The Changing ITSM Landscape: Focusing on Employee Satisfaction

February 5, 2019

The Changing ITSM Landscape: Focusing on Employee Satisfaction

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Employee Service Management Leads to Greater Employee Satisfaction

There’s a lot changing within the IT Service Management (ITSM) model, but perhaps one of the highest profile changes is actually taking place outside of IT. For example, many companies are beginning to take ITSM beyond IT, in the form of employee service management. It turns out that ITSM and its toolkit has much to offer beyond the realm of IT.

The best practices of ITSM are applicable well beyond the help desk, especially when it comes to applying DevOps, Agile, and Lean principles to processes and issues across various teams. If you’re looking for a framework to drive accountability and appropriate change throughout your organization, then it may be time to look toward the application of ITSM through Customer Experience and Employee Service Management models.

In this post, we’ll take a look at this trend in some depth and give you suggestions on how to drive employee satisfaction through the application of employee service management principles.

The Rise of CX and ESM in ITSM

ITSM is no longer viewed as a single-track approach. Where once ITIL and its rigid structure (which is often reliant on documentation and adherence to a wide-ranging set of principles) was the only (or at least the primary) game in town, other frameworks have crept in, augmenting ITSM by partnering with ITIL.

Initially, these alternative frameworks – DevOps, Agile, Lean – stood in opposition to ITIL, but as the ongoing digitization of the workplace has coupled with consumerization, these frameworks have become more like options on an ever-increasing menu of best practices. These practices now include CX (Customer Experience) and ESM (Employee Service Management).

Where the really interesting changes in the application of service management principles are happening beyond IT, is in the integration of ITSM practices and frameworks within other teams across organizations. This includes teams like human resources (HR), facilities, legal, marketing, and sales. As best practices are spread around and driven home by advances in the application of new technologies (AI, automation, and digital transformation and consumerization), the end result is better communication, productivity, responsiveness, and employee satisfaction across organizations.

ESM and Its Potential to Maximize Business Value Beyond IT

IT can sometimes feel like a world of its own. Sure, there is typically interaction beyond the department, particularly through the help desk, but IT can often feel isolated from the rest of an organization. Sometimes, this happens by design, but in general, this represents a missed opportunity for both the IT group and for the organization as a whole.

For IT managers and workers, it’s very important to avoid being a spectator and to become part of business conversations that allow IT to be a driver and co-creator of business value. One key way to drive this interaction is through Employee Service Management efforts. ITSM thinking, as expressed through ESM, can have tremendous value beyond its application in matters pertaining solely to IT issues.

ITSM Across Organizations for Employee Satisfaction

As the digitization of organizations continues to deepen, the application of ITSM can add to the value proposition of both digitization and automation. IT departments can take a strong leadership role across organizations through Employee Service Management efforts. Employee satisfaction is fast becoming a key indicator of organizational health and maturity, and it can further be achieved through the adoption of ITSM.

For more tips on improving employee satisfaction, visit the Samanage blog.

Want more information on Employee Satisfaction and ITSM? Check out these additional resources:

Customer Spotlight: 5 Employee Service Management Leaders that Use Samanage

Implementing 5 Essential ITSM Best Practices Throughout Your Organization

ITSM And Digital Transformation – Understanding Digital Transformation

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Like many IT professionals, Liz’s entry into the tech industry was unconventional. With plans to pursue a career in public relations, Liz’s career quickly took a turn toward technology. She got her start working as a customer success manager with a research platform for the financial industry prior to joining Samanage, now SolarWinds Service Desk. Prior to becoming a SolarWinds Head Geek, Liz served as the technical point of contact for SolarWinds Service Desk customers. In this role, she combined the best of both worlds: her passion for communicating with prospective and existing customers while leaning on her multiple ITIL certifications to provide ITSM best practices to help alleviate pain points, work smarter, and streamline service desk operations. Liz is a formally trained public speaker and is actively involved in the service management community, participating in and hosting podcasts, webcasts, panel discussions, and speaking at large-scale industry events. She attended James Madison University where she earned a B.A. in Communication Studies. She's ITIL 4 certified and has never met a dog she didn't want to adopt.