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Service Oriented Enterprise
Service Oriented Enterprise
Executive Summary
Enterprise Service Management (ESM) is the application of service
management models, tools and practices to other non-IT service domains
within the business with the objective of achieving higher productivity in
those areas. By applying support methodologies you can help the rest of
the business gain control over the flow and execution of internal processes,
streamline internal service delivery and divert more resources to strategic
improvement and transformation projects that will drive the business
forward.
The role of the CIO is to drive the use of technology that increases
business productivity and efficiency. In a recent survey of business
stakeholders, nearly 30% of respondents stated that the CIO was the most
important business leader in driving business transformation higher than
any other senior executive (including the CEO). The Deloitte CIO survey
highlighted that 82% of CIOs are focused on enabling new business
requirements. Where business applications drive transformation through
the automation of core business processes, ESM drives productivity by
improving the flow and execution of back-office work that supports core
business. Founded on service management principles that have grown
organically within IT, ESM represents best practice techniques and
technology to make a real mark on the business.
Contents
Introduction
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Conclusions
Introduction
The activities that happen across
large organizations are complex and
diverse. Core business processes
deliver outcomes directly to customers.
Internal business infrastructure
and operations support these core
processes. HR, Facilities Management,
Procurement, Administration and
Legal are all part of the value network
jigsaw, even though they dont play a
direct part in the supply chain.
Every day, your staff need help from
colleagues in other departments to get
their jobs done. They all have a part
to play in the value network and they
often need support from elsewhere
in the business to progress tasks.
Running a business is all about helping
your people to work together to get the
job done to create business value
as quickly, efficiently and effectively as
possible. When you look at the whole
phenomenon at an organizational
level, it is a vast network of complex
workflows. This is the pulse of the
organization.
Some of this flow relates to your core
business processes, controlled by
enterprise software tools like SAP.
These core processes are the things
you absolutely have to do well to thrive
as a company. But that isnt the full
picture. Every day there are many
hundreds (or thousands) of internal
transactions that happen between
business functions and individuals
at a more granular level: asking for
help, requesting information, or letting
another team know there has been a
quality problem.
Better demand/request
management Digital tools to
manage inbound demand more
efficiently. Get your people off the
phones and into execution mode
actually sorting out problems and
delivering value instead of getting
tied up logging an ever-increasing
list of issues.
Better process/workflow
management Supporting
consistent quality of output by
implementing clear processes
which are known to deliver the
required result for the service
customer - within feasible time and
cost constraints.
Service-oriented strategy,
design, transition, operations and
improvement.
Process-driven activity
management.
Integration
It is wrong to say that all business
departments are green-field sites
when it comes to efficient process
management.
Some internal business processes will
already be supported by existing tools.
Where this is the case, the under-thehood workings of the internal service
are already in place, and the task for IT
is simply to integrate the management
of requests into the Enterprise Service
Management portal.
This will require some technical
integration to connect the ESM portal
(the front end) and the software that
currently handles the execution of the
process (the back end).
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ESM lets you see the value that each department adds to the business. When you
define what a department is to the rest of the business you are also defining the
edges. You can see where one department ends and another begins. Once you
know where the boundaries are, you can make them more fluid and responsive to
changing patterns of demand. Essentially, ESM gives you a map of where value
is created in your organization and the processes that support it, allowing you to
find and eliminate bottlenecks and inefficiencies.
When you have better visibility of operations, its easier to govern what
departments are doing to ensure they are in line with overarching strategic
objectives (e.g. are they providing the right set of services?).
Institute functional
excellence
ESM streamlines the process of managing and executing internal business service
requests, creating greater efficacy and efficiency across all service domains
achieving higher quality of output at a lower cost.
Manage interaction
ESM is, by nature, an antidote to the siloed nature of many large organizations.
It embodies a more transparent, integrated and cooperative mentality where
business functions think more deeply about how they work with other departments
to increase business productivity. By turning barriers into interfaces, the walls
between business functions become windows, and departments become more
tuned-in to the wider business ecosystem.
By providing clarity on which internal services business functions provide for each
other, it is easier to align services provided with demand from other departments.
The availability of a one-stop-shop for all internal services and information sources
means faster access to the tools that your people need to be the most productive.
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Executive buy-in
Business relationship
management
Making ESM work requires strong
communication between IT and all
of the other business functions, so
relationship management is critical
to success. Traditionally, this is not
something that IT is good at, so it is
important to find (or hire) people who
can liaise effectively with business
functions. The relationship doesnt end
when the technology is launched to
the end user community. ESM is not a
fire and forget technology project. IT
needs to maintain relationships with the
business community in order to support
continual improvement and increasing
value over time. Effectively, relationship
management between IT and outside
IT service domains will become an
ongoing burden for IT.
Conclusions
While customer-facing
business services are
scrutinized and optimized
by the COO, internal
business-facing services
often operate below the
radar.
As a result these non-strategic
processes are often undermanaged
and underfunded yet they represent
a significant chunk of the work being
done by your staff.
In many departments, internal support
activities (servicing the needs of other
departments) take up too much of
the working day - to the detriment of
strategic change and improvement
projects that drive the business forward.
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Axios
For more than 25 years, Axios
Systems has been committed
to innovation by providing
rapid deployment of Service
Management software. With
an exclusive focus on Service
Management, Axios is recognised
as a worldleader, by the leading
analysts and their global client
base.
Axioss enterprise software,
assyst, is purpose-built, designed
to transform IT departments from
technology-focused cost centers
into profitable business-focused
customer service teams. assyst
adds tangible value to each clients
organization by building on the
ITIL framework to help solve their
business challenges.
Axios is headquartered in the UK,
with offices across Europe, the
Americas, Middle East and Asia
Pacific. For more information about
Axios Systems, please visit us:
www.axiossystems.com
@Axios_Systems
/axiossystems