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Arnie McKinnis | August 04, 2016

Driving Business Innovation with Service Management

Welcome back to the series – 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution. If you missed previous posts, catch up with the links below.


Question #5: Besides IT, what other services can it manage?

Technology is the underpinning of every modern organization. There is not a single company on the Global 2000 list that doesn’t significantly invest in the technology their employees use daily. Whether looking at internal organizations like Accounting and Human Resources, or market-facing areas like Sales and Marketing, underlying technology infrastructure is critical for the success of every department.

Extending service management beyond IT

Service management solutions have traditionally been used by the IT organization to support the technology needs across the entire organization and its technology users. Today, with the emerging SMAC trends (Social, Mobile, Analytics, Cloud), IT has a whole different focus. They’ve been tasked with helping to solve issues, create services, and integrate disparate technologies, while effortlessly moving information across multiple organizations.

That means the IT organization must know a lot about services—namely designing, delivering and managing them. The question is: How can the rest of the organization leverage that knowledge?

Removing tech silos and partnering with the business

Underlying business processes, from purchase orders to employee onboarding and even travel, are key to business productivity. However, these processes are increasingly being managed by disparate tools in different departments, creating technology silos and islands of data that results in a disjointed experience for the end-user.

Even more challenging is the Internet of Things (IoT) explosion, allowing smart devices and even non-IT assets to connect to the Internet. IoT has skyrocketed the number of company-owned or controlled assets needing to be tracked, inventoried, and managed—leaving the IT department with more complexity than ever. And as smart devices come online, they become available to be integrated within new IT services, increasing the amount of data collected, managed, and analyzed.

When the service management solution and the extensive knowledge of the IT organization is leveraged more broadly, across the business, beyond IT, then IT becomes the manager of service creation and integration. As a result, IT becomes a much higher driver of value into the business. Technology silos can be erased while IoT data is available for all areas of the business within a single tool. The IT organization evolves into a strategic partner and onramp to a true Digital Workplace in the productivity and growth of the business, beyond the ability to just manage IT assets or process tickets.

Broad service management capabilities

EasyVista allows enterprises to strategically align service creation and management using a single solution to serve every department. Service creators and administrators in departments outside the IT organization have access and views unique to their needs, yet shared with others. Perhaps most importantly, from their first day at work throughout their time at the company, these employees have a single tool and one unified view into service requirements.

To ease the creation of new services or to improve existing services, EasyVista leverages the ITIL best practice framework. Since 2000, EasyVista has been PinkVerified™ across 11 different ITIL processes, proving its commitment to industry best practice standards. With this expertise, EasyVista extends across a broader spectrum of functional business areas, including Human Resources, Facilities/Operations, Finance, Sales/Marketing and more.

Your IT organization, through years of leveraging best practices such as ITIL, is in a better position to help business functions implement new technology, applications, and services. EasyVista, through its support of ITIL, codeless programming, and management of the underlying technology, takes the burden off IT to be the “creators” of all services. It places your IT organization in an advisor role—helping coach these organizations in creating easier to use technology-based services.

Learn More

Catch up on this full series: 10 Must Ask Questions When Buying (or re-signing) a Service Management Solution

Post 1 – Overview
Post 2 – Closing the Gap Between User Expectations and IT Service Realities
Post 3 – The Emerging Mobility Challenge: Supporting User Productivity in a BYOD World
Post 4 – Services Must be Easy to Deliver to Achieve Service Management Success
Post 5 – Delivering Rapid Business Value with Easy Codeless Service Design
Post 6 – Driving Business Innovation with Service Management
Post 7 – Why Mobile-first Matters in a Service Management Solution
Post 8 – Select Seamless Integration Capabilities for First-rate Service Delivery
Post 9 – How to Calculate Total Cost of Service Delivery of an ITSM Solution
Post 10 – 5 Things That Prove a Service Management Vendor is Invested in Your Success 
Post 11  Best Practices for Forming a Successful Partnership with a Service Management Vendor

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Arnie McKinnis

Arnie McKinnis is an industry insider with 30+ years experience in the high tech space. For the past decade, Arnie has helped develop and launch “as a Service" cloud, Service Management, and Service Integration technology products, delivering true value in the marketplace.