Tag Archives: value stream

ESM

Three reasons why now is the right time for ESM

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Enterprise service management (ESM) is an organizational capability for holistically delivering business value and outcomes, based upon shared processes, appropriate technologies, increased collaboration, and better communication across the organization.[i]  ESM, done well, enables positive customer and employee experiences, improves business agility, and enables impactful digital transformation.

ESM is nothing new. ESM, as discussed as early as 2005, was characterized as simply extending IT service management (ITSM) practices across the organization. Since then, organizations have realized that ESM needs to be an enterprise capability and competency – not just the domain of a single department.

Effective ESM gets the entire organization on the same page. Good ESM practices reflect and support the entirety of enterprise value streams, not just the IT portions. This enables teams to have clarity around how work and value flows through the organization, and how technology underpins that workflow and enables value realization. And in the digital age, knowing how work and value flows through an enterprise provides the organization with the ability to quickly shift and react to changes in market spaces – critical for business success.

But herein lies a couple of challenges.

Many organizations are “process poor,” so there’s been little effort in defining and documenting processes, depicting how inputs are transformed into measurable outputs. Secondly, individual departments often operate in isolation or function as if they’re at least somewhat isolated from others within the organization. Organizational workflows and value streams are poorly understood, and if value streams are defined, those value stream definitions are often limited to a single department.

Three reasons why now is the right time for ESM

Why is now the right time for ESM?

  1. Digital age organizations can’t afford to have siloed departments working in isolation. Everyone within the organization must understand not only how their work contributes to success, but also the upstream and downstream impacts of their work. ESM facilitates this shared understanding of how work is done within an organization.
  2. Automation and AI adoption benefit from effective ESM. Generative AI (GenAI) could be used to generate and maintain knowledge across the organization. Capturing, generating, and maintaining knowledge is among the most tedious activities within an organization. Robotic Process Automation (RPA) and Intelligent Automation (IA) could result in improved customer experience and more resilient and efficient operations of customer-facing activities.[ii] Good ESM standardizes workflows that underpin enterprise value streams, enabling the capabilities of these and other emerging technologies.
  3. The world is mobile. Despite recent organizational return-to-work mandates, the work-from-anywhere genie is out of the bottle. And if the workforce is mobile, it only makes sense that the customers of an organization are also mobile. Both employees and customers expect a frictionless experience when interacting with systems and technologies. Again, good ESM underpins enterprise value streams and workflows that enable efficient and effective workflows and experiences for both employees and customers.

The opportunities are here – is your organization ready?

Today’s digitally driven, consumer-focused economy demands that organizations conduct business at digital speeds.  At the same time, organizations must deliver a differentiated customer experience over their competitors. And if that’s not enough, organizations must also ensure that risks have been optimized as both employees and customers interact with technology. Seems impossible, doesn’t it?

But that is what effective ESM can do for an organization. ESM, done well, results in increased operational efficiency, improved collaboration between departments, reduced costs, enhanced customer satisfaction, and the capability to adapt quickly to changing business needs. ESM helps enforce better governance and compliance. And improved service delivery resulting from good ESM enables a differentiated customer experience.

There are two critical success factors for ESM adoption.

First, implementing ESM usually involves significant changes to existing processes, roles, responsibilities, and workflows. Organizational change management becomes crucial to address resistance, communicate the benefits of ESM, and provide proper training and support to employees. Managing this organizational change effectively can pose a significant challenge. But the result will be having enabled and confident employees that are more engaged, more invested, and that have and deliver a better experience.

Effective ESM requires integrating data and systems from various departments and teams. This can be challenging due to disparate systems and legacy technologies within an organization. Ensuring smooth data and system integrations is crucial for effective ESM implementation. Taking an iterative approach provides the opportunity to “learn by doing” and realizing some quick wins, while at the same time, optimizing risk to the organization.

Get started with ESM

The sooner that organizations begin ESM adoption, the sooner the organization will realize the benefits of an integrated and responsive organization. Here are four suggestions for getting started with ESM.

  • Define your digital strategy. How will digital technologies enable the organization to achieve its mission, vision, and goals?
  • Make the business case. Document the reasons why the organization should adopt ESM. Define the specific objectives for ESM, including opportunities, benefits, financials, and risks.
  • Establish a guiding coalition. Having a group of committed people to guide, coordinate, and communicate ESM efforts is a critical early step for success.
  • Map value streams. Understanding how value moves through an organization is critical if an organization is going to elevate itself above siloed work and into true enterprise service management.

The differences between organizations that are internally siloed and those that are truly agile and integrated will only become more pronounced as technologies such as automation and AI become more mainstream in the world of digital organizations. Now is the time for ESM.

If your organization is struggling in its digital evolution, it is time to develop your digital strategy, map value streams, and adopt ESM – and we can help. Contact Tedder Consulting today to find out how.

