8 steps to service management excellence

Today, Service Manager tools are being used by most service-led companies. But, while more and more of us come to rely on software – and reap the benefits it provides – there is also an increase in businesses getting things wrong. We’ve all seen the horror stories in the press about security breaches, data losses and operational mishaps.

But in most (if not all) of these cases, the tech isn’t to blame – it’s how people are using it. So, what steps can you take to ensure that you avoid the risks and achieve Service Manager excellence?

  1. Choose the right solution for your business

No two businesses are the same. So, what works for one organisation won’t work for the next. Consider whether you need a flexible entry-level solution or an enterprise Service Manager system. Whatever option you choose, it should increase productivity, streamline processes, achieve accuracy, and drive both profitability and growth. If you’re not sure what’s best for your business, your IT partner will be able to help.

  1. Consider wider connectivity requirements

Software as a service (SaaS) is becoming increasingly sought-after, with many service-led companies starting to look at how to integrate cloud-based products with their existing on premise infrastructure. However, simply bolting-on cloud computing into your existing setup isn’t going to cut it. In fact, if not done properly this approach can lead to increased data silos, more complicated processes, and greater fragility– the very things that SaaS exists to eradicate! So, proper integration is essential. Creating and managing an integrated solution with a logical network topology and compatibility across infrastructure can prove complicated for many in-house IT teams. So, in most cases, it’s better to find a trusted partner who can manage this for you.

  1. Assess your data

Most businesses are already leveraging the cloud to extract quantifiable value from big data; with your software – and ultimately your service – only as good as the data that underpins it. Consequently, you must ensure that this data is of the right quality, and put steps in place to keep it that way.

  1. Take security seriously

In a data-driven world, security has never been more important. As well as establishing internal security processes, to ensure compliance and avoid risking hefty fines, you must also make sure your cloud software/storage provider understands any risks and what’s needed to minimise your exposure. To help you with this, get them to commit to the provision of an acceptable level of security as part of your SLA.

  1. Break down barriers

Departmental silos are a huge problem for many service-led firms. And, this lack of sharing is often at the expense of the customer who has to wait longer than necessary for updates. By adopting an integrated Service Manager solution, you can make sure everyone has access to the most up-to-date information and improve communications and visibility between different departments. Knowledge shared is empowerment for all. 

  1. Strive for constant improvement

The right Service Manager solution will support continuous service upgrades, making it easy to deploy seamless, frequent, automatic improvements that enhance the customer and user experience.

  1. Be scalable

It can be difficult to predict what you might need to run your business in the upcoming years. But, rather than trying to guess your infrastructure needs, switch to SaaS. With access to enterprise-level tech tools for one affordable monthly cost, a SaaS based Service Manager will grow with your business.

  1. Think beyond the office

What your employees do is more important than where they are. Not everybody works best tied to a desk all day. It can be difficult to trust employees to perform where you can’t see them, but according to experts, this reliance on “presenteeism” is the biggest threat to UK workplace productivity[1]” and could lead to increases in stress-related absence. Service Manager Software can help you switch to a more agile, flexible approach, where everyone has instant access to everything they need to do their jobs; no matter where they are.

If you’d like your business to benefit from the features and flexibility of Service Geeni, and ensure you can achieve service excellence and differentiate yourself from the crowd, speak to a member of our team on 01942 261 671 or email info@servicegeeni.com to find out more.

[1] Sir Cary Cooper, keynote speech, CIPD Annual Conference and Exhibition.