Governance to Results & Innovation
The Power to Make Decisions Together
Governance is one of the most critical elements of a successful outsourced Service Desk environment and an area where the biggest gaps in value between potential partners and transactional vendors can be found.
Any service desk provider will showcase a variety of charts, graphs, and data points, but this is only one part of the governance equation. Reviewing data is of some importance, but if that is all that governance consists of, it is tedious, and only provides the Stakeholders with a “look backwards and see what happened” view.
Working together with technology leaders from across our customer community, WBM has seen the role of governance evolve tremendously. Effective governance in a true partnership means that not only will there be reports that present the past and provide insight, there will also be clear opportunities for process improvement, and as we uncover areas that represent advancement, there must also be the commitment from WBM to invest in bringing these advancements forward if we are truly in pursuit of a World Class status program.
We believe that governance can be so much more impactful and engaging than just being a point of diligence and reporting requirement on past performance to fulfill. We believe that it can be at the very core of understanding and alignment, and a catalyst for forward looking outcomes, value, and directing partner investment.
In working together as partners, we expect to develop personal relationships at various point of engagement across both organizations, and as such, while there is always a consistent rhythm to specific governance sessions, we have also learned that governance is an every day thing, as any informal conversation has the potential to hatch an idea or opportunity to explore together.
The WBM Governance model as it has evolved can be charted using the DIKW Pyramid. While reporting and scheduled sit downs may represent components of an exciting and impactful governance model, they must be combined with the other elements, in particular the decision making authority and desire of your partner to make investments, engineer customized processes, and take action to move forward with you to generate the results that emerge as possible.
Governance is a critical element of a successful outcome based partnership. It represents one of the most significant and time consuming elements of the WBM Service Desk Program, but it is also driven by relationships, and a level of personal commitments to each other that make it a lot of fun to achieve what we set out to. A successful governance program will provide you with clear line of sight into what opportunities exist for outcomes to be achieved as they emerge, and WBM brings a commitment to the investment and the decision making that is necessary for effective outcome based governance over time.