Many companies still struggle with manual business processes in non-IT departments such as human resources, supplier management, or customer service.
Enterprise Service Management is regarded as the solution approach to boost efficiency and to automate company-wide workflows. This includes the use of management practices developed initially for IT, such as ITIL 4, with the aim of providing a common service management platform for all company departments.
Sounds logical, but the practical implementation is not trivial. The challenges are:
- convincing the business departments to use a common service platform
- the lack to adapt special software solutions
- the uncoordinated processing of different service orders
- the lack of knowledge in IT about the individual requirements of the business departments and in the business departments about service management.
Markus Bause and Klaus Ziegerhofer show best practices and live demos how to implement standardized enterprise service processes.
Chief Product Manager