In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And how does it help you improve your service delivery?
If your customer wants to report a call about his broken company phone, does he know who to contact? IT? Facilities? Ideally, they don’t have to know. They just report the issue and it gets fixed.
In practice, however, it’s often a guessing game of which number to call or which form to fill in, and hope your call ends up at right team.
This can be prevented easily by something we call Shared Service Management. It’s a cooperation between supporting departments such as IT, Facilities and HR to provide better service to your customers.