People drive change. Positive employee experiences help improve productivity, efficiency and customer satisfaction. However, positive workplace experiences can be ruined by inefficient technology and IT services. Putting people at the centre of IT Service Management (ITSM) is a way to structure, deliver and measure IT services with a core focus on meeting the needs of users so they can work more effectively. 

Going Beyond Technology to People and Processes 

ServiceNow champions the idea that true transformation goes beyond just technology; it’s about people and processes. A human-centred approach to ITSM involves creating processes and experiences that leverage technology to enhance, not hinder, employee and customer experiences. By focusing on the needs and preferences of users, organisations can design and deliver IT services that are intuitive, efficient, and aligned with how people work. 

As defined by ServiceNow, “the goal is to create processes and experiences that harness technology to serve—not impede—employee experiences and customer experiences.” 

The advantages of adopting this approach are endless. Organisations that prioritise people-first ITSM experience increased employee satisfaction, higher retention rates, and elevated customer experiences. When technology is tailored to user needs, frustration diminishes, productivity rises, and customer satisfaction excels. According to a recent survey, almost 30% of employees wish organisations would act with more empathy. By placing people at the centre of ITSM, organisations can foster a culture of innovation, where technology empowers rather than frustrates. 

Driving a People-First ITSM Approach: Empowering IT Leaders 

IT leaders play a pivotal role in driving the adoption of a people-first ITSM approach. As Oprah Winfrey said “Leadership is about empathy. It is about having the ability to relate to and connect with people for the purpose of inspiring and empowering their lives.” 

The journey begins by asking the right questions and directly engaging with users to gather feedback. By understanding users’ pain points, preferences, and experiences, IT leaders can identify areas for improvement and streamline processes. Through thoughtful conversations, leaders can unearth insights into user workflows, technology preferences, and the ease of navigating existing IT services. 

Asking questions such as: 

• What are your day-to-day work experiences like? 
• What processes and technologies work well for you? 
• Are our IT services easy to use and intuitive? 
• What pain points do you encounter while using our services? 

By actively listening and incorporating feedback, IT leaders can shape IT services to align with user expectations, ultimately fostering a more seamless and efficient work environment. 

Enhancing Customer Experiences 

The impact of a people-first ITSM approach extends beyond the internal workforce—it positively influences customer experiences as well. By capturing user experiences and actively engaging with customers, organisations can structure, deliver, and measure IT services that align with customer needs. Listening to customer feedback, understanding their preferences, and addressing pain points ensures that IT services are not only functional but also resonate with customer expectations. 

Customer-focused ITSM involves: 

• Gaining insights into the customer experience. 
• Understanding ideal customer interactions. 

• Identifying pain points in service delivery. 
• Ensuring services are intuitive and easy to use for customers. 

By prioritising the customer experience, organisations can build lasting relationships, foster loyalty, and stand out in a competitive market.

Getting Started with People-Focused ITSM using ServiceNow 

Adopting a people-focused ITSM approach using ServiceNow involves a multi-faceted strategy. To begin, organisations must rethink their processes, aiming to align them with user needs. This might require significant restructuring and redesigning of existing workflows. The key is to consider what truly serves employees and customers and what can be streamlined or automated to enhance their experiences. 

ServiceNow provides a comprehensive platform that facilitates the implementation of a people-focused approach. With tools for process automation, intuitive user interfaces, and powerful analytics, ServiceNow enables organisations to create IT services that put people first. By leveraging the platform’s capabilities, organisations can seamlessly integrate human-centred design principles into their ITSM strategies. 

In conclusion, the shift towards a people-first ITSM approach is a transformative journey. By emphasising user needs, streamlining processes, and leveraging technology as an enabler, organisations can create an environment where positive experiences drive productivity, efficiency, and customer satisfaction. With ServiceNow, organisations have the tools they need to embark on this journey, ensuring that technology works in harmony with the people it serves. 

848 has a dedicated ServiceNow practice run by a team of ITSM specialists. We design, configure, build, and manage high-quality IT service desk solutions in line with ITIL’s best practices. 

Using our SureStart methodology for ITSM, we help growing businesses accelerate their journey to an enterprise-class IT ServiceNow platform that’s optimised and cost-effective.