EB: What is service management technology?
GM: In simple terms, service management technology automates the back-office systems of an organization, making it easier for employees to do their jobs. For instance, employees can request holiday from management or a new printer from the IT help desk, report a broken chair to facilities or raise a pay query with finance – all through service management technology. The simplified approach reduces the burden of paperwork and e-mail and expedites what were once manual processes.
EB: How does service management technology work?
GM: Automation and self-service portals form the bedrock of this approach. Instead of sending e-mails, making phone calls or accessing disconnected tools and spreadsheets, employees can use self-service portals to tap into the business services they need, when they need them. Staff members can then view and resolve employee requests, while providing updates, all through the same platform.
EB: How has service management technology evolved over the past 10/20 years?
GM: Service management originated in IT departments as a way to reduce the burden of calls and e-mails on IT staff. Self-service systems became a go-to, so IT employees could cut down on the amount of time they spent fielding requests.
Today, those same principles apply to other lines of business – including human resources, finance and facilities – moving toward an “Everything as-a-Service” approach. The majority of service management tools are also cloud based, which greatly simplifies adoption and implementation.
EB: How is automation being used in service management technology?
GM: Automation plays a huge role in service management technology. Our research has found that businesses across the UK and US waste £8.15bn a year using different tools to manage similar services across their organisations. By employing a single, automated service management platform, organisations can save money, while increasing efficiency, staff productivity and satisfaction.
EB: How can businesses make the most out of service management technology?
GM: Many organisations already have an IT-focused service management system in place. The key is realizing that the same technologies that save the IT team time can be applied to other areas of the business.
Organisations should assess the business processes currently in use across the enterprise and identify those that can be automated. By extending service management technology beyond IT, companies can maximise their investment and reap big benefits.
The CIO can lead this “Service Revolution,” demonstrating the value of automation and service management technology to other departments.