IT Governance

Is Enterprise Service Management Finally Delivering Business Value?

Enterprise service management (ESM) is the practice of applying IT service management principles and technology to non-IT areas of the business, and it looks pretty attractive on paper. IT gets to become a business partner, proving its worth and demonstrating the value of service management. The only issue has been—how do you get ESM off the ground in the first place? In a post for SITS, James West outlines an answer.

Service for All

In the past, one major barrier to ESM was that technology tools were not as robust as they claimed, lacking the customization options or ability to scale that businesses really needed on a practical level. Technology has since improved in strides, mitigating these problems. Another barrier to ESM has also been overcome in recent times, but this time a psychological one: Consumerization has made it so that people have become accustomed to seeking all their solutions from one place (e.g., their phones). This means people are more willing to accept the premise of an all-encompassing ESM, and thus one of ESM’s goals should be to create a “centralized customer portal.”

Here is an example of what happens when IT’s eye for process streamlining and service delivery are applied elsewhere in the business:

[Aberdeenshire Council] practices ESM across the organisation, using service management to run HR and user groups such as finance and social workers. The real time analytics, ease of use, highly customisable visual dashboards and ability to progressively help people means that other departments quickly ‘get it’ once they see ESM in action. This has a powerful transformative impact on both the business and the way that IT is perceived and valued.

To derive value from ESM, you need to do all the expected activities: scrutinize existing processes and systems, weed out the ones that are ineffective or have lost value, and automate the systems that remain. But you should be looking for little wins along the way. Give the business as many opportunities as possible to “see the light” when it comes to ESM’s potential long-term value.

For additional thoughts, you can view the original post here:

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