Service Management For Better Work Life
Author:CSC Town Hall
We live in an “as a service” world, but many enterprises have yet to modernize IT service management, let alone HR, facilities, finance, marketing, and other functions. Employees in large enterprises spend, on average, 15 hours per week dealing with manual, administrative requests via email, spreadsheets and attachments. Imagine what efficiencies could be gained by replacing myriad email requests with automation. Imagine the boost in productivity you’ll gain by implementing the next generation of Service Management….as a Service. Join CSC, ServiceNow and (customer name) to learn how
- Mark Golden, Director of Service Management, CSC
- Shane Jackson, VP of Marketing at ServiceNow
- Jim Park, VP of IT Corporate Systems at Catamaran
- Patrick Stonelake, Co-Founder and CGO at Fruition Partners
- Jeff Caruso, Senior Managing Editor, CSC
We live in an “as a service” world, but many enterprises have yet to modernize IT service management, let alone HR, facilities, finance, marketing, and other functions. Employees in large enterprises spend, on average, 15 hours per week dealing with manual, administrative requests via email, spreadsheets and attachments.
Patrick Stonelake, co-founder and CGO at Fruition Partners, says that service management is everything that goes unseen in making services happen in a company, for employees and for clients. "When you push a button on the remote, you don't care how it happens; you just want the channel to change," he says.
"When you request a service inside many companies, you don't get that experience. You may have to repeat information, you don't know where your request stands, and over time it leads to a lack of faith in the system. Service management helps resolve those issues by automating workflows and bringing context to service information and requests," Stonelake says.
Shane Jackson, vice president of marketing at ServiceNow, says a common obstacle to improving and automating service management is concern over implementing a flawed process. "If you're executing processes in email, in spreadsheets, making a request by walking by someone's office or leaving sticky notes, it's a sign your processes aren't optimized. People are concerned about implementing a 'bad process' like these," he says. "But if you try to fully optimize and perfect the process before you automate it, you'll never get there. The challenge in IT is especially notable because the department spends most of its time serving current requests and has little time to spend on innovation or service improvements."
Mark Golden, director of service management at CSC says the goal is to strive for 'single pane of glass' management. "Service management helps us integrate disparate capabilities like incident management, call handling, or any other isolated processes. We can then turn that same capability toward managing across the enterprise, use system data to make conclusive decisions and ultimately improve end user services," he says.
tonelake says that application programming interfaces (APIs) play a critical role in service management automation and integration. "I don't think I can overstate the importance of APIs in service management. Clients are less often purchasing a total umbrella software package from one vendor to a focused provision of features," he says. "APIs are needed to stitch together an orchestration of all these features."
Jim Park, vice president of IT corporate systems at Catamaran, says his company’s implementation resulted in several lessons learned. "It comes back to sponsorship at the executive level and ownership from the business. IT might bring the tool in, but the business owns it. At town halls, our CEO and COO talk about our use of ServiceNow and how service management can help us service our clients better," he says.
Jackson says that every company learns how to automate services more efficiently and the process becomes self-sustaining. "Over time, it takes on a life of its own, and the organization will begin seeking out improvements instead of you having to push them," he says.
Stonelake says that service management helps develop the experiences that employees and customers have come to expect from services outside the enterprise. "You have to get in the mindset of competing with the consumer IT experience,” he says. “Service management and tools like ServiceNow are at the vanguard of helping companies do that for internal and external clients."