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Elina Pirjanti - Considerin using your ITSM tools beyond IT? Do your homework first


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In this session, Elina used a real-world example of a company which has extended its usage of its ITSM tool outside of IT. She shared the experience of how to start the journey and detailed many of the potential pitfalls you may face in adopting your ITSM tool and practices outside of IT.

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Elina Pirjanti - Considerin using your ITSM tools beyond IT? Do your homework first

  1. 1. Consider using your ITSM tool beyond IT? Do your homework first. Elina Pirjanti @elt5u ITSM Consultant Lead, Senior Manager
  2. 2. © Elina Pirjanti @elt5u Agenda • WHAT IS ENTERPRISE SERVICE MANAGEMENT (ESM)? • ITSM Vendors’ definitions • My take on the ESM • CHARACTERISTICS OF THE BUSINESS UNITS • Internal Business Units • HOW TO APPROACH ESM? • Bi-modal ESM • How to get started? • The benefits
  3. 3. © Elina Pirjanti @elt5u Definition: Enterprise service management (ESM) • Enterprise Service Management is about applying a service-oriented business model to the way your organization works internally. (Axios systems) • Create a modern work environment by placing a service-oriented lens on the activities, tasks and processes that make up day-to-day work life. This service model enables enterprise service domains to define services, provide an intuitive service experience, deliver service, assure service availability and analyze critical service metrics. (ServiceNow) • A modern service delivery experience doesn’t have to be limited to IT. Other business units often need to become more efficient and proactive by transforming manual process currently driven by ad hoc emails, dated spreadsheets or paper documents. (Heat Software) • Traditional IT services and management are evolving. We are moving from delivering by technology towers to managed enterprise services. IT Service Management is the focal point to ensure your organization flows with this evolution. (HP)
  4. 4. © Elina Pirjanti @elt5u What ESM actually is then? • “Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services” (ITIL) • Management • Organization • Processes • Knowledge • People • However, that’s nothing new! ☺
  5. 5. © Elina Pirjanti @elt5u But what is new? • Digitalization of the manual processes • Automation • Making corporate services easily available (consumerization) • Visualization • …or perhaps creating entirely new services! • But do not make the mistake and forget the processes, organization, people and the whole lifecycle of service management!
  6. 6. © Elina Pirjanti @elt5u Key take-away #1 The technological possibilities are the game changers, but always remember processes, organization, people and the full lifecycle
  8. 8. © Elina Pirjanti @elt5u Shared service units within Enterprise For example
  9. 9. © Elina Pirjanti @elt5u Human resources (HR) What kind of responsibilities? • Employees requests and corporate services • Payroll and Timesheet queries • Visa, immigration • Employee on-boarding, off-boarding • Recruiting • Performance management • Talent development Some of the special characteristics • Handles personal information • Pay attention to confidentiality • Location based services and knowledge • How to deal with “Home base” and different rules in “Travel locations”?
  10. 10. © Elina Pirjanti @elt5u Facilities management What kind of responsibilities? • Location based services, queries and incidents • Meeting room management • Reception services • Visitor management • Catering requests • Out and indoor facilities management Some of the special characteristics • Mobile workforce • The employees are not necessarily sitting by the desk or use computers • Multi-language support • The employees do not necessarily speak the official corporate language (English) • The opportunities of new technology, e.g. indoor navigation, QR codes
  11. 11. © Elina Pirjanti @elt5u Field services What kind of responsibilities? • Sends engineering team on-site • Location based services • Maps, coordinates Some of the special characteristics • Mobile workforce, potentially in remote location • Offline content and upload • Mobile usage • The nearest engineer • Location log file • Knowledge-based services • Scheduled maintenance tasks • Recording time & material
  12. 12. © Elina Pirjanti @elt5u Now that we got started… • Which other businesses could we serve? • External customer ordering spare parts? • Employee ordering flowers for a colleague? • Registering a gift according to the company policies? • Requesting a new seat and moving services? • Ordering business cards? • Opening a new shop and remembering all the tasks? • ? As I said earlier, the new thing is the digitalization and making the services more available.
  13. 13. © Elina Pirjanti @elt5u Key take-away #2 The business units are very different. Make sure you understand the business needs, terminology and their pain points.
  15. 15. © Elina Pirjanti @elt5u Bi-modal ESM Mode 1: Service delivery – Making things happen • Keeps the wheels turning • Transaction-based • Value for money • Ensures efficiency and productivity • Meets the regulatory requirements (audit trail) Mode 2: Innovation – Leading the change • Creates new value • Transformational • Creates capabilities for the future • Drives and accelerates business strategy • Takes the advantage of the new opportunities
  16. 16. © Elina Pirjanti @elt5u How do I get started? 1. Stop calling it Enterprise Service Management – call it something that Business understands. 2. Find a sponsor inside your organization. Sell the benefits, not the technology. 3. Understand the characteristic of the each business division. 4. Speak business divisions' language, not IT jargon. 5. Start with small, e.g. proof of concept. Fix the biggest pain point. Extend to a program. 6. Create a self-service portal. Pay attention to customer experience! 7. Sell the benefits for the system users. ESM requires a lot of organizational change management 8. Provide consulting services to business divisions. Be a partner. Innovate together. 9. Run ESM as a service! Remember the full lifecycle. Design your offerings and build your organization around it. (Start with the strategy? What is the demand? How to finance it? Who will provide the service?) 10. Choose the best fitting tool.
  17. 17. © Elina Pirjanti @elt5u Benefits of ESM Leadership • Visibility of what is going on • Insights (metrics, trends) • Ability to identify the improvement needs • Drive business decisions utilizing real-time data • Drive decisions based on end- to-end data Employees/Customers • Consumerization (online services) • Availability of the services • Self-service functionalities • Usage of the common contact channels • Customer experience • Ability to use mobile devices Service delivery teams • Better understanding of the services and responsibilities • Standardization • Better control over flow of work • Efficiency, productivity • Automation of tasks (e.g. approvals) • Integration of the information, reduces costs and time by eliminating manual consolidation of data
  18. 18. © Elina Pirjanti @elt5u Key take-away #3 Fix a small thing with a big impact to proof your point!
  19. 19. © Elina Pirjanti @elt5u What is the most useful thing you learned today, and which you will do the first? Elina Pirjanti @elt5u ITSM Consultant Lead, Senior Manager
  20. 20. ITSMF UK Premier Gate, Easthampstead Road, Bracknell, RG12 1JS, United Kingdom Tel: +44 (0) 118 918 6500 | Web: