Refocusing Service Management for the whole business
Delivering service management is no longer just the responsibility of IT
As the needs of the business, its staff, customers, partners and suppliers grows, so too do the demands on service provision. In a stripped back and simplified way, IT has been able to deliver quality service management to company staff and even customers. The problem is that as the number of groups requiring service has grown, the complexity of the requirements themselves has increased. Repackaging the service desk as a one-size-fits-all strategy will not lead to satisfied customers and will undoubtedly lead to a perception of inefficiency.
The pitfalls of delivering service to more and more people
Service management has been presented in many guises to cater for the increasing demands – Help Desk, Service Desk, ITSM and Customer Service Management to name but a few. The problem has always been that vendors have repurposed an existing approach to IT service and rolled this out to other business functions or departments. For example, if HR wanted to offer services to staff, IT would deploy a version of its existing tool with logging, self-service and so on. This would usually involve a separate instance of the tool, which may not be integrated well with the IT instance. The results are obvious – increased complexity for the management of the tools and increased costs to the business.
It is important to highlight that none of this is IT’s fault. Vendors have not made it easy for the IT team to solve complex service issues and instead have been repurposing existing approaches and technologies. What business needs is a more connected and integrated approach.
Removing the barriers to collaboration
Having a service management tool that enables internal, external and supplier collaboration is great, but different departments and individual staff will be using other tools to communicate, collaborate and share data on a daily basis. Using apps to improve collaboration and the overall service experience helps but there are often issues with security and access. Attempts to integrate these apps can be tricky and costly. This can often lead IT to limit the apps that staff can use, making the department unpopular and stifling collaboration and productivity.
Business Service Management is one approach to solving these issues. BSM is not a single product, it is a unification of the best technologies to support the whole business through service management, integrated apps and user security. For example, Revo combines its service management tool, 4me, with the Revo Integration Platform to help to manage all the app integrations that your organization will need. These are accessed via OneLogin, to provide a high level of security. All the apps and integrations are managed and controlled centrally and accessed by users through a single login.
When delivered correctly, BSM enables internal, external and supplier collaboration rather than stifling it.