4 Ways Service Management Software Helps Break Down Silos

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01/04/2019 |

4 Ways Service Management Software Helps Break Down Silos

We show you which possibilities arise with
the use of a service management software.

silo park

An MIT Sloan study recently mapped enterprises on a quadrant to demonstrate how future-ready they were. The results identified 51% of the businesses as being comprised of silos and therefore lacking the necessary preparation to embrace customer experience and operational efficiency transformations. In our times of digital transformation, this clearly has negative long-term implications for these siloed businesses.

Discussions and shared planning between different organizations help to break down silos, allowing each organization to share their needs, concerns and risks.

Fortunately, service management software is one collaboration tool that can help. These systems:

Increase time for cross-departmental collaboration.

Which of these adds more value to your business:

  1. A member of the finance team and a member of the IT team spend an hour talking about ways to reduce infrastructure costs, OR
  2. A member of the IT spends an hour sending 15 invoices to the finance department for payment?

Both are important and need to be done, but they don’t both require human creativity and know-how to complete. If, instead, a service management system is used, an automated process could be created to handle invoicing. This frees up the IT team member and the finance team member to spend more time on “big picture” discussions.

Discussions and shared planning between different organizations help to break down silos, allowing each organization to share their needs, concerns and risks.

Increase transparency.

Do you remember the game “telephone” from when you were little? Kids sit in a circle. The first person whispers a phrase to the second person; let’s say the phrase is “The cat is orange.” The second repeats this to the third person, and the message continues around the circle until it gets to the last person who speaks the phrase out loud: the phrase is now “I sat in a bucket of oranges.”

While cute as a game, this type of “passed along” information can be detrimental when it comes to organizations working together. It leaves room for miscommunication, and miscommunication can lead to mistakes, misunderstandings, lack of follow through, etc. Service management systems help resolve this by capturing relevant information real-time, as requests or incidents happen. Even better, if something entered into a ticket is changed, a record is kept of who made the change when. This helps to keep everyone accurately informed, leading to increased trust.

This effort requires input from all stakeholders, so members of every silo within the organization must participate in developing the overall company processes.

Grow trust and knowledge among siloed teams.

One key feature of OTRS service management software is the ability to automate processes. However, before processes can be automated, they must be clearly documented and defined. This effort requires input from all stakeholders, so members of every silo within the organization must participate in developing the overall company processes.

Through this participation, communication thrives. Frustration about current processes is shared. Admiration about workloads is extended. Worry over risks is expressed. By working together on an effort that has a concreate cross-departmental goal, members of distinct silos gain insight into and respect for those in other areas of the business.

Improve oversight

Having a strong vision and common direction also help to break down siloed thinking. These, of course, must be translated into actionable plans for teams to follow. Then, in order to know if the overall management vision is being reached, you must measure and track steps taken. This is where reporting comes in.

Because of the way in which service management software is structured, statistics like:

  • Number of escalations
  • Resolution time
  • Missed SLAs or
  • Retention rates

are readily available to management teams who are working hard to determine if goals, and by extension the overall vision, are being met.

Siloed thinking can be a huge hurdle for companies. When people only think about what’s of value to their particular organization, the opportunities to leverage resources, reduce waste and develop a company culture of trust and respect are lost. Start looking for ways to break down silos in your company, and if service management software would help, take a look at OTRS.

Text:
Photos: Jim Witkowski on Unsplash

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