IT shouldn’t feel worried about enterprise service management (ESM) stealing it’s thunder. ESM is keeping IT relevant in an increasingly cloud-based services world, where IT has been losing its grip over technology decisions. The ability to manage processes across organizational lines from a single application is the crux of ESM, and IT holds this golden nugget in the palm of its hands.
Organizations are looking for ways to automate and manage processes, increase transparency, and have greater cost control. What better way to do this than to transform IT service management (ITSM) principles and capabilities, that have driven success for IT over the past, and implement them in departments that have been screaming for service improvements and increased customer satisfaction? HR and Facilities, does this ring a bell? IT’s approach to delivering and managing services can revolutionize businesses across industries: service interactions — all in one place, bringing the same user experience, intelligence, and connectivity. Let’s glance into our magic eight ball to understand the developing relationship between IT and ESM.
Enterprise Service Management: The Brainchild of IT
Since the dawn of the technology age and its foothold in the workforce, IT has been driving the management and maintenance of a successful technology infrastructure, ensuring organizations have the toolsets to run efficiently.
Technology has enabled automation of IT service requests, putting information at the fingertips of the end users and spearheading customer service success. Other departments have noticed, particularly as they shift their modus operandi to a service-focus in order to improve customer-facing experiences and support business growth and change. Due to this, IT has immersed itself in supporting these spider webs of technology, people, and processes, enabling the implementation of proven ITSM principles in different areas of a business. IT has given birth to the beginnings of ESM long before it understood what it was. So, why should IT feel threatened?
Understanding is the Key to a Relationship
Innovations in SaaS/cloud-based solutions and service automation for managing services have become increasingly important to business. IT has already been instrumental in evaluating solutions and driving the adoption of ITSM principles and technologies organization-wide. The problem lies in IT better understanding their investments and the activities within the organizations they support. IT still has grips on being a technology-driven organization when in reality, it’s a service-oriented powerhouse. IT continues to drive a reactive approach to technology and it’s capabilities within a business context. In order for love to blossom between IT and ESM, IT must play a proactive role in seeing itself as a thought leader in service management, leading the charge in business automation and continuous improvement in all facets of the corporate environment.
It’s All in the Groundwork
A great way to see the stepping stones of love for IT and ESM is through a real world example. Snap Kitchen is a place for people to experience consciously crafted food that is both delicious and nutritious. They are dedicated to educating guests and providing healthy, chef-driven creations prepared with the highest quality ingredients available. One of the most unique benefits experienced by their IT team was the ability to blend Samanage with their existing customer loyalty program.
Snap Kitchen’s customer loyalty program allows repeat customers to earn points based on their purchases at the health food retailer. However, when the loyalty program’s points failed to register accurately, the help desk would often receive tickets to update an individual’s points. Not only would this request come in the form of an email, but a duplicate email would also be sent to the specific market’s manager, who would then need to approve the points before the IT team could resolve the problem.
“You’d get an email 20 times a day saying approved, approved, approved to each loyalty points request,” said David Palmer, Network Systems Engineer at Snap Kitchen. “What we did was create a workflow that allowed our FOH employees to send a request for points approval to the store’s manager, who could then approve the points increase directly from their phone. We were able to take a four-email process and cut it in half. Our market managers love that feature.”
Just like Snap Kitchen, ESM will be what transforms IT from managing technology, to empowering business innovation. How can you not fall in love with that?