The Future of ITSM Tools – The Consumerisation of Service

IT help desk, then service desk and IT service management (ITSM), tools have been popular for three decades, and as ITSM has evolved as a discipline, so have the tools. The ITIL best practice framework has helped this evolution, with ITSM tools modelled on the most commonly adopted of ITIL’s 26 ITSM processes. And consequently, many IT professionals equate ITSM tools merely to process enablement, which of course the tools do – offering capabilities such as multiple end-user access and communication channels, workflow and automation, governance, data management, and operational and service level reporting. With the associated improvements in availability, operational efficiency, and the overall quality of IT services.


But is this process enablement still enough?


This might seem an odd question to ask, especially with so many people equating ITSM tools, and ITSM per se, merely to the incident, problem, change, etc. management processes. Through which things get provided, fixed, or changed efficiently, in line with service level targets, and availability is maintained.  So what’s my point? Hold on, I’m getting there…

Consumerisation, i.e. employees bringing their personal life experiences and expectations into the workplace, is raising the stakes for corporate service providers, such as IT, in terms of how they deal with employee requests for services, help, information, or changes. And it’s a challenge that requires more than just improved process efficiency.


ITSM tools have already adapted to the pressures of consumerisation but there’s still a way to go


Self-service, knowledge management, chat, and other support capabilities that have flourished in consumer-world support have already been brought into ITSM tools. It’s all good stuff; but as any good externally facing customer service/support team will tell you, sadly it’s not enough.


Instead, while customers appreciate having a choice of access and communication channels, and the efficiency of contact, they want to be treated as customers not numbers (whether that be their customer, ticket, or asset number). They want more than just an easy experience; they want an experience that’s built around them. It might be that they want to feel valued (as a customer) or, in the case of handling an issue, they want the person helping them to appreciate their situation.


Get ready for the customer experience juggernaut hurtling towards corporate IT


Suppliers in the consumer-world are increasingly aiming to offer a great “customer experience” to help win and retain customers. It’s all about how the offered experiences meet the customers’ expectations.


If you work in the external customer support space, your help desk tool provider will not only be experts in enabling customer service operations, they will also provide advice on improving the customer experience to customers. And, as employees bring their consumer-based expectations into the workplace, corporate IT departments will look to their ITSM tool providers, and industry events, for help.


Thus looking forward at the required evolution of ITSM and IT support, the increased end-user expectations of corporate IT departments will translate into increased expectations of ITSM tools and the vendors who provide them. Process enablement will no longer be enough, and both the tools and their vendors will need to rise above the processes to help customers improve their customer experience.





Focus Group Europe Ranks 33rd on The Prestigious Sunday Times Hiscox Tech Track 100 List

September 12, 2016 – London, UK – Focus Group Europe, a dedicated European ServiceNow Gold-status partner, has been recognised by the Sunday Times as one of the fastest growing technology companies in Britain. Published this weekend, the 16th annual Sunday Times Hiscox Tech Track 100 league table ranks Britain’s private technology, media and telecoms (TMT) companies with the fastest-growing sales over a three-year period.


“It’s a privilege to be included in the Sunday Times Hiscox Tech Track 100 list” said John Gilleran, CEO. “We have achieved unprecedented sales growth by following a solid business strategy grounded on a dedicated partnership with industry leader ServiceNow, superior customer service, first-rate talent and an unrelenting desire to help clients make the best from their ITSM investment”.


Commenting on the ranking, Richard Guy, Director of Professional Services, said “As a leading UK based technology consultancy company, we are committed to providing our clients with the best-in-class ServiceNow advisory, implementation and optimisation services. We achieve this by working with the best talent in the industry and applying best practices and learnings from hundreds of successful projects that we have done up-to-date”.


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About Focus Group Europe:

With headquarters in London, UK, Focus Group Europe is the dedicated European ServiceNow expert. As a Gold Services & Sales Partner, with over seven years of dedicated relationship, they have deployed hundreds of successful projects and helped companies of all sizes realise the transformational benefits of ServiceNow.


About the Sunday Times Hiscox Tech Trak 100 list:

The Hiscox Tech Track 100 league table ranks Britain’s 100 private tech (TMT) companies with the fastest-growing sales over the latest three years.  Tech Track 100 is compiled by Fast Track and published in The Sunday Times each September, with an awards event in November.


Media Contact:

Ilse Passet

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0785 292 7302

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