Which Services and Processes could benefit from a Service Management approach?

In their private time and thanks to technology, people got used to great user experiences like online shopping, order a cab or a pizza in two clicks or check their account status on their bank app. In the professional world, the IT department strived to improve with things like the ability to request an item in a self-service portal, getting notifications about a request’s progress, the ability to add extra comments or reply by email with attachments being taken into account, among others.

Therefore, if a specific department can achieve a nice user experience, why not the others? And what kind of Services could benefit from it?

Here are some concrete examples :

– As a new employee, I’m being on-boarded and on top of IT-related items, I need an access card, a desk, a phone and a parking space.

– As an HR agent, I need to know who has a parking space so I can deduct the parking fee from the employee’s salary.

– As a Business user, I need someone to get an item from the stockroom (or bring it back).

– I need to book a room for a specific event and order options like:
• lunch, breakfast, drinks;
• special room setup;
• IT devices, IT support;
• hostesses;
• security;
• parking spaces booking;
• coat rack

– As a Facilities Dispatcher, I need to coordinate various people to organize an event, a move, an installation, or a planned maintenance with a supplier.

– For the reception and shipment of goods, I want to go away from paper and emails.

– I need to ask a question to HR regarding my fund pension.

– As a reception agent, I receive items that I have to deliver internally and want to keep the evidence that it has been received.

This blog post was first published in my eBook “A practical guide to Service Management for the entire enterprise”. You can download it here.

Mustapha works as Solution Consultant at Fruition Partners in Nyon since 2013 and has a strong experience in configuration and implementation for various major European companies. He is ITIL Service Operation and ITIL Foundation V3 certified and a specialist in PPM, Facilities Management and non -IT projects.
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