Welcome to the Symfoni ESM blog

We keep you updated on ServiceNow and the latest trends, news, tips and best practices within Enterprise Service Management

allonboard.png

Computer software and the science behind it can be understood at a very advanced level by brainiac computer guys in IT. But at its very core, it can be explained in a simple way; binary code breaks complex data into one of two possibilities: either a “0” or a “1”. A short string of eight digits using zeros and ones can create 256 alternative values. This brilliantly simplistic approach can also be applied in understanding business.

There are just two categories of business that exist;

  • The business that reacts only to what is happening today.
  • The business that plans for tomorrow.

It is probably obvious which business is more sustainable and likely to succeed in achieving their goals. Planning for tomorrow is not easy, but the businesses who does this will experience better results in the long run.

As you know, making an investment should always be measured on the forecasted ROI. But you might need to find some other values to showcase for other departments, those who might not see the obvious benefits of a new system. Hopefully we can give you a few tips on how to get everyone on board when investing in a whole new system for your business.

Ask the right questions

Savvy businesses do not just look at the financial cost, but understand an investment in terms of what value it will add to the business operation. Not just ask “will it save money?”, but also questions such as “will it help improve our service proposition to existing and potential clients?” For example: ”Can it speed up our overall delivery time or streamline legal and HR processes?” or “What existing issues within the organisations can this system help solving?

Highlight the value

When an enterprise has an existing ITSM tool that already perform some core IT management functions, it might be difficult to justify investing in an entirely new solution. (The IT management might be happy with the current system and they might see this as a change for the sake of changing.) The clue here is to show all departments the value of a system that connects the entire organisation. Show each department what they can gain from this, be specific and address their specific needs and worries.

Invest in growth

When you have the IT management on board, you might be having difficulty persuading the CEO or other high up decision makers, to see the value of making such a large commitment. Let’s not shy away from the fact that implementing a whole new system can be expensive and senior management never like hearing the word ‘expensive’. When trying to explain the value of this type of investment, it will be important to highlight the issues the system can solve and what kind of positive results you can expect in the future.

This is the perfect time to open up a spreadsheet and do some number crunching. Your CEO will probably not be as easily convinced if you present the same points you made with each department. Numbers that actually predict the growth, efficiency and ROI of the investment is the type of points you need to make with your CEO. Remember, you are doing this for the sake of the company - let it shine through.

READ MORE: 8 ways to measure ROI for multiple departments.

More than just numbers

When looking to invest in a new service management tool it is important to not get stuck worrying about the cost, but to simply react to what is happening in your business today.

You are not investing in a simple business tool, but a whole new approach to how you do business. Yes, that all sounds very aspirational, but it is true. We see this happen again and again, when an organisation invest in a new service management system there is a shift within the organisation - for the better.

Here are some of the benefits you can get from investing in a new tool:

  • Having a true enterprise service model increases your value proposition for both existing and potential clients, with improved client delivery and support
  • It optimises your business processes immediately, but also future-proofs your company with an innovative approach with the ability to evolve and incorporate new services or systems
  • You only need to maintain one truly integrated system with consistent data streams, instead of maintaining several systems and managing data across several platforms
  • Employees only need one log-in and learn how to use a single UI platform
  • Analysing and reporting on KPIs is quick and easy with more accurate data, as it is pulled from your entire operation network. Standardised KPI parameters and report formats across your departments improves understanding and consistency throughout the company
  • Many manual processes are automated, saving huge amounts of time and replacing inefficient email channels for follow up and resolution processes
  • Event and problem management processes becomes much quicker, with more transparency as automated tickets provide easy to track data streams for all stakeholders. This reduces money lost to inefficiency and delays, but just as importantly offers a better client service for your customers
  • Teams and departments can resolve problems or perform actions via self-support modules where previously they needed IT support or permission from someone with advanced system credentials
  • For example, an employee can access and update their own HR file instead of needing to go via someone in the HR team

From ‘if’ to ‘when’

Yes, the future savings you get from optimising your various processes and reducing costs on inefficient or outdated methods can be a persuasive argument on their own. But the benefits each individual employee will see from implementing a new system, can possibly be of even greater value to your business than the savings.

In today’s business world, it is not enough to exist; the proliferation of cutting-edge technology across all industries, means that every organisation has to prepare for the future whilst still serving current needs.

To compete as a full enterprise business in the modern economy, the question of if you should invest in a new service management tool should always be revised from ‘if’ to when.
For many businesses, the when is now.


New Call-to-action

   

Recent Posts

About Bjørn Jarl

Bjørn has many years of experience from the European IT market by leading German, Finnish and Norwegian owned companies in Europe. In Symfoni Bjørn is focused on building the culture of the company as a main determinant of the company`s success.

Recent Posts