The Role of IT in an Enterprise Service Management Strategy March 14 th , 2017 HDI Central Florida Chapter March Event
About Me Before Now • 20+ years as the CEO of an ITSM • Sr. Director of Enterprise Service consulting firm Management Strategy • Ranked by Forrester Research • Global Responsibilities • Worked with the top ITSM • Manage Cherwell mApp vendors Exchange • ESM thought leader • Manage Cherwell Technical Alliance Program • Acquired by Cherwell Dec 2016
What is Enterprise Service Management?
The Past IT Legal Facilities Approver Fleet Employee HR Finance Marketing Provider
The Future IT Facilities HR Approver Portal Finance Employee Legal Fleet Provider Marketing
Why the Need?
Who Is Talking to Your Customers? Their Value Statements… Easy to Use (Intuitive, Rapid Time to Value) Easy to Do Business With (Predictable Costs) Faster, More Agile and Scalable than Enterprise IT
What ESM Does for IT ➢ Enables better self-service ➢ Establishes IT as an invaluable component of the corporate strategy ➢ lets IT employees enjoy being creative ➢ Matures the Service Level of an organization ➢ Saves money
Can I Leverage My Current Solution? ➢ Legacy Architectures have not been successful ➢ Programming/Coding make it cost prohibitive ➢ Too expensive ➢ Difficult to administer ➢ Solution not extensible ➢ Future of the solution in question ➢ Not intended as a platform ➢ Solution not portable
A Better Design… • Modern Architecture • Codeless Configuration • Native mobile platform • Affordable simplified pricing • Portable • Development & Support strategy • Will NOT outgrow
The Goals • Increased end-user satisfaction!!! • Streamlined internal service delivery • Increased productivity across departments • Consolidated Platform • A better ROI on the corporate ITSM solution investment • Improved collaboration within and across business functions • Better service and customer experience • Improved Reporting Analytics
ESM Strategy Where to Start Benefits • Business processes that are • Single Pane of Glass for all email based requests Requests • Departments with email aliases • Single Platform for development • Manual or repetitive processes • Reduced applications and maintenance • Subject Matter Expert • Reporting involvement • Ask any department the top 3 – • Automation 5 requests they deal with daily
Customer Examples
QUESTIONS?
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