IT and Enterprise Transformation 101: Why Enterprise Service Management Matters

[MichaelDortch]

This may be one of my shortest blog posts ever. Why should prove obvious pretty quickly.

As Michael Porter taught us, the purpose of any business is to achieve sustainable competitive advantage. How best to do this?

Every enterprise activity is basically some combination of requests, efforts to fulfill those requests and services that enable those requests and fulfillment efforts.

At most if not all enterprises, most if not all business-critical services are enabled and delivered via IT facilities.

IT's primary business value is directly connected to IT's ability to enable, deliver and manage the facilities and services that enable those business-critical services, within and beyond IT.

The single most critical success factor for most if not all enterprises is therefore the ability to manage those business-critical enterprise services, across the enterprise and the complete lifecycle of each and every service.

Success with enterprise service management requires effective deployment of processes and technologies proven effective and optimized for this essential task.

In many if not most enterprises, such proven processes and technologies likely already exist within the departments most experienced at successful delivery of enterprise services.

In many enterprises, the department with the most experience in successful delivery of enterprise services is IT, but HR, facilities management and others can also be strong candidates.

Replicating and scaling enterprise service management processes and technologies proven at the departmental level can empower a business with a single process-and-technology platform that is consistently effective across and even beyond the entire enterprise.

A single, proven and consistently effective process-and-technology platform that enables enterprise service management is arguably the most sure and sustainable path to competitive success for every enterprise

And that is why enterprise service management matters. And why you should explore ServiceNow's customer success stories, online Community, user groups, Knowledge14 content and offerings. Some or all of these might just help to enable and accelerate the journey to success with enterprise service management, for you and your enterprise.