Enterprise Service Performance
When service delivery makes a measurable contribution to organisational goals
Why coherence matters
What is Enterprise Service Performance?
Many organisations invest in processes, technology and service delivery.
Yet it often remains difficult to implement change, collaborate better and achieve organisational goals faster.
Enterprise Service Performance emerges when service delivery is not only well organised, but demonstrably contributes to the organisation's performance.
That happens when People, Process, Technology, Data and Capital reinforce one another.
Why Enterprise Service Performance?
IT Service Management helps organisations organise their IT service delivery.
Enterprise Service Management extends those principles to other departments such as HR, Facilities, Procurement and Finance. But many organisations then run into a new challenge.
Processes are in place. Systems work. Service delivery is measured.
Yet it remains difficult to establish what contribution that service delivery actually makes to organisational goals.
Enterprise Service Performance was developed to put that question centre stage. Not: "Does the service work?" But: "What value does the service deliver?"
A new perspective on service delivery
Does service delivery help the organisation perform better?
Traditionally, service delivery is judged on operational performance. Does the system work? Are tickets resolved? Are SLAs met? That remains important — but it isn't the most important question.
When service delivery is well organised:
- people collaborate more effectively;
- processes run more predictably;
- technology supports the organisation optimally;
- better insights emerge;
- investments deliver more value.
The five building blocks
None of these building blocks stands alone
Value is created precisely where they reinforce one another.
People
Clear responsibilities, ownership, collaboration and knowledge determine the quality of service delivery. Ultimately, it's people who make decisions and achieve results.
Process
Processes bring structure and predictability. They make work repeatable, manageable and scalable, and create stability in operations.
Technology
Technology supports people and processes. Not the other way around. Systems, automation and integrations contribute to simplicity, efficiency and ease of use.
Data
Better decisions start with better information. Without reliable data, improvement remains largely based on assumptions.
Capital
The question isn't how much is invested, but how much value that investment delivers. Capital connects service delivery to business results.
Where these building blocks come together
ESP looks at the whole picture
Many organisations invest separately in people, processes, technology, data or investment. Enterprise Service Performance looks at the whole picture.
How do People, Process, Technology, Data and Capital reinforce one another? Where do bottlenecks arise? Where is value lost? And where is the biggest opportunity to improve the organisation's performance?
Those are the questions ESP answers.
From Enterprise Service Management to Enterprise Service Performance
ESM is an important step. Not the end goal.
Many organisations today are in a phase where they're working on Enterprise Service Management (ESM). This applies service management principles not only within IT, but also within departments such as HR, Facilities Management, Procurement and Finance.
That's an important development. ESM helps organisations standardise service delivery across the organisation, improve collaboration and create more control over processes and performance.
But we don't see ESM as the end goal. The end goal is service delivery that demonstrably contributes to organisational goals. That's why we see Enterprise Service Performance as the next step in the evolution of service delivery.
ITSM
Focus on operational service delivery.
Enterprise Service Management
Focus on organisation-wide collaboration and control.
Enterprise Service Performance
Focus on a demonstrable contribution to organisational results.
Where ITSM helps make service delivery manageable and ESM helps connect it, Enterprise Service Performance helps organisations actively deploy service delivery as a means of improvement, growth and results.
From Stability to Direction to Results
The development happens step by step
Stability
The foundations are working.
Processes are clear. Responsibilities are clear. Day-to-day service delivery is predictable.
Direction
Overview, insight and steering.
The organisation has overview, insight and steering in place. Improvements are chosen deliberately and carried out in a planned way.
Results
A measurable contribution to organisational goals.
Service delivery visibly contributes to organisational goals. Investments deliver demonstrable value. Improvement becomes a continuous process.
How mature is your organisation?
The ESP Maturity Scan measures every building block
This provides insight into your organisation's strengths, areas for improvement and development opportunities.
The scan shows not only where you stand today, but above all which step will deliver the most value for tomorrow.
A more outcome-focused approach to service delivery
When People, Process, Technology, Data and Capital are in balance, the result is an organisation that can change faster, collaborate better and achieve demonstrably better results.
Service delivery under control. Results for your organisation.