Greater transparency. Higher efficiency. Measurable results. These are some of the benefits associated with implementing Modern Service Management.
But if companies are to reap the profits, a number of factors must be in place. Here, Allan Pihl, Lead in Customer Service & IT Service Management at AlfaPeople, breaks down the process into 5 important steps.
1. Define a goal
A Modern Service Management project can have many secondary effects. But it should only have one primary objective that you can use as a benchmark along the way. Is the goal, for example, to move the system onto a future-proof platform? Is there optimization in terms of increased productivity? Or is it an improvement in service levels in terms of improved user experience or new platforms? When doubling issues arise during the implementation process – and that usually happens – the initial goal is good to hold onto each other, so you do not waste time on a lot of page projects.
2. Identify and baseline
When optimizing a company’s Service Management processes, both the supplier and the company need to know what the starting point for the optimization is. So, how many cases can we manage to handle on one day in our existing system? The greater insight a supplier has in the company’s baseline, the more targeted the supplier can also engage in optimization measures such as multiple automation, better rights management, etc. In all cases, the determination of a baseline also means that those who have ordered the project should subsequently be able to argue for what the money is spent on. This is best done by showing that the desired effect is achieved. For example, having managed to increase the number of cases processed per day by 20%.
3. Get to know the product
As with any other IT project, you go from buying into a seller’s visions and lifting functionality to a daily life, where you will find out what the product really can. Here it may be a good idea to invest in one or two days of training. In this way, you also find out what the product contains as a standard and what should possibly be built specifically for the company. There will be many standard processes already supported in the system and suitable for many businesses – such as ITIL processes. But if you do not realize that the product contains these processes, it can quickly become expensive to build everything from scratch.
4. Identify your own services and processes
An important task is to map all existing services and processes. It is about finding out what is delivered to the organization and on what terms. How does our onboarding process for new employees look like? In what time range do we deliver services – Monday to Friday or 24/7/365? If you have processes that are not visible in a system, they must also be mapped. The point is that if you cannot tell your supplier what services are delivered, the supplier cannot design the solution that will support the company’s future services and processes.
5. Larger overview, better processes and sharper services
If you follow system standards and do not make major changes in setting up your Modern Service Management solution, you can get started relatively quickly. But if you first have to build a baseline and mapped all existing processes and services, it will be an implementation process that takes some time. This should not be frightened – the benefits of a successful use of Modern Service Management are large and many. However, as part of the internal polling and cooperation with the supplier, it is important to make it clear that the business case is not necessarily realized in a few months. It’s a change project, and it takes some time before new routines get under the skin. On the other hand, you will find a better overview of the company’s processes and a sharper service – which can be further developed.
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