Digital Service Management
The key to managing the digital enterprise
Enterprise functions – IT, Finance, HR, Procurement, Facilities and others – often struggle to deliver efficient, customer-centric services to the business. The “watermelon effect” is quite common, where on the outside the service metrics (e.g. SLAs) are green, but under the surface (whether through perception or reality) it is red and fragile, and the business is dissatisfied.
Successful organizations are investing in the six building blocks to develop digital service management capabilities and unlock the value to the business.