Again like in the Enterprise Service Management space, process, tools and people need to be in synch and on the right maturity level to be able to achieve the desired optimization.

In the diagram above you can see the different aspects of Enterprise Asset Management. These topics will help you to retain your most cost intensive assets operational by well planned preventative maintenance. You will know which stock of spares you need, which resources are needed by predefined work packages planned well ahead. That’s all great by what if something unexpected happens, work management allows you to do emergency repairs as well. Looking for trends to ensure these unexpected events do not cause interruptions in the availability of your productive value add services is the next maturity step to epitomize the availability of your assets. at Lavante we have extensive experience in planning and executing projects in the Asset Management domain and would be thrilled to assist you with your journey to mature your Asset Management capabilities.

It is therefore our vision that one cannot consider Enterprise Service Management without the involvement of the Enterprise Architecture discipline. The ITIL scope obviously needs to be addressed as a journey as it’s scope has become larger in time. At Lavante we can support to plan, coach and execute the features in this rather large epic of reaching Service Management ultimate maturity

The success in any Service Management deployment must be focused around process, tools and people. The process maturity can be measured, and the required change be planned as required. Your organization needs to be ready to govern the processes through collaborative process owners and their community. The tooling is another matter in which the industry has evolved. Having been a leading Architect for a key solution provider, we know this industry quite well. The various Service Management solution providers have good commonality in the core of supporting ITIL’s processes but there are differences in approach of how solutions are provided and what their strength is.

Last but not least, the people change management aspect is not to be underestimated. It is clear from the “trends” section of this site, that for instance that self service capabilities have the focus. Enhanced Self service provides several advantages seen top down but have their impact bottem up. at Lavante we have extensive experience with all these three aspects of the Service Management deployment and would be thrilled to assist you and jointly define and execute this journey with you.

Let’s review them …

Artificial Intelligence & Machine Learning

Past till present

The traditional Service Management approach has always been one of pure re-active response.

When a technical issue occurs, the Incident Management process swings into action trying to address the issue and get the service to productive operation again. The more mature Service Management implementations would try to determine trends through the Problem Management process.

The future

Current Artificial Intelligence and Machine Learning technologies enable a very different approach. We can now train our own AI/ML models based on the Service Management and other data sources to learn from these data sets and predict issues to surface. Respond automatically through robotics and trigger preventative actions without human intervention

Increased Self Service

To achieve cost reduction whilst at the same time retain acceptable service levels, organizations rely more and more on the Self Service functions of their Service Management solutions. A well established Self Service facility internally helps to enhance internal stakeholder satisfaction as there is a good information flow on status. External stakeholders experience good Self Service facilities as being more in control. Self control increases by an engaging Self Service function. There are several tools and functions available to increase the Self Service footprint.

Furthermore, Self Service can help to further promote standardizing your services by using a well established Service Catalogue. The less your stakeholders find themselves using the “Other request…” option, the more satisfying the Self Service function can be. Furthermore, the use of Bot’s and Self Service integration / automation can help to speed request handling up by reducing human intervention.

Bots and automation

The use of a Chatbot integrated with your Self Service experience can be a real game changer in the “engagement” experience of the end users. Chatbot integrations furthermore help to speed up resolving tickets faster as they follow a known patters such as for instance password reset or software deployment.

There are multiple ways to use bot technologies. In some cases rule based bots can be of assistance whilst the latest AI based bot technologies provide a more flexible way to assist in a less business rule based predefined manner of guiding and resolving service requests.