This is the FIRST blog in our series that explains how Extending the Reach of IT Service Management (ITSM) can benefit your organization much like XaaS has helped companies like Spotify, Netflix, and Amazon turn shoppers into engaged subscribers. In this article, we talk about What Sparks ITSM into “x Service Management (xSM),” where ‘x’ marks the next department that wants (needs) to utilize your system. Our second article explains how to recognize the 5 Key Trends that Indicate ITSM is Evolving Beyond IT. In our third and final article (posting on May 25, 2021), we describe 8 Ways to Break Through the Walls Around ITSM so your company’s digital evolution can run its course.
As the COVID-19 pandemic continues to limit personal interactions, more companies are turning their IT departments “inside out” to provide services to their employees—and customers, while reducing their dependence on external resources. Many companies have expanded their IT Service Management (ITSM) systems, leveraging Artificial Intelligence (AI) and Machine Learning (ML) to automate manual processes and increase productivity across key departments. But what happens when one of these “key” departments suddenly decides to “break the mold” by requesting customized access to your services? Is your team equipped to handle their request, without having to make, test, and deploy code changes? If you happen to be running a low-code/no-code platform like ChangeGear Service Manager, you will find yourself in a strong position to allow your workflows to organically evolve beyond ITSM to the next level—something that we call “xSM.”
The ‘x’ in xSM represents every department in your organization that demands more features and functionality than your Service Management (SM) solution is currently configured to deliver. Each department ‘x’ in your organization wants (perhaps, more likely, needs) its own unique solution. Your Marketing department, for example, needs a solution capable of tracking advertising campaigns, dollars spent, and changes made to datasheets. Your Facilities department needs a system that can handle requests for everything from setting up a new data center to relocating printers, granting access to rooms and buildings, controlling air temperatures, and performing hundreds (or thousands) of other tasks. Simply taking your existing ITSM system and duplicating it in each department without customizing fields, labels, forms, and workflows would create a very poor user experience. A more efficient and effective solution is to apply a unique self-service portal to every department ‘x’ within your organization, which results in a specialized portal for everyone.
The concept of xSM utilizes a service-oriented approach to improve the way an organization operates, internally, by applying a specialized solution to each functional area. Think of each department as a subunit of your company that offers its own unique services to employees throughout your organization. Each department provides solutions to all the other internal departments. This, in turn, assists your entire company with the delivery of improved services to internal and external clients. In short, the idea is to give companies with independent departments a cooperative workflow that boosts productivity, efficiency, and the overall quality of its products and services.
Your implementation of xSM needs to be easy for everyone to use, which implies the ability to make changes without any special coding skills. If the Marketing team wants to change what they track or how they keep track of it, they should be able to do so with very little, if any, help from IT. In fact, every department ‘x’ should be able to manage to their own xSM self-service portal without having any special training and minimal assistance from outside of their own group. That is the power of a platform that offers low-code/no-code configuration. Additional benefits of an xSM system like ChangeGear Service Manager include: