Let’s say you’re taking a work break and venture out of the IT department. You’re waltzing through your building, hearing frustrations on topics like PO submittals, budget and project approvals, and leave requests. It’s nothing unusual and you’ve probably heard it before. This time, don’t discount the watercooler talk. Spearhead it towards lightbulb moments, like starting the enterprise service management (ESM) conversation in your workplace.
Organizations outside of IT are recognizing that they request and deliver services, but lack the systems that give them the capabilities to do so efficiently. They want automation and the management of processes that bring visibility, increase productivity, and keep costs in check. It’s not difficult to convince why an ESM solution is needed. The difficulty lies with where to begin the conversation.
Let’s Start at the Very Beginning
It’s a very good place to start. Wait! Where is that exactly? That would be in IT. The department has experience doing service better than anyone across the company. IT has the know-how of driving process improvements for service requests and delivery, to make work life better. They understand how to create amazing service experiences by implementing efficient and easy-to-use systems.
Great! You know why you want the ESM conversation and where to start, but what are the exact actions involved to get the conversation moving? That’s the fun part and entails 3 steps:
- Don’t be shy. Showcase IT’s power. It’s a great time for IT to have lunch and learns for each organization within the company. Tell them what IT pain points looked like and how they were solved with ITSM principles and technologies. Show them numbers, like agent utilization, customer satisfaction, and cost per ticket. Make sure to highlight some of the frustrations you’ve been hearing come out of their department and the particular ways an ESM solution could help.
- Channel the inner self. You’ve wow’d the different departments of the company and showed them how ITSM has propelled IT into a service management powerhouse, delivering amazing customer experiences. You’ve also spoken on how ITSM principles can solve some of their pain points. Now it’s time to give these organizations an experiment: they need to look from within and write down all of their frustrations and what they would like to see changed. Change can only begin when there is recognition with what’s not working.
- See it to believe it. There is power in seeing things in action. Take what you gather from the organizational experiment and implement it. For example, your ITSM solution can showcase an onboarding workflow for HR. Or perhaps showcase how you can create service catalog requests for Legal on contract reviews/approvals. Demonstrate what an ESM solution can offer their organization. Seeing is believing on the path to transformation.
About Melody Gay
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