IT Service Management solutions that are based on the ITIL (IT Infrastructure Library) framework are a perfect match for non-IT business functions. ITIL is a set of guidelines that advises on how to run IT as a business. These are loose and generic guidelines that can easily be translated to other organizational units.
All organizational units provide some sort of service. For example, Facilities provides cleaning, office equipment and safety services. All service providers receive requests, they manage approvals, they require metrics and following a process will likely help business run smoothly. ITIL has helped IT move from constant firefighting to more careful planning, better communication and structured service delivery. Leveraging standardized best practices to help non-IT organizational units “run like a business” certainly cannot hurt.
Non-IT Business Process Uses
· Facilities Management
· Human Resources
· External Customer Support (Call Centers)
· Sales Tracking
· HIPAA Patient Management
· Project Management
Many organizations that have extended their ITSM solution to other departments started the journey with a Service Catalog. The catalog of services demonstrates that business services can be requested and automatically tracked. Presenting business services in a simple and familiar structure to users encourages them to formally submit requests.
If you are having trouble demonstrating how an ITSM solution can extend to non-IT business processes, create a sample business service catalog to start. Stock this catalog with services from various departments, such as requestable office furniture, name change requests and keyboards and mice. Demonstrate to the other organizational units the diverse functionality and intelligence that can be configured to route the requests to the proper teams based on automated workflow. For example, the process employed when there is a request for a New Hire. The new hire requires office space, furniture, telephone, and IT equipment. The fulfillment process involves the coordination of tasks across multiple groups including HR, facilities, telecommunications, and IT.
Without automation the on-boarding process will be chaos.
Just imagine the ability to request office space for a new hire within a service-catalog, automate routine maintenance checks on fire alarms and report on trends within your external customer service department, all in a process controlled environment.