When Service Management Evolves Beyond IT

In this highly digitized age, companies must be able to utilize their IT departments properly.

ITSM tools and apps can streamline this, synergizing the complex communication process to help IT departments develop their desired output in the most efficient way possible.

But did you know that the principles governing ITSM tools can be applied to other aspects of your company? In this article, we’ll discuss what ITSM is and its different use cases beyond the IT-sphere.

What is ITSM?

IT Service Management is both a process and a principle designed to help IT teams manage their interaction with the rest of the company. IT departments are unique because their functions permeate all aspects of the company. 

Unlike some other departments, IT services are needed in every rung of the ladder. If neglected, communicating with this department can quickly become very complicated and inefficient.

ITSM, and proper ITSM software, are designed to address this issue. Its primary purpose is to streamline tasks across different departments to have some degree of organization, prioritization, and optimization over the tasks.

For instance, a company may implement an ITSM platform that will use a uniform ticketing system to unite all calls and requests for assistance, acting as a help desk of sorts. 

Users will fill out a ticket on the platform, and the IT department can sort, prioritize, and accomplish the requests in an organized manner.

This streamlines your workflows and automates a massive chunk of your IT department’s job –responding to and sorting through requests–and allows them to focus their time on more critical projects.

ITSM processes can be implemented using your own in-house team’s recommendations, but it’s often more practical to the end-user to avail ITSM in the form of SaaS (software as a service) software.

ITSM Beyond IT

ITSM may be used to streamline the delivery of IT products and services within a company–but that’s not all it’s suitable for.

Seeing the method’s success, many companies are now incorporating ITSM into other areas of the business. Examples of these include the following:

  • Human Resources
  • Accounting
  • Customer Experience/Success
  • Incident Management
  • Project Management
  • And more!

The ITSM process is beneficial because it delivers a tried and true approach to self-service operations. Since many departments are also tapped to perform a service or solve an issue, ITSM can provide a uniform way of delivering services either internally between teams, or externally with customers.

These various service delivery functions that ITSM tools perform are broadly categorized as Enterprise Service Management (ESM).

What are the Benefits of ESM?

There are multiple benefits that companies can glean from using ESM, even beyond its traditional use for IT. This section will discuss all of those benefits in detail.

  • Standardizes company processes. Different groups within an organization might have other methods of categorizing and fielding services, despite having similar nature. Standardization will help avoid redundancies and streamline these processes to save time and resources.
  • Improves inter-departmental synchronization. As a result of uniform and standardized processes, departments can better synchronize their efforts to avoid inefficiencies and enhance the individual user experience of tools, systems, and processes.
  • Enhances third-party management. If you outsource any departmental tasks such as accounting or marketing, you may have already run into the problem of differing and sometimes-incompatible systems with your third party. An ESM solution can help prevent this by facilitating transference between systems and providing self-service opportunities to prevent interoperability bottlenecks.
  • Increases productivity. When departments and third parties have clearly defined systems, roles, and workflows, they can perform their tasks much better.
  • Minimize bottlenecks. Because of their size and complexity, organizations tend to have unintended–and unidentified–silos in their workflows. Using ESM to visualize your workflows and identify inefficiencies will address those issues.
  • Enhanced asset management. Implementing ESM allows you to compile and track data about your company’s IT assets, giving you a better idea of their usage, performance, and cost-effectivity. This is because you can pass asset-related requests (like procurement and repair) through the ESM system, which gives you a record of the transaction, which you can then store for monitoring.
  • Improves performance evaluations. ESM can also improve the methodologies of company initiatives such as reviews, surveys, and feedback, allowing teams to create better reports and compare metrics.
  • Effective change management. An ESM system is ideal for implementing upgrades and facilitating better change management because of its versatility and ability to monitor data.

In essence, an enterprise service management system can be beneficial for both the company and its various departments. 

New Trends in ESM/ITSM

As you can see, IT service management and by extension, ESM, is a broad practice, and it pays well to keep its most essential trends in mind, especially if you’re using this method for your company processes.

This section will discuss the most recent trends in ITSM/ESM methodologies and offer practical advice on how your company can respond to them.

A Focus on Mental Health and Well-Being

The COVID-19 pandemic didn’t just bring about severe economic impacts and financial constraints. It has also resulted in the prevalence of mental health issues for employees everywhere.

Companies that prioritize employee mental health and well-being will outperform those that don’t.

Today’s environment makes this aspect enough of a priority to dictate a competitive edge, so if you haven’t already, your organization should put this aspect at the top of your list.

New Work Setups Such as WFH or Remote Work

The efficacy of the work-from-home (WFH) and remote work setup is already a given, but in the future, we’re more likely to see mixed setups.

That’s because, while the benefits of working from home can’t be denied, companies are increasingly realizing that they need to have some degree of face-to-face interactions, whether socially or productively.

The future of work is likely to be a hybrid between remote work and meeting in a central location – which will be different from the offices that we know today.

To cope with this, organizations need to be more adaptable as well. Your policies and processes (ESM included) should make way for a possible shift to such a hybrid way of conducting work. Workflows, organizational structures, etc., must be changed to reflect this possibility.

Higher Levels of Automation

Because work is becoming more digitized, companies will consider displacing physical staff and opting for automated software.

While this has its benefits, it’s also likely to cause problems, especially if taken too far.

This is because enterprise service management–in all its applications–requires communication and human empathy. These processes are used to address issues, alleviate grievances, and solve problems, which will benefit significantly from human empathy and judgment.

If your organization displaces too much of its human staff, sensitive and context-rich complaints will not be handled well and will likely lead to an erosion of trust in the system.

Therefore, companies should keep an attractive balance between human receivers manning the service desk and artificial intelligence with machine learning capabilities. That said, this balance depends on the specific company, so it’s up to you to figure things out.

Integration With Other Company Processes

As the digital transformation takes hold, innovative organizations are leaning into the removal of siloes between adjacent departments. 

For example, the ITSM ecosystem will likely integrate more company processes, such as DevOps and IT Ops to provide a more holistic, customer-centered approach to IT services overall.

This process has already begun with the ITIL 4 and VeriSM approaches, but ITSM still hasn’t trickled down to most other industries and functions. 

There’s a greater demand for integration because digital development is ever-increasing, thus creating a growing need for continuous deployment and delivery of IT products.

The race is on for the companies to leverage ITSM and ESM in the most beneficial way possible within their own companies. The first ones to effectively utilize this process to its full potential will undoubtedly hold a competitive advantage over their rivals.

How Coyote Creek Can Help You Implement ESM 

ITSM solutions are steadily growing and evolving in prominence among companies with various service-delivery-oriented functions. If you have yet to consider incorporating service management tools into your systems and processes, you may find yourself behind the eight-ball.

Coyote Creek offers a full suite of IT services to plan, guide, and execute developing projects, migrations, consulting, and licensing support to service other enterprise business functions. 

As an Atlassian Platinum Solutions Partner, we’ve helped organizations of all shapes and sizes implement Jira Service Management for ESM to support various business functions within the organization.

If you’re planning to catch up or blaze ahead, Coyote Creek can help you improve your results drastically while also providing long-term support to keep your new infrastructure running optimally.

Contact us now to discuss how Coyote Creek can help your business!