Shared Service Management – Extending ITSM to Non-IT Organizational Units

The position of era in enterprise is more important than ever earlier than. There is new strain on IT and financial sources to assist other departments, which includes Human Resources, Facilities and Customer Service, automate their enterprise approaches. In addition, tech-savvy give up-customers are worrying self-carrier for the entirety they do.

Traditionally, corporations have utilized manual bureaucracy or bought singularly targeted, factor tools designed to automate particular features pushed by using separate commercial enterprise necessities and investment streams. Unfortunately, these Business Process Management answers are commonly disconnected from the business, require huge customization and are too high priced to healthy the price range constraints of a single organizational unit. Not to mention the weight on IT to collect, hold and aid nangs delivery multiple point solutions.

The reality of the problem is that most organizational gadgets are interested by automating similar workflow activities. For instance, receiving a request from an end-user, assigning that request to a crew member, acquiring approvals, tracking and reporting progress, and so forth.

At the identical time, groups are trying to reduce costs and are seeking ingenious methods to get greater out of their cutting-edge systems.

Responding to the Demand

How does an organisation respond to the call for for commercial enterprise manner automation answers without breaking the bank or setting undue burden on IT resources?

A single answer that is:

Agile enough to satisfy the hastily converting needs of modern enterprise
Flexible enough to fulfill the wishes of diverse organizational gadgets, their methods and their users
Secure enough to preserve confidentiality between information from various organizational gadgets
Simple sufficient to deliver price in a short time and with out customization
Extensive enough to combine with a variety of branch particular tools
Beyond IT

IT Service Management solutions that are primarily based on the ITIL (IT Infrastructure Library) framework are a really perfect healthy for non-IT enterprise capabilities. ITIL is a set of tips that advises on how to run IT as a enterprise. These are free and commonplace pointers that may without problems be translated to different organizational devices.

All organizational gadgets provide a few sort of provider. For example, Facilities affords cleansing, office gadget and safety offerings. All carrier providers get hold of requests, they manage approvals, they require metrics and following a system will probably assist commercial enterprise run easily. ITIL has helped IT move from regular firefighting to more careful making plans, better conversation and structured provider delivery. Leveraging standardized nice practices to assist non-IT organizational gadgets “run like a enterprise” honestly cannot harm.

Non-IT Business Process Uses

· Facilities Management

· Human Resources

· External Customer Support (Call Centers)

· Accounting

· Security

· Legal

· Sales Tracking

· HIPAA Patient Management

· Training

· Marketing

· Project Management

Getting Started

Many agencies that have extended their ITSM technique to other departments started out the adventure with a Service Catalog. The catalog of offerings demonstrates that business offerings can be asked and robotically tracked. Presenting business services in a simple and acquainted shape to customers encourages them to formally publish requests.

If you’re having hassle demonstrating how an ITSM answer can increase to non-IT enterprise methods, create a pattern commercial enterprise carrier catalog to begin. Stock this catalog with offerings from various departments, together with requestable workplace fixtures, call change requests and keyboards and mice. Demonstrate to the alternative organizational units the various functionality and intelligence that can be configured to route the requests to the proper teams based totally on automated workflow. For instance, the process hired whilst there is a request for a New Hire. The new hire requires workplace area, furniture, telephone, and IT gadget. The achievement procedure entails the coordination of obligations across a couple of businesses consisting of HR, centers, telecommunications, and IT.

Without automation the on-boarding method might be chaos.

Just believe the capability to request office space for a brand new hire within a service-catalog, automate routine protection tests on fireplace alarms and document on traits inside your external customer support branch, all in a manner managed surroundings.


Leveraging the once traditional ITSM capability (which include ticketing, carrier catalogs, self-provider portals, exchange management, approvals, expertise control, provider degree agreements and workflow) for non-IT Service Management the usage of standardized nice p