[i] https://www.dougtedder.com/2021/02/01/esm-business-strategy

[ii] https://omdia.tech.informa.com/om019736/more-vendors-squeeze-into-the-intelligent-automation-space-as- enterprises-embrace-the-technology

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ITSM

When In Doubt, Follow the Value Stream

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Every day, IT leaders address questions to help keep their team moving forward, which in turn keeps the organization moving forward.

Questions like:

  • Where should the IT team spend their time?
  • How should IT allocate resources?
  • How can IT justify larger budgets and more investments?

In the past, IT leaders have taken a straightforward approach to answering these questions. They have broken down each question and explained in technical detail everything their team has accomplished and completed, no matter how small or mundane.
In other words, IT delivered outputs.

But in today’s world, outputs aren’t enough. The old approach to making decisions based on outputs is over. Because today, IT must deliver outcomes.

If an IT leader was to list only outputs without connecting them to any business outcomes to the C-suite in the hopes of securing more resources or larger budgets, the C-suite will look at them and ask: “How did this drive business value?”

Closing tickets, upgrading technology, and troubleshooting technical issues are an important part of the success of an IT organization. But IT leaders must do more than just list outputs. IT leaders must show how these outputs connect to the organization’s bottom-line goals, and IT’s role in delivering needed business outcomes.

Before an IT leader can decide on how their team should allocate its time and resources or how IT can obtain larger investments and partake in bigger initiatives, they must answer these questions:

  • How did IT’s outputs reach the end customer?
  • How did IT’s outputs help the customer achieve their goals?
  • How did IT’s outputs increase revenue or decrease expenses?
  • How did IT’s outputs help the business achieve its goals?

To find the answers to these questions, you have to follow the value stream.

What’s a Value Stream?

Steve Bell and Mike Orzen, authors of Lean IT define a value stream as a “sequence of activities required to design, produce and deliver a good or service to a customer and it includes the dual flows of information and material.” According to Bell and Orzen, a value stream consists of “all processes, tasks and activities used to bring a product or service from concept to customer and includes all information, work and material flows.”

In short, value stream is the steps taken by an organization to meet customer demands and bring value through a product or service to that customer. The value stream is the big picture look at how value flows through the organization.

How To Follow the Value Stream

Following the value stream means exactly that – following how value flows through an organization and identifying where there may be improvements that can be made. It is about gaining clarity around how value is delivered to the end user, and how to use value streams to help you make decisions in your IT organization.

For every initiative or project, IT leaders must be able to step back and ask, “where and how does this fit in a value stream?” If you’ve followed the value stream and there is no fit for the initiative, then why is it a priority?

Often when you’re following the value stream to determine the importance of an initiative, you will end up involving other departments and stakeholders. As noted above, the value stream is how value flows through the entire organization, not just within one department. Value streams will cross departmental boundaries and a collaborative approach is mandatory. Working in a vacuum will simply waste time and resources — time and resources that could have been better spent contributing to the value stream.

Now, in this digital world, this means understanding how technology contributes to the value stream. IT manages technology and technology will always play a role in the value stream. Understanding this relationship will give you a context for certain services or initiatives.

Map your Value Streams

How do you know if a technology, a specific investment, or an initiative is contributing to a value stream?

The answer is simple: map that value streams. A value stream map is a visual representation of how value flows through the organization. This visualization enables you “follow the value stream.”

Mapping value streams will:

  • Identify cross-functional nature of work, which can avoid “siloed thinking”
  • Identify waste such as bottlenecks or delays (very important for IT!)
  • Allow teams to visualize the work and help the entire organization recognize how individuals and teams contribute to value.

How to Follow the Value and Map the Value Stream

No matter where you struggle with defining value or identifying the value IT drives, a value stream map is a place to start.

Mapping a value stream requires a cross-departmental team that includes IT. Silo thinking must not get in your way when you’re following the value stream, so include all stakeholders and make this an exercise in discovery.

To map a value stream, you have to define the focus of the map. A Value Stream Map doesn’t necessarily map all the paths that a process can take. It tracks one service or part of a process. So when mapping your value streams, start with services that have a role in the products or services that have the most impact on the organization. Ask yourselves what is the most valuable thing to the customer, what brings in the most revenue, or conversely, what costs the most for the organization? Start with focusing on the value streams where you get “biggest bang for your buck,” so to speak.

Map all the information including all the tasks being performed, who is performing them, and the technology involved with all of these tasks. It helps if you work backward. Work with the end outcome of a value stream and map out the process from there. Start with the end customer and the process will probably become much clearer.

In addition to mapping out each step in a process, be sure to map how information flows through each step in the process. Remember, you want all the key stakeholders in the room while you do this so that everyone knows how information flows and what is expected of them during each step of the process.

It’s also important to include timelines involved in each step of the process. Include lead time and actual time spent on production or in the product lifecycle to get an accurate view of how much time is needed for value to flow to the customer.

Finally, remember that value stream mapping is never a “one and done” activity. As new technology is introduced or customers’ needs change, your value stream maps will be revisited.

The next time you’re faced with a decision about an investment or project, take a look at the value stream. Using a value stream as your compass Following the value stream will always lead you to a path where you can contribute value to the organization.

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