How MSPs can help start your “X Service Management (XSM)” Journey?

This is the FIRST article in a series describing how Expanding the Scope of IT Service Management (ITSM) may benefit your business in the same way that XaaS has benefited firms like Spotify, Netflix, and Amazon by converting shoppers into engaged customers. In this post, we’ll discuss What Transforms ITSM into “x Service Management (xSM),” where “x” denotes the following department that wishes (needs) to use your system. 

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The Evolution from ITSM to xSM 

IT departments turning inward and providing services to their employees and customers while limiting their dependency on external resources are becoming increasingly common as the COVID-19 epidemic limits interpersonal engagement. To boost productivity and overall system efficiency, several businesses have deployed Artificial Intelligence (AI) and Machine Learning (ML) systems alongside traditional IT Service Management (ITSM) solutions. In this scenario, which has played out in many organizations, what happens until one of these “key” departments—which many companies already face—decides to break the mold by asking for tailored access to your products and services? Do you have the resources available to fulfill their request, with the only exception being development, testing, and deployment of code changes? Leveraging MSPs can help manage your low-code/no-code platform, gives you a solid opportunity to let your workflows go beyond ITSM to another level —something we call “xSM.” 

The ‘x’ in xSM refers to any department within your organization that requires additional features and capabilities than your Service Management (SM) system is currently set to provide. Each department ‘x’s in your firm desires (or, more likely, requires) a distinct solution. For example, your marketing department needs a solution to track advertising campaigns, cash expenditures, and changes to datasheets. On the other hand, your facilities department requires a system capable of managing requests for everything from starting up a business data center to relocating printers, allowing access to rooms and buildings, controlling air temperature and hundreds (or thousands) of other activities, and duplicating your existing ITSM system across departments without altering fields, labels, forms, and workflows results in a lousy user experience. A more efficient and successful method is to assign a particular self-service portal to each department ‘x’ within your firm, creating a specific gateway for each user.  

The Benefits of “x” Service Management (xSM) 

A service-oriented strategy improves an organization’s operation by applying a specialized solution to each subject department. Assign each department the task of delivering distinct services to the workforce of your entire corporation. Every department is a solution to every other department. This helps your full firm to give enhanced services to internal and external clients. It’s a workflow that improves productivity, efficiency, and overall product and service quality. 

Easy use of xSM requires being able to make changes without even any specialized coding expertise. The Marketing team can adjust the track or keep track of it if they only seek outside assistance. As it happens, every department “x” can manage its xSM body portal with limited outside assistance and minimal training. low-code/no-code setup. 

Lower Operational Costs—By consolidating several departments on an xSM system, you may simplify procedures and communicate data across them. For example, when a new employee begins the training program, the request starts with human resources, which sets up payroll and health insurance, then moves to facilities. This helps sets up a new office or cubicle, then to Security, which requests a new employee access badge, and finally to IT, which requests new computer and network account credentials. While the process stages may vary based on your organization and sector, the result is the same—cost reduction. 

Total Visibility—You understand that each division in your business contributes value in its unique way, but how can you tell when one department’s output ends and another begins? With xSM, you can precisely define your organization’s borders and use this information to construct a “map” (i.e., graphical workflows) that illustrates which departments are engaged in which activities. Additionally, this map enables you to discover bottlenecks and inefficiencies inside your business. 

Fewer Interdepartmental Silos—Unless your firm is structured as a matrix organization with top management’s backing to operate as one huge team, the majority of departments typically work autonomously unless they require the services of another. As a result of this, interdepartmental silos form, resulting in segmented cognitive processes. An xSM system dismantles these barriers by outlining clear collaboration channels, instituting openness, and stimulating creativity. 

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Improved Self-Service Efficiency— A self-service portal (also known as an on-demand portal) is a website that assists in locating answers to queries and addressing concerns. An SSP enables users to do research and answer questions on their own without using live support workers. Incorporating an xSM system means allowing customers with the correct credentials to perform various tasks, including searching for information, submitting interdepartmental requests for products or services, and handling a wide range of additional requirements. 

When employees spend less time seeking solutions within your business, there is the opportunity to improve the experience for external consumers. As an example, suppose a light bulb goes out high above your local hospital parking lot. With a low-code/no-code xSM scheme in place, any hospital employee can submit a Facilities phone call to have the faulty bulb replaced quickly and easily. Furthermore, the progress of the request can be recorded by everyone involved in the process—from the employee who published the request to the contracted maintenance worker who replaced the bulb to the finance person who paid the invoice. Because of this collaborative process, the light is restored swiftly. The parking lot is appropriately lighted, ensuring that visitors and patients safely go to and from their vehicles at night. 

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