Develop a Plan to Pilot Enterprise Service Management
Deliver exceptional services to the customer by managing services across the enterprise.
- Many business groups in the organization are siloed and have disjointed services that lead to a less than ideal customer experience.
- Service management is too often process-driven and is implemented without a holistic view of customer value.
- Businesses get caught up in the legacy of their old systems and find it difficult to move with the evolving market.
Our Advice
Critical Insight
- Customer experience is the new battleground. Parity between products is creating the need to differentiate via customer experience.
- Don’t forget your employees! Enterprise service management (ESM) is also about delivering exceptional experiences to your employees so they can deliver exceptional services to your customers.
- ESM is not driven by tools and processes. Rather, ESM is about pushing exceptional services to customers by pulling from organizational capabilities.
Impact and Result
- Understand ESM concepts and how they can improve customer service.
- Use Info-Tech’s advice and tools to perform an assessment of your organization’s state for ESM, identify the gaps, and create an action plan to move towards an ESM pilot.
- Increase business and customer satisfaction by delivering services more efficiently.
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Need Extra Help?
Speak With An Analyst
Get the help you need in this 3-phase advisory process. You'll receive 7 touchpoints with our researchers, all included in your membership.
Guided Implementation 1: Understand ESM and get buy-in
- Call 1: Understand what ESM is and the scopes available.
- Call 2: Walk through the buy-in presentations.
Guided Implementation 2: Assess the current state for ESM
- Call 1: Assess the culture, governance, skills, and tools of your organization.
- Call 2: Walk through the Enterprise Service Management Assessment Tool.
Guided Implementation 3: Identify ESM pilot and finalize action plan
- Call 1: Generate a list of your services.
- Call 2: Create customer journey maps.
- Call 3: Identify a pilot for ESM and finalize your action plan.
Contributors
- Claire Agutter, Director, Chief Architect, VeriSM Scopism
- Bas Blanken, Service Management Consultant & Agile Expert, TOPdesk
- Troy DuMoulin, VP – Research & Development, Pink Elephant
- Glen Notman, Associate Partner, Citihub
- Jack Probst, Principal Consultant, Pink Elephant
- Brian Segulich, Business Technology Specialist – Service Management Office (SMO), Great-West Lifeco Inc.
- Doug Tedder, Principal Consultant, Tedder Consulting LLC
- Nancy Van Elsacker Louisnord, President, TOPdesk USA
Develop a Plan to Pilot Enterprise Service Management
Create a Service Management Roadmap
Design and Build a User-Facing Service Catalog
Create an IT View of the Service Catalog
Initiate Your Service Management Program
Develop Meaningful Service Metrics
IT Service Management Selection Guide
Service Management Integration With Agile Practices
Define Your Enterprise IT and Digital Services