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The idea behind Enterprise Service Management

The Enterprise Digital Services Transformation Framework


In an era of digital transformation and increasing demand for better service quality and experience from citizens, students, patients, and customers; organizations today are under great pressure to meet these expectations or face the risk of being just left behind.

For many decades now, the IT industry developed a framework and policies that included the activities which are performed by an organization to design, plan, deliver, operate and control information technology services offered to customers.

However, this wasn’t the case in other departments and functions within the organization which made them question the reason why they don’t apply similar service management practices across the enterprise and this is where the idea of Enterprise Service Management evolved. 

Enterprise Service Management is the application of IT Service Management (ITSM) principles across the organization, but this is not even enough to meet the high expectations of customers and employees. That’s why we thought of taking Enterprise Service Management to the next level and introducing our idea of having  The Innovative Enterprise Service Management that could be achieved through a framework that would increase the maturity of organizations gradually to accomplish the ultimate state of continuous innovation and transform them into the pioneers within their industry.

The 4 stages of The Enterprise Digital Services Transformation Framework

  1. Efficient: This is where organizations start automating the different services processes and workflows in the different areas and functions within the enterprise
  2. Excellent: This stage takes organizations one step up and focuses on bridging the organizational silos and emphasize on two key aspects: Service management and Service experience
  3. Intelligent: This stage takes advantage of the data provided through automation and integration of the different services to predict patterns and to solve problems before they happen.
  4. Innovative: This is the ultimate stage where organizations can start an actual transformation of how their services are provided and perceived by recipients.

The below figure illustrates the 4 stages of the framework:


This framework can be only achieved by having a digital platform in the core of the organization to support the different aspects of the four stages in it.

Having the right vision and strategy for evolving the way organizations provide their services coupled with the right digital platform with whom the vision can be realized is how organizations can face their current challenges and take their customers and employees with them into an interesting journey of continuous innovation.

However, we should not forget the human side in the equations, in order for any transformational project to succeed and achieve its goals you need to ensure the engagement of the people within the organization.



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