- Many business groups in the organization are siloed and have disjointed services that lead to a less than ideal customer experience.
- Service management is too often process-driven and is implemented without a holistic view of customer value.
- Businesses get caught up in the legacy of their old systems and find it difficult to move with the evolving market.
Our Advice
Critical Insight
- Customer experience is the new battleground. Parity between products is creating the need to differentiate via customer experience.
- Don’t forget your employees! Enterprise service management (ESM) is also about delivering exceptional experiences to your employees so they can deliver exceptional services to your customers.
- ESM is not driven by tools and processes. Rather, ESM is about pushing exceptional services to customers by pulling from organizational capabilities.
Impact and Result
- Understand ESM concepts and how they can improve customer service.
- Use Info-Tech’s advice and tools to perform an assessment of your organization’s state for ESM, identify the gaps, and create an action plan to move towards an ESM pilot.
- Increase business and customer satisfaction by delivering services more efficiently.
Develop a Plan to Pilot Enterprise Service Management Research & Tools
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should move towards ESM, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.Besides the small introduction, subscribers and consulting clients within this management domain have access to:
- Develop a Plan to Pilot Enterprise Service Management – Phases 1-3
1. Understand ESM and get buy-in
Understand the concepts of ESM, determine the scope of the ESM program, and get buy-in.
- Develop a Plan to Pilot Enterprise Service Management – Phase 1: Understand ESM and Get Buy-in
- Enterprise Service Management Executive Buy-in Presentation Template
- Enterprise Service Management General Communications Presentation Template
2. Assess the current state for ESM
Determine the current state for ESM and identify the gaps.
- Develop a Plan to Pilot Enterprise Service Management – Phase 2: Assess the Current State for ESM
- Enterprise Service Management Assessment Tool
- Enterprise Service Management Assessment Tool Action Plan Guide
- Enterprise Service Management Action Plan Tool
3. Identify ESM pilot and finalize action plan
Create customer journey maps, identify an ESM pilot, and finalize the action plan for the pilot.
- Develop a Plan to Pilot Enterprise Service Management – Phase 3: Identify ESM Pilot and Finalize Action Plan
- Enterprise Service Management Customer Journey Map Template
Workshop: Develop a Plan to Pilot Enterprise Service Management
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 delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.
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
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.
1.5 Develop a general communications presentation.
Outputs
Executive buy-in presentation
General communications presentation
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
2.1 Understand your organization’s mission and vision.
2.2 Assess your organization’s culture, governance, skills, and tools.
2.3 Identify the gaps and determine the necessary foundational action items.
Outputs
ESM assessment score
Foundational action items
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
3.1 Make a list of your services.
3.2 Prioritize your services.
3.3 Build customer journey maps.
Outputs
List of services
Customer journey maps