Enterprise Service Management

After a large organizational change and an initiative to increase IT’s efficiency, the newly formed Workforce Enablement Program Management team was tasked with a transformative project to improve the service management platform.


Wikipedia defines a successful service design as, “user-friendly and relevant to the customers, while being sustainable and competitive for the service provider.” The design of our platform met none of these criteria.

Business users couldn’t easily request items from the product catalog (because there wasn’t one), or receive technology support.

Service providers couldn’t easily prioritize or fulfill requests.

We needed a big change.


To direct our research and next steps, we created guiding principles that aligned with our organizational goals.

Guiding Principles.
Guiding Principles.

We used these principles to narrow down the platform selection process. The selection process was visualized on a large whiteboard wall. Having the work in this format, allowed us to easily share progress and get feedback from stakeholders.

Analyzing future options by capability.
Visualizing future options by capability. The first column on the left lists the desired capabilities, the second column displays the user populations that need the capability (each represented by a different post-it color), and the other six columns display each solution option and the tools each would require to meet the capability.
Comparing each option's ability to meet the guiding principles.
Adjacent to the colorful matrix was another matrix, which synthesized the analysis of each options by summarizing the option’s ability to meet the capabilities and guiding principles.

After refining the solutions on the wall, we designed a portable version for our director to use to inform C-level executives.

Capability Matrix
Options and capabilities matrix.
Options summarized by count of tools, vendors, and future flexibility.

In addition to these slides, we also put together a summary of the current state and future state. Problem Summary

Current State
Storyboard illustrating current experience.
Future State
Storyboard illustrating future experience.

As further work on the business case and a contract progressed, I began learning more about users through contextual inquiry and semi-structured interviews. These interviews provided insight to user’s roles, goals, responsibilities, and processes.

An example of some of the data collected during interviews.
An example of some of the data collected during interviews.

Next Steps

This project is still in progress as of October 2016. Next steps will include creating personas and context scenarios.