Current Trends in Service Management

Service management evolved as leaders realised that the same principles? used in ITSM, could be applied to other parts of the organisation with similar service models. Effective service management will mirror, if not realise ITIL Best Practices along with Control Objectives for Information and Related Technology (COBIT) and solid PCI principles as it matures and blends with the organization and its business functions. In this article, we explore the current trends in Service Management and make predictions as to the future of the discipline.

 Enterprise-wide platforms

Up until the creation of the internet and the concept of cloud technology, service management was defined by the organisation and its customers’ physical time space realities. Currently we are seeing as a trend the development of holistic service catalogs that address the entirety of the organization’s services.More and more organisations are moving towards services that can be automated and powerful platforms that is easily integrated with other tools/technologies. ServiceNow, for example, supports the success of agile Project Management, the utilization of Skunkworks and solid Knowledge Management tools.

Cloud-first Approach

The adoption of cloud-hosted technologies is one of the most prevalent trends in Service Management. More and more companies are moving into the Cloud, whether the cloud technology is created in house or adopted as a service from companies such as AWS (Amazon Web Services) or Azzure. This evolution has created a growing complexity and organisations are adopting technology that will allow them to orchestrate the workings of disparate cloud systems. To simplify service management most companies are opting for consolidating cloud systems and moving towards a more lean approach. This has also brought about a change in the manner in which managers identify incidents, problems, changes, service request and any manner of managing the evolution of Information Technology  and how organizations recognize their service management requirements.

Beyond IT

While IT is still considered the backbone of the service management function, more and more organisations are extending the framework, best practices and self-service model to other parts of the organisation. HR, Marketing and Facilities are some areas where the ITSM framework fits well and where companies are leveraging capabilities, processes and technology.

Based on the current trends we can expect a bright future for Service Management, where leaders will differentiate themselves through best practices, continuous improvement and self-service as the norm in most areas of the organisation.

8 Best Practices for Service Management

In the broad sense of the word, service management refers to a customer-focused approach to delivering services. Traditionally, this approach has been applied to the IT department but recently it has expanded to any part of the organisation that has the same internal service delivery model.

Effective service management can help you save time, decreased costs and increase employee satisfaction. Use the best practices outlined below to become a world-class customer-focused organisation:

 1. Choose the right technology

Selecting the best technology to support service management is essential to success. When looking for a great technology partner, seek out a platform that is robust, easy to implement, scalable and user-friendly. Every year, Gartner publishes it Magic Quadrant report for best ITSSM providers and this is a great place to start when looking for new technology.

2. Pick the right partners

Once you have selected the right technology, it is important to choose the right partner for implementation. Do your research and select a company that is an expert in the technology, has proven itself by deploying a high number of successful implementations, and that have a positive reputation in the market place.

3. Go beyond IT

Expand your technology beyond ITSM to include marketing, facilities, HR, legal or any other department with a similar service-delivery model. This will further increase your ROI, simplify your processes and save you time and resources.

4. Get rid of the middle man

Having a person receive and handle requests via email or phone is not the most efficient way to provide excellent service. Automate your service desk by getting a system where the requestor is connected directly with the service provider.

 5. Eliminate email

In the Service Management world, email is slowly becoming obsolete and being replaced by smart, automated systems. Think about how you can reduce or eliminate the use of email by utilising technology that can optimise your processes.

 6. Rely on analytics

How many calls/emails do you get for password change requests every month? How many website content changes are being channelled through your marketing team? Many companies find it difficult to answer these and other similar questions because they don’t have a smart system in place to help them measure. Effective service management relies heavily on good analytics so when you are looking for the right software provider choose one that has a strong analytics engine and use it to make good business decisions.

 7. One source of truth

Organisations often find themselves in a state where they have many disparate systems that don’t talk to each other, which leads to low quality data. Having all of your data in one place provides you with a single version of the truth which will in turn help you make the right decisions. ServiceNow is a particularly agile enterprise-wide platform that you can help you achieve data consolidation and accessibility.

8. Increase adoption rates

No matter how good your technology and strategy are, you will not get the value you expected if processes and systems and not generally accepted, used and adopted. Use strategies to increase adoption rates, such as keeping clear and constant communication and involving your people at every state of the process.

 Focus Group Europe is the dedicated European ServiceNow expert. At FGE, we have deployed hundreds of implementations across a wide range of organisations. We specialise in the transformation of companies with ServiceNow by advising, transforming and optimising service, business and IT operations management.