- Service delivery across the business is often disjointed. A lack of consistent processes, tools, and communication across business units leads to inefficient service delivery for end users across the enterprise.
- Non-IT functions need guidance. Business leaders need to make the shift from a task-oriented to a customer-oriented culture, and reduce their reliance on email to manage projects and tasks, but don’t have the time or experience needed to build supporting processes or tools.
- Staff within the business units or business executives may not understand the value of adopting a service management approach to their work.
Our Advice
Critical Insight
- Extending the service desk is a win-win-win. Enterprise service management makes other business units more streamlined and efficient while reducing the workload on the service desk and improving the overall user experience and productivity.
- Get more value out of your investment. The more business functions that use the ITSM solution, the better the ROI on the tool and the greater the savings through application rationalization.
- Position IT as a leader. Extending service management to other business functions not only benefits the business but also gives IT an opportunity to further demonstrate its worth and the value of ITSM.
Impact and Result
- Extending IT service management functions and capabilities to other business functions improves efficiency and service delivery and also positions IT as a strategic partner and leader.
- Service managers in IT need to help business leaders define a feasible service, build the related user-facing processes and workflows, and coach staff as they extend the scope of the service desk to other business.
- CIOs should champion enterprise service management to garner support for the initiative among management and peers.