110. Darren Rose - Keys to success with ESM. (Enterprise Service Management)

The IT Experience Podcast

In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its practical implementation. He emphasizes the importance of collaboration and cultural readiness within organizations to successfully implement ESM. Darren also highlights the significance of measuring and reporting to understand the current state and progress of ESM. He suggests using behavioral markers and personas to tailor ESM practices to different user profiles. Additionally, Darren addresses common challenges in implementing ESM and the need for strong leadership support. He concludes by discussing the benefits of starting with small, interconnected initiatives to demonstrate the value of ESM. In this conversation, Darren Rose discusses the importance of multi-service collaboration, the power of purpose, success stories and personal change, trial and error, defining success and measuring progress, over-engineering and the need for flexibility, building resilience in uncertain times, and creating a resilient culture.

• Collaboration and cultural readiness are crucial for successful implementation of enterprise service management (ESM). Organizations should foster a collaborative environment and prioritize user-centric decision-making.
• Measuring and reporting are essential to understand the current state and progress of ESM. Organizations should focus on measuring employee experience and satisfaction, rather than just ticket resolution metrics.
• Behavioral markers and personas can help tailor ESM practices to different user profiles. Understanding user preferences and support needs is key to providing a personalized and effective service experience.
• Implementing ESM can face challenges, such as resistance to change and lack of accountability. It is important to address these challenges and ensure that the motivation for ESM is driven by enhancing service offerings, rather than just cost-saving.
• Driving the momentum for ESM requires support from various stakeholders, including suppliers, senior leaders, and enthusiastic advocates within the organization.
• Getting started with ESM can be done by implementing small initiatives across different lines of service, focusing on interconnected activities to demonstrate the value of ESM. Multi-service collaboration is essential for organizations to benefit from a unified approach across different lines of service.
• Purpose is a strong motivator for individuals and teams, and it helps create a shared collective purpose and goal.
• Success stories and personal change can drive the adoption of new ways of working and collaboration.
• Trial and error is a natural part of the process, and patience and flexibility are key in finding what works.
• Defining success and measuring progress are important for staying motivated and making improvements.
• Over-engineering can be counterproductive, and flexibility is needed to adapt and find simpler solutions.
• Building resilience in uncertain times requires a strong organizational culture that is embedded in values and supported by leadership.
• Creating a resilient culture involves recruiting the right people, aligning objectives with culture, and holding people accountable to cultural expectations.

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