Service Management

Typically customers will pursue the service provider that best enables them to achieve their goals and will offer the greatest advantages.

The true value of a service is comprised of

  • Utility or fitness for purpose
  • Warranty or fitness for use

Utility refers to how useful a service is to a customer. There are two ways of improving utility, the first one being performance improvement. This can be achieved by improving the skills of staff, providing cutting edge and the latest technology that will keep them competitive while also encouraging creativity and innovation.

Next is to remove the constraints and bottlenecks on performance. Constraint is anything that impacts the execution or delivery of the service.  The constraints could be limited hardware or unavailability of resources, not having proper access to the information, administrative delays etc. Appropriate method or actions can be used to tackle each of the bottlenecks individually.

Warranty or Service level agreement –

An SLA or a warranty ensures continuity of service, security to offer reliable solution and dependency & support for after delivery of the service and reduction of risk from the customer’s side, on schedule delivery, type of support. Failing to provide warranty can reduce overall service for customers. Service level agreement is part of any client vendor contract agreements and it ensures consistent, timely and quality service.