Why isn’t the rest of the business using ITSM?
Aleks Yenin of Polontech explains why we need to rethink the way Enterprise Service Management is positioned and sold to the business.
The talks about applying ITSM guidelines in non-IT businesses and business functions begun more than five years ago. Throughout those years ITSM evangelists and pioneers of ITSM-outside-IT have discussed the process and capabilities of such migration, almost unanimously endorsing it as a great effectivity booster and costs-cutter. Yet despite these efforts, Enterprise Service Management hasn’t become common for the non-IT sphere.
According to Atlassian statistics, only a quarter of all organisations have adopted some kind of ITSM guidelines and half of them have never considered applying ITSM in their workplace. As I see it, sometimes companies think ITSM means “Service Management for IT” and they immediately lose interest without getting to know what is it about. Sometimes management has carefully studied ITSM and understood what benefits it brings, yet neither them, nor their technical team know how to correctly apply it in a wider business context. ITSM is definitely not reserved for IT-sphere and it’s more than the number of notions ITSM-newbies can find like service catalogs, fixing issues, and fulfilling requests.
To both these categories of ITSM beginners, we advise turning to professional consultancy to make a correct first step into ITSM. Throughout my work history as an ITSM consultant at Polontech I have had a few service management implementation cases and can say this for certain: ITSM transforms operational performance of a company. Here’s one success story.
Globaltechexport is an engineering company from Russia. It provides process equipment supply and turnkey construction for oil and gas facilities, as well as thermal and electric power facilities. The company has been on the market for quite a long time and recently have felt the need to keep in tune with the times. They required an automated system for working with external customers. Globaltechexport described an infrastructure that could register and manage the incoming customer requests and requests for project realisation, that could track all stages of project work and give access to all the necessary technical information without shifting to the database each time it’s needed.
Globaltechexport set forward quite a sophisticated range of claims for their new system, and to potentially satisfy them was quite a challenge. Yet we have had a fair share of hard cases like this. We quickly determined companies needs and capabilities, worked out the optimal tools configuration and installed the whole system in just a week.
What we did
Our expert team devised an intricate infrastructure using Atlassian tools. Fundamental elements of the system became JIRA – the tool for request management and project tracking, and Confluence – an ITIL solution which contains all requirements, standards and technical specifications necessary for engineering work.
What is more, we installed the following add-ons for boosting system’s usability. These three were the most significant:
- Project Attributes where one can add all the project features that are relevant and distribute projects into a previously created categories
- Project WBS for breaking down the work into short iterations using Gantt charts
- TempoTimesheets. Team members log their working hours in the system and it automatically attributes them to a certain project. Project managers use it or planning and factual performance rate.
What was the result?
Since installing the new system, all the workflow processes are being logged and tracked in JIRA. Heads of departments find it extremely useful to manage projects through Gantt chart and have all the necessary for work documentation and resources accessible directly at the workflow.
Ideally, the company shouldn’t stop on ITSM and get fully Agile-powered. We believe the company would only benefit from working more flexibly and in iterations. But our experts assume it’s too early for Globaltechexport to have an Agile transformation. At first, they need to master JIRA and Confluence, and as soon as it’s done, they’re ready for Agile.