Enterprise Service Management Webinar Series Part 1
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Enterprise Service Management (ESM) is an optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes. In this three-part webinar series, we focus on those building blocks to provide a well-rounded understanding of ESM and how it can effectively uplevel your internal and external customer service processes. In Part One of this webinar series you will learn: - The vital importance of cultivating a customer-first mindset - How to adjust your mindset to view your services as products - The power of a product/service roadmap
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Enterprise Service Management Webinar Series Part 1
- 1. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)
- 2. ESM Webinar Series Part 1 ESM Foundations: Do You Understand Your Customer Journey?
- 3. Meet Our Speakers Eric Rodstein Senior Solutions Engineer Cprime Devin Anderson Strategic Product Coach Cprime
- 4. 01 Introducing ESM 02 A Customer-First Product Mindset 03 Product/Service Roadmap 04 Keep the Conversation Going/Q&A Agenda
- 5. What is ESM? Enterprise Service Management
- 6. According to the Service Desk Institute: ● As of Q2 in 2021, 68% of organizations have ESM strategies in flight. This is up from 43% just two years before. ● Of those same organizations, more than half consider their ESM strategies to be “well advanced”, up from just 7% in 2019. ● Just 11% of organizations have no plans to implement ESM, down from 20% in 2019. ● ESM is known by other names in various companies. Some call it just “service management,” while others label it a “digital transformation.” (We believe the latter is too broad to be limited to just ESM.) ● The top three business units to successfully adopt ESM are customer support, business operations, and HR. ESM Facts to Consider
- 7. • An optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes. Enterprise Service Management Defined
- 8. ESM Solution
- 9. Our Approach to ESM Operation
- 10. Shifting to a Product Mindset Understanding the Customer Journey
- 11. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster A process is a set of actions provided by a team based upon a request from a user. A product is the thing that you build or the service you provide that impacts people.
- 12. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Which means you need to know who they are: Pragmatic Personas ● Represent people and clarify goals and value ● Capture guesses and then validate ● Summary profiles of user types Advantages: ● Human-centered ● Simpler design process ● Higher acceptance by users Customer Centricity is About Understanding the Outcomes They Desire Name: Sally in Sales ● Description (who?) ● Flies a lot (>75%) ● Stressed, tired, easily frustrated ● Always in a hurry ● Successful and driven ● Works in software sales Values (why?) ● Speed and flexibility ● When things “just work” ● Perks Goals (what?) ● Respond to clients quickly ● Create a connection with clients even when remote
- 13. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Focus On The User Journey Over Capabilities/Features
- 14. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Focus on Customer Roadmap to achieve incremental value Request → Service → Tasks Strategy → Roadmaps → Journeys → Stories Request Dream Service Service Service Task Task Task . . . Task Task Task . . . Task Task Task . . . Roadmap Service Journey Journeys & Stories
- 15. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Agility in Delivery Blended with Learning
- 16. ©2023 Cprime, Inc. All rights reserved and no copying without express written permission. Turn Ideas into Action Faster Connect Services HR Request Ops Request Marketing Request User Request Request Request Request Request Tasks Tasks Tasks Tasks Tasks
- 17. • Take a product mindset to your service management approach (Who, What, Why) • ESM requires design thinking which is well thought out processes and workflows combined with automation to create a customer centric approach • Understand the requestor's customer journey to be proactive to your customer needs • A service isn’t done once it is delivered - incorporate constant learning from feedback Key Takeaways
- 18. Connect with our speakers on LinkedIn! Eric Rodstein Devin Anderson Check out Cprime upcoming webinars, read our blog, download whitepapers/case studies & more: cprime.com/resources Share with us what topics you are interested in, ask us questions or give us feedback! [email protected] Keep the Conversation Going…
- 19. Share in the conversation & keep updated on thought leadership, events & more! on LinkedIn, Twitter, Facebook, & YouTube Follow Us on Social Media
- 20. QUESTIONS? cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK) Thank You cprime.com | 877.800.5221 (US) | + 44 (0) 203 811 0424 (UK)