Video: Enterprise Service Management

In partnership with Inc. Radio, Samanage spoke with some of the biggest names at the HDI 2016 Conference and Expo, including Stephen Mann, Cinda Daly, Doug Tedder, Julie Mohr, Ken Gonzalez, Mike Hanson, Roy Atkinson, and Cord Silverstein. Watch the video at the end of this article to see the interviews.

Enterprise service management is the use of IT service management (ITSM) concepts and capabilities in other business functions. Any part of your organization that provides a service or answers requests for help or information, can benefit from ITSM processes, best practices, and technology that give them the opportunity to be more efficient and more effective, all while offering a better customer experience.

“Employees don’t like to do the same things over and over again,” said Cinda Daly. “If it can be automated, give them the tools to do that.”

So, why can’t we take some of these best practices and extend them out into the enterprise?

“I don’t know many industries where the pace of change is that fast,” said Julie Mohr.”The rapid advancement means we have to look for new ways to innovate and new ways to create more purposeful products that really deliver the business outcome, which is why we’re all here.”

In the IT world, we tend to be very focused on the technology. It’s time to balance that out and get a more holistic perspective.

“It’s not just about the next piece of software you’re going to buy,” said Roy Atkinson. “It’s about understanding the leverage that people have. Get them to leverage their skills and their insights to help you get to your transformational goal.”