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.
Book NowModule 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. |
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| 1.2 | Determine the scope of your ESM program. |
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| 1.3 | Identify your stakeholders. |
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| 1.4 | Develop an executive buy-in presentation. |
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| 1.5 | Develop a general communications presentation. |
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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. |
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| 2.2 | Assess your organization’s culture, governance, skills, and tools. |
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| 2.3 | Identify the gaps and determine the necessary foundational action items. |
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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. |
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| 3.2 | Prioritize your services. |
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| 3.3 | Build customer journey maps. |
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