Develop a Plan to Pilot Enterprise Service Management

Deliver exceptional services to the customer by managing services across the enterprise.

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An inflexible service management practice that fails to deliver timely services can cause many pain points:

  • Business and IT teams that are disengaged and do not have tight integration.
  • Stakeholders who are unsatisfied with the services provided.
  • Loss of business service credibility due to inflexible service delivery.

Utilizing ESM will:

  • Increase business and customer satisfaction.
  • Increase the flexibility and responsiveness of service delivery to the customer.
  • Improve collaboration between teams within the organization.
  • Improve the relationship and communication between stakeholders and service teams.
  • Build an environment suitable for innovation with motivated service staff.

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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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Module 1: Understand ESM and Get Buy-In

The Purpose

  • Understand what ESM is and how it can improve customer service.
  • Determine the scope of your ESM initiative and identify who the stakeholders are for this program.

Key Benefits Achieved

  • Understanding of ESM concepts.
  • Understanding of the scope and stakeholders for your ESM initiative.
  • Plan for getting buy-in for the ESM program.

Activities: Outputs:
1.1 Understand the concepts and benefits of ESM.
1.2 Determine the scope of your ESM program.
1.3 Identify your stakeholders.
1.4 Develop an executive buy-in presentation.
  • Executive buy-in presentation
1.5 Develop a general communications presentation.
  • General communications presentation

Module 2: Assess the Current State for ESM

The Purpose

  • Assess your current state with respect to culture, governance, skills, and tools.
  • Identify your strengths and weaknesses from the ESM assessment scores.

Key Benefits Achieved

  • Understanding of your organization’s current enablers and constraints for ESM.
  • Determination and analysis of data needed to identify strengths or weaknesses in culture, governance, skills, and tools.

Activities: Outputs:
2.1 Understand your organization’s mission and vision.
2.2 Assess your organization’s culture, governance, skills, and tools.
  • ESM assessment score
2.3 Identify the gaps and determine the necessary foundational action items.
  • Foundational action items

Module 3: Define Services and Create Custom Journey Maps

The Purpose

  • Define and choose the top services at the organization.
  • Create customer journey maps for the chosen services.

Key Benefits Achieved

  • List of prioritized services.
  • Customer journey maps for the prioritized services.

Activities: Outputs:
3.1 Make a list of your services.
  • List of services
3.2 Prioritize your services.
3.3 Build customer journey maps.
  • Customer journey maps
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