June 13, 2018
IT departments all over the world are getting very good streamlining service. In fact, ITSM has been so successful that other departments want to provide the same level of service.
Gardner knew that IT could set up similar processes through Samanage, and to his credit, he also recognized that the entire organization could run services through one familiar platform for employees. He describes a five-step process to roll out a complete service platform throughout the organization:
Marketing is an important service provider to all employees. They create a variety of customer-facing resources. The service catalog can help create efficient processes for these projects to help ensure employees get what they need from the marketing department.
As an internal service provider, your job is to give them everything they need to perform at the highest level, with as little friction as possible. This is employee service, and you can apply many of the same principles of customer service. You want to track their needs, measure your successes, make adjustments, and build a strategy around this data to deliver the most effective services.
There are a seemingly infinite number of ways to use data in service delivery, and people think of new ones every day. Here are two methods you can use to collect and leverage data for better internal service (we’ll explore two more next week)
Though it’s a bit cliché to “expect the unexpected,” that’s what we ask of the facilities department. The service catalog will help them do just that, building out workflows with automated tasks, approvals, data collection, and notifications, helping them deliver some of the most important day-to-day services within the organization.
Typically, internal service is associated with the IT department, but it’s easy to make a case for human resources as the greatest provider of employee service. From the moment an employee first enters the door all the way to his/her going away party, human resources touches countless parts of that employee’s experience.
It only makes sense that HR and IT would share some of the same strategies in service delivery, so they actually intersect quite often.
As product users diversify, we suggest a new term to better capture their service needs. End user is impersonal and generic. We want to think of them as who they are: sales executives, developers, graphic designers — “employees” in the organization.
IT isn’t the only service organization in town. Employee service depends on the facilities department, making it a strategic value center in the company.