Service Management at the Centre

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November 30, 2016

Service Management Software at the Centre of Business

Enterprise service management, shared service centre, multi-departmental interaction: these are commonly heard terms within the service management world. But what does it all mean?

A core aim of enterprise service management is to unify data within a central repository. This means that data from multiple business areas and departments can be recorded, shared and analysed within a central software tool, and can be accessed by those who need to get to it. This sounds obvious, but a common problem that organisations encounter is the ability to ensure all communication and analysis regarding valuable business data is accounted for.

For example, it may be the case that communications are conducted purely via email. This can work between two people pretty well, but what if there are multiple groups, at various levels requiring to be involved in discussions? Emails get lost in a thread, users forget to add CC addresses, urgent information is stuck in someone’s inbox (and they’re on holiday for the week.)

So this is where service management software comes to the fore. Instead of threads of communications flying between users in all directions, communications can be recorded in a neat audit trail against a single ticket.

So what is a ticket? Well, in service management and service desk tools, a ticket can be an Incident if something breaks. A Request if something is needed. A Problem if there’s an underlying issue causing Incidents. A Request for Change if an alteration to the business infrastucture is required. A Work Order if there is a facilities management issue. A Complaint if the software is used for external case management. A Freedom of Information Request if the tool is used by the public sector for FOI management… And the list goes on!

What this means is that service management software has the flexibility to allow businesses to create a unique environment in which to handle multiple business processes. Users with appropriate permissions, no matter which business area they belong to, can access this shared service, and view the complete process of a ticket. All communications, updates, guides, attachments, contacts, asset details, contracts, can be recorded against the central ticket, creating a single point of contact and repository record that can be analysed easily.

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