IT Service Management and Enterprise Architecture have been forces in their respective areas for many years. One provides service management methods, while the other creates practical standards for teams that operate in numerous ways. However, when the two work together, they can develop something unique that boosts company-wide operations.
This article touches on how that combined ITSM Enterprise Architecture works and discusses five potential benefits of its implementation.
What are ITSM and Enterprise Architecture?
IT Service Management (ITSM) refers to the complete set of operations carried out by an organization to develop and operate information technology services provided to consumers.
Enterprise Architecture (EA) converts business vision and strategy into effective enterprise change. It communicates and enhances vital requirements and models that enable its evolution and transformation.
How do ITSM and EA Work Together?
Organizations typically have multiple departments focusing on different but related business objectives. For example, IT departments develop effective communication channels and service platforms. At the same time, marketing teams leverage those technologies to communicate with prospective customers. Those marketers then direct any interested users to sales teams, whose job is to close deals.
It takes all three teams to convert a window shopper into a paying customer. If one department struggles in its processes, the other two cannot function properly.
To combat these chinks in the business chain, EA helps create a streamlined way to navigate these processes. However, EA does not coordinate or communicate between these departments- that is where ITSM steps in.
In other words, ITSM helps departments communicate, while EA provides a framework for communication processes. ITSM and EA create a more cohesive connection between people, their operations, and the technology used.
Five Benefits of ITSM Enterprise Architecture
EA and ITSM can often work together to produce a more seamless experience. Advantages of this partnership can include:
- Increased Transparency and Cost Reductions. Combining EA with ITSM can enhance IT department visibility and increase operational transparency. A clearer picture can reduce costs by minimizing duplicated efforts, decreasing uncertainty and miscommunications across the organization, and increasing employee satisfaction (fewer staff turnover costs).
- Cross-Training That Boosts Employee Morale. Allowing employees to break away from their silos and learn more about the other company functions can boost morale and enthusiasm. Using EA and ITSM to support cross-training can assist in building a collaborative environment. At the same time, providing people greater room to grow into other roles they wish to explore.
- Automating Repetitive Tasks Can Save Time. ITSM self-service technology has the natural benefit of automating repetitive tasks, while one of EA’s primary purposes is mapping and streamlining unconnected processes and departmental operations. These functions promote a greater awareness of unnecessary work done among team members.
- Effective Planning Means Valuable Results. ITSM and EA can operate together because of improved business alignment. These tools, when combined, help IT departments plan future IT initiatives. This combination also generates a cycle that aids IT departments in driving business tactics. EA demonstrates the strategy, and ITSM serves as the record system for the plan’s implementation. This tandem effort provides IT managers with a clearer sense of the big picture.
- Enhanced Agility Means More Opportunities. Agile teams can focus on value generation by using disciplined EA with ITSM. Furthermore, ITSM and EA provide greater clarity and communication, allowing team members to assist one another more easily, which is beneficial in the quest for agile service delivery.
A Roadmap for Guiding Change in ITSM Enterprise Architecture
Managing a roadmap to guide change is crucial for the ITSM EA process.
Businesses should consider designing a plan beyond meeting fiscal needs and short-term strategies. Instead, each department should clearly outline its vision, strategy, and mission as a prerequisite for EA establishment.
Then, with stakeholders and business executives involved, each team can choose leaders to coordinate and map functions together.
Keep in mind that this is part of a larger digital transformation plan. Understanding the measurable goals and KPIs to set is another critical component of any new digital transformation strategy.
Make Sure the Pieces All Fit Together
Enterprise Architecture and ITSM may function together, but understanding the best practices is crucial before putting a plan into place.
To get started with a successful ITSM and EA strategy, make sure that your ITSM solutions, among other critical aspects, have the potential to be used outside of IT. You’ll be ready to start the enterprise architecture journey once you’ve analyzed your ITSM product to ensure it’s the correct fit.
Request a quote today and discover how Cask’s ServiceNow solutions can help you create the ITSM Enterprise Architecture necessary to integrate and streamline operations across your organization.