While ITSM can be approached in many ways, its core objective is to structure the design, implementation and delivery of "services" to improve the efficiency of operations, mitigate risk, and facilitate strategic planning to support business needs. One way to do so, is by using Enterprise Service Management (ESM) technologies.
ESM consists of capabilities used across different lines of business to deal with customer requests for help, services, information, and changes to existing services. It replaces the line of business reliance on email, post-it notes, spreadsheets and databases, and personal organizational skills to formalize and automate all interactions between the requester and service provider.
Think about the internal communication missteps that often occur in companies. A simple misinterpretation could mean a missed task or deadline, whereas a clearer communication path would save time and be far more efficient. This is why Enterprise Service Management technologies are needed above and beyond Customer Service and IT.
Ultimately, ESM makes it easier to assign responsibility and monitor task accountability for more efficient workflows across business functions. Let’s see how you could use these different functionalities.
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Outside IT: Service Desk best practice and technology in other lines of business
While InvGate Service Desk was originally created to help IT professionals deliver and support IT services, it’s equally applicable to other corporate service providers – such as HR, facilities, and maintenance – and their need to deliver and support their service portfolio. This non-IT application of IT service management (ITSM) allows for departments like human resources, marketing, and accounting to rely on ESM to ensure all business deliverables are met timely and successfully. It’s important to evaluate these data points, processes, and workflows regularly to determine business performance, and ESM facilitates the flow of information between departments. The better the intradepartmental communication, the fewer chances for a communication misfire.
No matter the industry, communication, and more specifically the lack thereof, is a common issue anyone can relate to. Most companies fall short when it comes to organizing communication channels, conveying priorities, and delivering change-management updates. Ultimately good communication through ESM makes it easy to communicate with individuals and groups, ensuring work can effortlessly pass between different business functions and departments.
The Benefits of Multi-Departmental Communication via ESM
So we now know there’s a better communication option. Let’s dive in to see how ESM, or the use of ITSM capabilities outside of IT, solves common communication hurdles.
Greater Visibility into Operations and Performance
ITSM technology, applied to other lines of business, lets both staff and management understand what has been achieved and what hasn’t. It ultimately gives insight into the value that each business function provides, and makes it easier for this to be communicated to customers and other business stakeholders. Increased visibility into operational performance from ESM helps to identify improvement opportunities.
Improved Control and Better Governance
Standardized best practice processes, and enabling technology, provide much needed internal controls and insight into who did what when. The available reporting capabilities also make it easier to demonstrate that controls have been consistently applied over any given period.
A Better Return on Investment
The more lines of business that use (and benefit from) the ITSM solution, the better the overall ROI and ongoing management costs per user. There might also be opportunities to decommission existing line of business systems for additional savings.
Simplified and Streamlined Departmental and External Communication
Fluent communication reduces confusion, mistakes, and missed requests. When everybody knows their role in a service or support procedure, and how to cooperate with others, results are better. In addition, departments can track incidents, and then show their work through reporting and analytics capabilities, so all teams know how things are done.
Shared Knowledge to Remove Unnecessary Effort
In today’s fast-paced business world, companies need every advantage for success and staying power. Take a moment to reflect on your current communication system and see if a modern Service Desk solution with ESM might be a solution for you.