4 myths about Service Management you should stop believing

This blog was originally published by Fruition Partners. Since then, Fruition Partners has become the ServiceNow practice within DXC Technology.

With Service Management being the hot topic nowadays there are also many myths swirling around. We have collected the most frequent ones and debunked them for you.

1. Service Management is only relevant for the IT Department

Not true. While ITSM might be the more known term (it has been an important trend for years) Service Management can apply to all functions of the company (HR, Customer Service, Finance, etc.). Service Management for the entire company allows you to change the way people work, increase productivity, and create a modern work environment. There exist already plenty of examples showing how companies use Service Management outside of IT.
And the best thing is: The IT department is at the forefront of the Service Management revolution and can lead other business functions with lessons learned and best practices.

2. Service Management means I just need to implement a tool

While the choice of the best tool for your company needs is very important there are other factors such as users, processes, and integration with existing tools that should not be neglected. Before implementing a tool, check what your users need and how you can foster a high user adoption rate, define the necessary processes and communicate them properly. Make sure your (IT) Service Management tool will be seamlessly integrated into your existing IT landscape. Set clear milestones for your project and don’t forget to communicate with the various stakeholders. In most cases it makes sense to get support from an experienced partner who will consider the different aspects of the implementation project. Focussing only on the tool is a sure way to make your project fail.

3. Service Management is just another IT trend that will be irrelevant quite soon

Successful service-based companies such as Uber, Airbnb and Amazon show that Service Management is not a fading trend but the future. Thanks to a Service Management approach they are delivering products to market faster, providing a fundamentally new user experience including more transparency into the consumer request or transaction, so you know when and how they are being fulfilled.
The way we use technology in our private life has constantly been disrupted in the last years (e.g. How many emails do you write to your friends and family and what other communication channels you might use instead? Think WhatsApp, Facebook,… ). In our worklife, on the contrary, the use of technology has not evolved at the same pace even though employees are asking for that change to happen. That’s exactly why Service Management will become increasingly important- in the workplace, we finally need to introduce future ways of working and replace old work pattern. So it seems very unlikely that Service Management will disappear anytime soon. On the contrary, it will revolutionize the way work is done in your company.

4. Service Management is too expensive for my company

Service Management can be expensive but it does not have to be. Most Service Management tools like ServiceNow are cloud-based SaaS tools that do not need expensive infrastructure. You can implement different modules in different phases and this way introduce it into the company step-by-step. Furthermore, once your business functions are service-based, the return on investment will come quickly and you will save costs in the long term. And apart from that your customers (independently of which department they are in) will be more satisfied and happier leading to higher efficiency and better results.

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