Some call it Enterprise Service Management, you could call it ‘adaptability’. Either way, Enterprise Service Management – ESM – vs ITSM is ever-growing in practice. ESM, applying the principles of ‘Service Management’ commonly found and optimised within IT, to other departments of the organisation of whom ‘service’ is requested and subsequently delivered – HR, Facilities, Logistics, Risk & Best Practice, Customer Service to name a few – can extend significant benefits, such as reduce response times and apply continuous improvement principles to other service domains.
There’s no better way to explore the possibilities than to share reality: here are some of the ways that Sunrise customers have deployed Enterprise Service Management beyond the IT department.
In the words of Housing Association, Curo:
“Since Sunrise ITSM went live, Curo has been able to extend the platform to other departments. The facilities management team now use it to log requests from employees, such as replacing office equipment, while the HR team is running onboarding through the platform. All new starters are registered via Sunrise, ensuring that they receive the right devices and technology for their role, making the set up process smooth and straightforward. Building on Sunrise’s asset management capabilities, a future plan is to log all tools on mobile tradespeople’s vans via the platform.”
Responding quickly to the Covid-19 pandemic, North Wales Fire & Rescue Service created a logistics service to deal with home working staff, which was quickly overwhelmed by trying to keep up with requests on a spreadsheet. Building a logistics service desk in Sunrise was easy, “Within a day, we had built a dedicated service in Sunrise with a dashboard on the self-service portal and visibility through the mobile app”. “Utilising Sunrise has enabled the Logistics Cell to monitor and task requests with ease and in a timely manner. As the requirement for logistic support grows, so does the bespoke Logistics Sunrise to enable reports, filters and scrutiny of workload to be undertaken.”
Wealth management specialist Charles Stanley, is using the Sunrise ITSM SaaS platform and has plans to extend it to the management of suppliers and contracts within their own finance department. The CS Direct online business is also migrating to support end-clients on the ITSM platform.
Public Sector always has a keen eye on efficiency, and Borough of Poole has deployed the service management platform across three other business areas.
Meanwhile, Law firms are no exception to those organisations seeking to widen the ROI of their ITSM software, and at Womble Bond Dickinson, the Risk and Best Practice Group’s helpdesk which advises on a range of regulatory and operational requirements is using the service desk software. The Business Assurance Unit has similar plans for its client and matter management services, conflicts and information barrier requests, followed by the Facilities Department, which will use it for incident reporting and request management. Commenting on the way ahead, Kevin Gray, WBD’s Operational Risk Director said “We’ve made some good early progress and with the knowledge that has been built up, we’re confident that we will achieve our longer-term ambitions to integrate Sunrise as the main Helpdesk platform for all of our support team services throughout our UK business,”
So, is seems that Enterprise Service Management really is a lesson in being adaptable – for ESM vs ITSM, with core processes and functions in common across so many departments, the sky really is the limit.