Swivt Technologies

Service Management in a Changing World of digital transformation

The application of digital transformation is not for the faint of heart. It is a transformation in how an organization and its ecosystem work so that it can be adaptable, if not thrive, in the face of obvious market change. From the Internet of things to blockchain, cloud computing, artificial intelligence, robotics we are in the midst of a period of significant change in the IT industry. We have seen incredible changes throughout the years, but due to overwhelming challenges and critical subject matter, many business people have lost their faith in the IT industry’s ability.

One of the most critical transformations that the IT sector demands is Service Management. The set of techniques and methodologies by which the customer approach is built up in sync to the organizational capability that ensures the quality of a service a company provides is Service Management. The concept has been on the horizon for decades, but its significance has never been as high as it is now, owing to its competency and potential for fostering healthy customer relationships. It is hypercritical for service management to adopt and absorb the necessary adjustments concurring with the innovation. Since technology innovation has become such a vital aspect of human existence, any company’s services must be offered in such a way that the people who are expecting the service may become a part of it. Still and all, the IT industry cannot deny the reality that the world is becoming more innovative by the second and subsequently business partners and customers will anticipate exceeding services.

Hereunder are three exceptional inward processes that a company should have in order to thrive in Service Management:

  1. Organizational Change and Development: Change Strategy is a real thing. Over the years, businesses have attempted to implement and execute many types of changes in order to become more effective, but change fatigue has created challenges and a perception of risk. The first priority should be to align the personnel in your company so that the organizational human aspect of the transformation is addressed. More importantly people have to be more realistic about the transformation and change strategy they are trying to imply. It can be overwhelming if it isn’t managed properly. Harvard Business School says that organizational change can involve changing your company’s culture, people, product, infrastructure, technology or processes. Be it structural or strategical, organization’s upper levels must communicate their ideas for change and the potential benefits to middle management or front-line employees for any successful idea implementations. Despites the odds, emphasizing the challenges and setting a benchmark by changing the structure at all levels or changing role assignments companies can start a small and new approach by a strong collaborative culture.

  2. System and Network Management: Any company that wants to make a significant improvement in its service must concentrate on system and network administration, maintenance, operation, provision, and security. Each of these operational areas, primarily focuses on maintaining reliability, efficiency, and overall performance. Strengthening network security has become a hot issue of debate, but it’s a hard fact that every company must face, given the significant risk of numerous and advanced attack vectors, exploits and vulnerabilities. To be specific, better security management protects your customers’ data from being leaked, breached, manipulated, or modified, resulting in a positive customer experience. The digital network of your company matters as much as the internal operations as it ensures your business infrastructures to be well and advancing. Improved network security can be a positive aspect in service management since it not only detects and responds to potential attacks, but it also provides a better domain for end users.

  3. Measuring Business Performance: Acting upon learned lessons can be the start for optimizing technology in several aspects. With more possibilities, the rate of technological innovation is on the rise. CSFs(Critical Success Factors) and KPIs(Key Performance Indicators) for example, are well-known performance monitoring and planning methods that still operate effectively in service management. At any and all costs, customer-centric companies must pay attention to key performance indicators. Customer satisfaction, net promotional score, first response time, customer retention rate and employee engagement are common examples of factors that play a part in service management directly or indirectly. It is undeniable that IT service management improves efficiencies, reduces costs, and decreases risk. Furthermore, the objective must be clear, and the transformation path must be well-paved, as the outcomes demand long-term sustainability. Today, The degree of client satisfaction has risen, and service providers have been singled out as a result. Any organization that intends to remain in business should have resiliency in the presence of unknown adversity. The pandemic has demonstrated that no company is invincible to unknown and unpredictable circumstances that may come up. Another reason why Service Management must be treated seriously is because of this. Setting up and properly testing AI is still in its early stages, but the actual prospects for its full potential to be achieved are yet to be fulfilled. Relatively broad perspectives are becoming more common as Digital Transformations become more prevalent.

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