Enterprise Service Management

Service Management explores how value is added:

• how people in a team add value
• how teams within a department add value
• how departments within a company add value
• how the supplier-company-customer chain adds value

 
While modern Service Management theory has it's roots in IT as ITSM, the skills are transferable to the whole enterprise. It is also applicable to solo and micro businesses: the supplier in the example below is a low-tech manual service that has been around for more than two millenia.
 

I find the hardest part of being a Service Management Analyst is convincing people that an outsider can add value to a business that they are expert at.
 
Here is an example of a success:

I worked with a brick-and-clicks retailer, and high-lighted a niche market they could exploit. They were including some information that they considered to be of 'passing interest' in most cases. The recommendation was to provide a focus on that information. They applied the recommended changes to their web site and advertising, resulting in immediate increase in online sales of 40%.

 

Our business model is based on:

• Training presentations and workshops
• Documenting processes
• Providing DIY check-sheets
• Carrying out process reviews, including incident and problem reviews

 

For more information on how we can help you with improving Service Management by adopting the ITIL framework, please write to robert@esm.solutions