There's much to love about service management
The IT world has embraced it as a way of putting the customer first, and it’s transformed the way many IT departments think about service requests. Customers are the reason for the product, not a distraction from it, and that mindset has carried service management far beyond IT and onto other business units like Customer Service, Finance, Marketing and Human Resources.
The ultimate goal of any service management strategy is to deliver value at every stage of customer service, whether we’re talking about an external customer or an internal one. To do that, departments have to first define those stages. What does the intake process look like? Where does a service ticket go after that?
This level of defined structure is necessary all the way through the service fulfillment process; the strategy’s design isn’t complete until someone can look at the process and identify, at any given point between request intake and fulfillment, what’s happening with the request and who has charge of it.
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