Service Management is All About Delivering Value to customers

Service Management is All About Delivering Value to customers

Service Management is All About Delivering Value to customers and Focusing on the overall value is of immense importance in the modern evolved and technical era. Understanding what value you can obtain from the perspective of a customer will help in driving what business success looks like and how you can achieve the same. 

The onslaught of technology has made for a fast-changing, dynamic environment while impacting the manner in which organizations tend to run their respective enterprise service management operations. In the coming decades, we can observe a myriad of enterprise services being delivered with the blend of smart humans and virtual agents guided by AI. 

While AI-powered service management will help in bringing infinite possibilities and features, the bottom line for ensuring the overall success of any implementation is going to be the ‘value’ being delivered. Therefore, Service Management is All About Delivering Value to customers and it is not always bout the technology -whether AI or something else. It is also not about the wide range of features being offered. Ultimately, it is about the value that your service management solutions are providing to the end customers. 

Moving from the Notion of ‘Technology First’ to ‘Business First’

ITSM or IT Service Management is about dealing with Information Technology alone. The success of any IT implementation is to be expected to be analyzed by the manner in which it supports the entire business. This is the reason why the concept of service management is expected to go beyond IT while supporting other functions effectively -ranging from facilities management to customer services, security operations, HR, governance, risk, and compliance. 

There should be the presence of a single, integrated service platform for delivering improved user experiences along with improved maintenance, transparency, and better control.

 Getting an Understanding of Sectoral Nuances

Every industry vertical will have its own unique nuances, structures, styles, operations, and so more. Therefore, the effective solution for service management is expected to be customised to fit the varying needs of every vertical. 

For instance, your organization’s service management catalog can feature dedicated vertical solutions for manufacturing, retail, finance, and so more. 

Ensuring Measurable Outcomes

It is not possible to manage what you are not able to measure. The value that a particular solution will be delivered should be measured properly depending on expected outcomes. 

When you have access to clearly stated and expected outcomes, you can easily align the respective efforts to meet the existing outcomes. Technologies are bound to come & go. Still, maintaining a high-end, sharp focus on the overall value you are creating helps in delivering focused efforts. Importantly, it helps in the creation of ample trust as well as satisfaction for the clients. It is because they will drive not only by business mandates or technological capabilities but also by a high-end vision to deliver unmatched customer delight.

IT Service Management Best Practices to Drive Maximum Business Value

When you make use of the best practices to ensure IT service management, it helps organizations in improving the overall ability to integrate, deploy, and manage the respective ITSM systems and tools. 

As service management serves to be a critical aspect of the entire digital transformation strategy, any potential improvement should be observed as a strategic shift -not only as a technology-enabled project. Any effort or investment in the domain of IT service management should be focusing on:

  • End-user experience
  • Operational excellence
  • Innovation
  • Transparency
  • Process efficiency

Some of the best ITSM practices that can ensure that IT is capable of delivering true value to users and businesses are:

  • Defining an Exhaustive IT Strategy: One of the initial steps to seamless service management is defining the vision and strategy of your organization. You can look forward to developing a comprehensive roadmap and vision for the ITSM initiatives. Go through the user response and implementation phase while allowing provisions for potential improvements in the long run.

When follow a systematic approach to analyzing and guiding the progress of the ITSM implementation projects, it helps in finding relevant success factors and defining the guiding framework, metrics, KPIs, and the desired state at different stages of the implementation process.

Any dedicated roadmap effort should aim at covering all domains of IT with respect to service management.

  • Front-end IT: It would include the technology systems, solutions, and capabilities enabling service operations, service transition, and service design. For instance, including a self-service portal for the applications of the Service Desk.
  • Middle IT: Including operational workflows and processes defined by automation capabilities and frameworks.
  • Back-end IT: Data and administrative capabilities including monitoring, analysis, AI, and business intelligence for enabling business and IT executives to make as well as enforce high-end decisions.

  • Developing Business-centric IT Services: IT Service Management enables organizations to transform overall operations by leveraging the benefits of advanced technology-backed solutions. Digital transformation will require that technologies should not be only efficient, but also business-focused. 

Getting an understanding of the delivery of IT services and how users are interacting with the technology can help businesses map as well as correlate ITSM strategies and business outcomes. For instance, the adoption of a unified process for tracking and analyzing IT incidents and configuration updates can help you in understanding how IT infrastructure changes will influence the availability of IT services and ultimately, business productivity. 

  • Using Hyperautomation: Hyper-automation can be regarded as a famous ITSM trend that is responsible for combining a wider range of intelligence and automation capabilities to execute tasks that would otherwise need human intervention. Sophisticated and advanced technology solutions will help in the creation of a ‘digital twin’ of the entire ITSM organization that is responsible for core ITSM tasks, including:

  • Monitoring
  • Analytics
  • Service discovery


Service Management is All About Delivering Value to Customers. As service management tends to be a highly encompassing as well as an important domain of any IT business or organization, there are several best practices that would work best for your organization. IT executives, business leaders, and other responsible agents should aim at delivering positive business impact to ensure rapid ITSM technology investments.

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