Modern technologies and software that deliver instant access and answers to all aspects of consumer life have become pervasive. Employees expect a similar experience in their day-to-day business life, whether they engage with IT or any of the many other service providers in a company. This includes Human Resources (HR), Legal, Facilities, Education, Security, Sales, Marketing, R&D, and Finance departments.
As a consequence, businesses need to rethink their approach to providing employee workplace services. These back office services, for example onboarding a new employee, have been made – and often still are – only available through manual processes including phone calls, emails, or filling in spreadsheets. In the digital world, employees expect easy and instant access to these services through a common service catalog, along with automatically fulfilling their request immediately. Another characteristic of non-IT services is that enterprise services span multiple business functions and typically also include IT services.
A service is a service, no matter whether it is an IT or a non-IT service, and as such the foundational ITSM concepts, principles and capabilities apply. A service, needs to be defined, created, rolled out, supported and improved.
When thinking about service management, the service desk or help desk immediately comes to mind. But this is only one element for an ESM strategy. Some other key capabilities, which are an opportunity for introducing Enterprise Service Management, include:
- Self-service portal
- Easy access to knowledge
- Automation of ticketing
- Problem management