The Role of IT in an Enterprise Service Management Strategy March 14 - - PowerPoint PPT Presentation

The Role of IT in an Enterprise Service Management Strategy

March 14th, 2017 HDI Central Florida Chapter March Event

About Me

Before

• 20+ years as the CEO of an ITSM

consulting firm

• Ranked by Forrester Research
• Worked with the top ITSM

vendors

• ESM thought leader
• Acquired by Cherwell Dec 2016

Now

• Sr. Director of Enterprise Service

Management Strategy

• Global Responsibilities
• Manage Cherwell mApp

Exchange

• Manage Cherwell Technical

Alliance Program

What is Enterprise Service Management?

The Past

Employee Approver Provider IT HR Facilities Legal Finance Marketing Fleet

Employee Approver Provider IT HR Facilities Legal Finance Marketing Fleet Portal

The Future

Why the Need?

Who Is Talking to Your Customers?

Their Value Statements… Easy to Use (Intuitive, Rapid Time to Value) Easy to Do Business With (Predictable Costs) Faster, More Agile and Scalable than Enterprise IT

What ESM Does for IT

➢ Enables better self-service ➢Establishes IT as an invaluable component of the corporate strategy ➢lets IT employees enjoy being creative ➢Matures the Service Level of an organization ➢Saves money

Can I Leverage My Current Solution?

➢Legacy Architectures have not been successful ➢Programming/Coding make it cost prohibitive ➢Too expensive ➢Difficult to administer ➢Solution not extensible ➢Future of the solution in question ➢Not intended as a platform ➢Solution not portable

A Better Design…

• Modern Architecture
• Codeless Configuration
• Native mobile platform
• Affordable simplified pricing
• Portable
• Development & Support strategy
• Will NOT outgrow

The Goals

• Increased end-user satisfaction!!!
• Streamlined internal service delivery
• Increased productivity across departments
• Consolidated Platform
• A better ROI on the corporate ITSM solution investment
• Improved collaboration within and across business functions
• Better service and customer experience
• Improved Reporting Analytics

ESM Strategy

Where to Start

• Business processes that are

email based requests

• Departments with email aliases
• Manual or repetitive processes
• Subject Matter Expert

involvement

• Ask any department the top 3 –

5 requests they deal with daily

Benefits

• Single Pane of Glass for all

Requests

• Single Platform for development
• Reduced applications and

maintenance

• Reporting
• Automation

Customer Examples

QUESTIONS?