Service Management
Service Management describes the processes around IT and telco business (ICT - Information and Communication Technology). The overall target of a Service Supplier is to deliver high quality services to the customer, where the customer is willing to pay for.
Service Managemet has two Dimensions:
- Service Sales
- Service Delivery
Specially the combination of Sales and Delivery responsibility the Service Managager has allways "an ear" on the customer and see all the challenges and problems the customer has.
A successfull Service Manager is able to build relationships to the operative environment of the customer. He should able to support in Service Solution design independently if it is self benifficiary or not, to build up the trustness with the customer.
The baseline of an effective Service Manager is the Service Delivery performance. The Service Manager need full control and guidance to the delivery Organization to initiate Service Improvement Plans if necessary.
The main delivery tasks are:
- Monitor, report and review the level of services provided
- Provide and improve the relationship and communication with the customer and internal delivery stakeholder
- Ensure that specific and measurable targets are developed for all services
- Monitor and improve customer satisfaction with the quality of services delivered
- Ensure that the delivery organization and the customer have a clear and unambiguous expectation of the level of services to be deliverd
- Develop and management of appropriate Operational Level Agreements (OLAs) to ensure that targets are aligned with SLA targets
- Review of all underpinning supplier contracts and agreements with Supplier Management to ensure the targets are aligned with SLA targets
- Proactive prevention of service failures
- reduction of service risks
- Support customer in Service solution design
- Negotiation and agreement of cusrrent requirements and targets, and the documentation and management of SLAs for all operational services
- Negotiation and agreement of future requirements and targets, and the documentation and management of SLRs for all proposed new or changed services
- Define, document, agree the level of services provided
Value for the business
The Service Manager provides a consitent interface to the customer for all service related issues. He provides the delivery organization with agreed service targets and the required management information to ensure that those targets have been met. Where targets are breached, the Service Manager should provide feedback on cause of the breach and details of the actions taken to prevent the breach from recurring. Thus position provides a reliable communication channel and a trusted relatioship with the appropriate customer and business representatives.
You need to set up this consistent interface to the customer? ICT-Service-Solution will consult and support you to speed up with dedicated customer service and to avoid the first mistakes.
- Service Manager resources
- Implementation of the position into your Organization