where we could access changes daily,” said Matt Mowrey, Director of IT. “We were doing a lot on paper with changes: filling out forms, getting signatures and tracking down approvals. With Samanage, it’s automated and seamless. We complete the form, approvers can then review and provide a digital signature, and we have an electronic copy.”
Being proactive and agile to change and adoption is the name of the game, and ESM provides the tools to achieve the high performance necessary in today’s dynamic marketplace.
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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