Perhaps you’ve just begun the journey of bridging IT service management principles with the rest of the organization, or maybe you’re just beginning. No matter where you are in the process, it’s time to ensure that correct stakeholders (i.e. internal and external customers) are a part of the conversation.
Framing information appropriately for different business units (BU) is critical, with the goal being to get BUs in the same frame of mind around service management. Plus, once you get the buy-in, you will have the opportunity to implement collaborative tools to put people in the middle of the service management conversation.
Customer Personas – It’s Not Just for Marketing
You may have heard marketing create customer personas to help bridge the gap between customer experience and the product/service assumptions the company makes about the customer/s. In particular, it helps content marketers create tailored content that will be relevant to the various audiences a business may be trying to reach.
Similar principles can be applied to IT, as they prepare to begin service management conversations with other BUs. Customer personas can help guide IT in how enterprise service management information should be disseminated to other business units, because miscommunication often leads to confusion. Marketing prefers to see information differently than Finance, especially when it comes to answering questions around why service management is going to be important to them and in what specific areas it will help transform their operations.
Here’s an example for clarification:
- Business Unit: Legal
- Leadership: Name the leaders within the organization
- Service/Requests They Manage:
- Contract Review/Approval
- Document Review Request
- Pain Points:
- Document review request emails get lost in the approval chain
- Contract approvals are not completed on time because there is confusion aroundabout the approval chain process
Use the information you have at your fingertips in the personas, in particular the services and requests the BU manages and their pain points, when you frame the conversation about enterprise service management
Give Me Some Collaborative Tools
Email is becoming a less effective means of communication and, in particular, enterprise collaboration. Work email has flooded to after hours, making it more of a burden than a tool for collaboration. What should be used in it’s place? Part of championing business transformation in the enterprise through service management is putting people in the middle. You want people to collaborate on their wants, needs, and ideas for implementation and success.
Lucky for us, the digital age has provided a number of unified communication and collaboration tools to help bring the focus away from the technology on to the people within your organization. Here are examples of some you may have already heard of:
- Google Drive: Cloud-based team collaboration. You can see active collaborators in documents in the toolbar and color coded. Share folders or just specific documents.
- Slack: Real-time communication that helps keep everyone in the loop. It’s a texting tool for the work place with a really beautiful UI.
- Google Keep: Maybe there are some quick ideas or lists that were made regarding service management for particular BU’s. Google Keep shares those lists on the computer or mobile device app.
- Trello: Project management tool extraordinaire. It’s based on a system of cards that you can categorize and order text, mock-ups, or whatever else you might need. You can keep track on projects in the pipeline and set reminders.
- Appear.in: Perhaps the business units of your company are located in different geogpraphic areas. Appear.in is a video conversation app for up to eight people.
- Basecamp: Project management app that features to-do lists, wiki-style documents, file sharing, and messaging. All-in-one solution.
There are multitudes of other tools that can be used for collaboration or communication. The important point is the utilization of these tools to streamline engagement of the internal and external customers that need to be part of the service management conversation.
About Oz Merchant
Read more articles by Oz