ITSM Blogger Stephen Mann talks about using the ITSM Solution for Enterprise Service Management and the different benefits of it. He also highlights about how to improve the chances of getting Enterprise Service Management right.

1. Stephen Mann
Enterprise service
management is finally a
business reality

2. Coverage
• What enterprise service management is
• The drivers for, and benefits of, enterprise service management
• Where enterprise service management adoption is and is going
• How ITSM best practice and technology can be reimagined and
leveraged to support other business functions
• Practical tips on how to succeed with enterprise service
management
• Key takeaways and Q&A

3. Enterprise service
management
is
nothing new

4. The use of ITSM principles
and capabilities in other
business areas to improve
performance and service

5. Enterprise service
management
is
common sense

6. Each business function mirrors the corporate IT organization in
terms of dealing with “customer” requests for:
• Help
• Information
• Services
• Changes to existing services
They also provide services to internal or external
customers

7. Service management
in
other business functions

8. Enterprise service
management
is
a hot ITSM trend

9. A late-2014 HDI survey reported that 51% of
respondents are either already doing or are
planning to adopt ITSM principles outside of
IT.
More recently, a 2015 SDI survey reported
that 55% of respondents are planning for
“shared service management,” i.e. enterprise
service management.

10. The drivers for
enterprise service
management

11. 1. Consumerization
2. Business function demand
3. Better ITSM solutions
4. Increased vendor marketing

12. The perfect storm for
enterprise service
management

13. The benefits of enterprise service management
• Better service and customer experience
• Improved efficiency and reduced operational costs
• Self-service efficiencies and workload reductions
• A better ROI on the corporate ITSM solution
investment
• Improved effectiveness
• Improved visibility into operations and performance

14. The benefits of enterprise service management
• Increased control and governance
• The opportunity for improvement
• Improved access and communication channels, plus
more effective communication
• Improved accountability
• Better understanding of what services are needed and
provided
• Standardization

15. The who, when, and where
of
enterprise service management

16. Reasons for the changes in support centers
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

17. The application of ITSM principles outside of IT
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

18. Non-IT areas in which service management
principles are being applied
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

19. How individual ITSM capabilities can help other
business functions
• Incident management
• Service request fulfilment
• Change management
• Problem management
• Self-service
• Knowledge management
• Service catalog management
• Service level management
• Asset management
• Chat

20. ITSM processes being applied to non-IT areas
Source: HDI – “Service Management: Not Just for IT Anymore” (October 2014)

21. But it’s not just process adoption
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

22. 22
How specific business functions can benefit
HR

23. 23
How specific business functions can benefit
Facilities

24. 24
How specific organizations can benefit
Educational Institutions

25. How to improve your
chances
of
ESM success

26. 26
Don’t treat enterprise service management
as an IT project

27. 27
Allow for the differences

28. 28
Don’t try to help other corporate service
providers before helping yourself

29. 29
Don’t assume that enterprise service management
will sell itself – justify it in business terms

30. 30
Think long and hard about how to deliver the
enterprise service management project

31. Key takeaways
1. Understand that enterprise service management is about more
than sharing an ITSM tool
2. Ensure that the available benefits are sold and aimed for - don’t
“do” enterprise service management as “a good thing to do”
3. Get your house in order first
4. Create business function solutions not IT’s solution for
business functions - remember to appreciate the differences
5. Sell your successes, communicating what one business
function has achieved to others to main interest, excitement,
and momentum

33. Service management through a customer service lens
A fresh approach to ITSM, enabling IT organizations of all sizes to
provide exceptional IT service delivery and support

34. How Swinerton Builders use ESM?

35. Who else use Freshservice for ESM?

36. www.freshservice.com
A
Product