Staff morale: This comes from ensuring that teams know what is expected of them, and ensuring they receive adequate training and support to undertake their role. Certainly, this was another benefit for our Sales and Marketing team.
The future of ESM
IT people often forget they are not the only ones who provide services within an organisation. The dynamics of service delivery are pretty much the same whatever the customer or service. It’s time we shared the secrets of service management and its benefits.
All service providers are continually seeking to optimise operations and interact more efficiently with their
users and customers. ESM principles
can help. Service Management isn’t just for the IT world; it is for the Enterprise. Almost everyone is a ‘service provider’ with customers. The very definition of service is about delivering valuable outcomes to support customers and their business. It seems to me that ESM can be implemented pretty much anywhere you have a customer receiving a service. As our Sales and Marketing team said..” Service Management makes sense to us and we don’t do IT!”
Let’s start selling the benefits of ESM more widely, there is so much to be gained from sharing the ESM love!
Michelle Major-Goldsmith - learn more and work with Michelle here.
Michelle Major-Goldsmith is the Service Management Capability Manager with Kinetic IT. Her role is to educate rather than ‘just train’, mentor and advise Kinetic IT staff and its customers in the principles of service management and the practical application of these principles in various environments.
Michelle has been in the industry for over twenty years across virtually all continents; formerly Training Director at UK service management company Sysop and Head of Service Desks at RAC Motoring Services. She is extensively published within the Service Management arena.
With Simon Dorst she was the Lead Architect for the Scopism Service Integration and Management Professional Body of Knowledge (BoK) and was also a founder member of the SIAM Foundation BoK architect team, a contributor to the VeriSM publication, and co-authored the VeriSM pocket guide. Michelle was awarded the itSMF Australia Service Management Champion of the Year in 2017 and Thought Leader of the Year (together with Simon) in 2018. The same year Michelle was named as one of the top 25 service management pros and experts to follow on Twitter. In 2020 HDI acknowledged her as one of the Top 25 Thought Leaders in Technical Support and Service Management.
Enterprise service management (ESM) is a hot topic and the focus of our latest briefing paper. You can download the paper and learn more about ESM from some of our expert eConsultants. Visit the Free Downloads section to access your copy.
About the Author