Shared Service Management - Extending ITSM to Non-IT Organizational Units

The position of generation in enterprise is extra important than ever before. There is new pressure on IT and monetary sources to assist different departments, along with Human Resources, Facilities and Customer Service, automate their business techniques. In addition, tech-savvy stop-customers are demanding self-provider for the whole thing they do.

Traditionally, agencies have applied guide forms or bought singularly focused, point equipment designed to automate specific functions driven via separate business requirements and funding streams. Unfortunately, these Business Process Management solutions are normally disconnected from the commercial enterprise, require enormous customization and are too luxurious to in shape the budget constraints of a unmarried organizational unit. Not to say the load on IT to gather, maintain and support more than one factor solutions.

The reality of the matter is that maximum organizational devices are interested by automating similar workflow activities. For instance, receiving a request from an quit-consumer, assigning that request to a group member, obtaining approvals, monitoring and reporting progress, and so forth.

At the equal time, groups are seeking to cut expenses and seek imaginitive methods to get extra out in their modern-day structures.

Responding to the Demand

How does an corporation respond to the call for for business system automation solutions with out breaking the bank or putting undue burden on IT sources?

A unmarried solution that is:

    Agile sufficient to satisfy the hastily converting needs of today's enterprise
    Flexible enough to meet the needs of various organizational gadgets, their approaches and their users
    Secure sufficient to preserve confidentiality between information from varying organizational units
    Simple enough to supply fee in a short time and without customization
    Extensive enough to integrate with a spread of branch unique tools

Beyond IT

IT Service Management answers which might be primarily based on the ITIL (IT Infrastructure Library) framework are a super match for non-IT enterprise capabilities. ITIL is a hard and fast of tips that advises on how to run IT as a commercial enterprise. These are unfastened and regular suggestions that may without difficulty be translated to other organizational gadgets.

All organizational gadgets provide some kind of service. For example, Facilities provides cleaning, workplace equipment and protection offerings. All service providers receive requests, they control approvals, they require metrics and following a manner will possibly help enterprise run smoothly. ITIL has helped IT circulate from regular firefighting to more cautious making plans, higher communication and based carrier delivery. Leveraging standardized best practices to help non-IT organizational units "run like a enterprise" surely can't harm.

Non-IT Business Process Uses

· Facilities Management

· Human Resources

· External Customer Support (Call Centers)

· Accounting

· Security

· Legal

· Sales Tracking

· HIPAA Patient Management

· Training

· Marketing

· Project Management

Getting Started

Many groups which have prolonged their ITSM way to different departments commenced the adventure with a Service Catalog. The catalog of services demonstrates that commercial enterprise services may be requested and automatically tracked. Presenting commercial enterprise services in a easy and acquainted structure to users encourages them to formally submit requests.

If you are having trouble demonstrating how an ITSM answer can expand to non-IT enterprise processes, create a sample commercial enterprise service catalog to begin. Stock this catalog with offerings from various departments, which include requestable workplace furniture, name alternate requests and keyboards and mice. Demonstrate to the other organizational devices the various capability and intelligence that can be configured to path the requests to the right groups based on automated workflow. For example, the manner employed it service management while there may be a request for a New Hire. The new lease calls for office space, furnishings, phone, and IT device. The achievement technique involves the coordination of tasks across more than one agencies which includes HR, centers, telecommunications, and IT.