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Relevance Of Service Manager In Today's Business World

With an eye for better equipping businesses along with flexible workflows to manage the customer service process and provide rich end-user experience, one should look for the right service manager for their organizations to leverage true potential

Photo Credit : Shutterstock


The service manager plays a crucial role in ensuring that your workforce has the necessary tools to achieve productivity and flow. It acts as a critical link in the workforce enablement value chain to your goal of winning, serving, and retaining customers.

Traditional Service Desk
The Service Desk was designed to optimize services on behalf of the business and oversee the overall IT processes and the individual components that function and interact with each other on both a software and process level. It also ensured that all the IT functions must work currently and will work in the future as well, assuring all end users are up and functioning.

In simple words, it acts as a single point of contact for all business and technology service questions and an essential communication platform for all the operational processes in technology management. Also, it's responsible for answering, escalating, and resolving enablement issues for other teams within technology management and other players in the ecosystem. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner.

Purpose of Service Manager in Today's Connected World
We now live in a world of anytime, anyplace, anywhere access to data and services, with "instant fulfillment" as the required norm. Businesses are looking for modern ways and making use of smart devices in the enterprise to improve operations and the customer experience, gain greater insight into operations and service quality, and capitalize on new revenue streams.

Whether collecting data, monitoring or controlling / defining processes, the use of service manager in the enterprise is growing rapidly as businesses seek to improve operations and the customer experience in systematic manner.

Speaking of better service experience, undoubtedly, the rising employee expectations of services and support are not limited to IT today. Other lines of business such as customer care, HR, and other facilities also need to improve. The sharing of IT service management (ITSM) and heading towards service manager best practice is a good way to deliver a better service experience.

Service Management solution - a crucial set-up for your Organization
With the new technologies and business models push companies into digital transformation will only increase the demand for the service manager in the near future. Eventually, new employees who are "digital natives" will make up the company's workforce. Businesses must plan for how they're going to sustain these changes. Enhancing the productivity of your workforce is a great place to start - and it will ultimately influence the success of the company.

Obviously, a traditional Service Desk cannot meet the new requirements of enterprises. One should now consider a Service Management solution setup with full-fledged functions, keeping following features in mind:

Improved Customer Experience
The primary goal of the service manager is to deliver business value by maintaining stable operations on a day-to-day basis. Service Management must ensure consistent productivity, especially being able to meet customer demands in a timely and efficient manner. A good Service Management tool facilitates effective and efficient communication with each end user. It also standardizes information sharing and responses to end consumers. 

Enhanced Efficiency by Reducing Downtime
With the Service Management implementation, service teams should be able restore service faster, reducing downtime and disruption meeting service levels, contractual, regulatory and legal compliance requirements.

Collaboration across Teams and Departments
Teams from departments / business units / branches across the organization can embrace teamwork rather than working from siloed knowledge stashes and disjointed communications.

Ownership among Team Members
Service Management is a great way of promoting gratification of ownership & achievement. Each and every member can showcase their contribution by clear mapping of tasks-to-people. It also ensures that things do not get orphaned / dropped on the floor.

Implements Processes for Quality Service Delivery
Service Management makes it practical to enforce predefined processes in order to get the intended results. Each team / service / department owner will contribute to these processes by striving for improving the efficiency through definition / standardization / improvisation of the processes to be followed by their team members (based on the roles) for service delivery.

Manages Vendors & Service Providers based on Services Rendered
One can use Service Management in the context of not just tracking internal operations but also deliverables from 3rd party vendors and there by managing their contracts / payments etc., appropriately with reference to their service delivery. This will in turn result in end-to-end visibility and effective running of business organizations.

Differentiate your services / offerings
Incorporating Service Management as part of day to day operation scope, each organization can confidently venture towards creating and maintaining their own mark on respective customers for their offerings. Key touch points like quick & appropriate responses, updates and follow-ups will make all the difference.

Leverage the True Value of Service Management

Each interaction between your employees and your service management set-up affects the reputation of the entire organization. With an eye for better equipping businesses along with flexible workflows to manage the customer service process and provide rich end-user experience, one should look for the right service manager for their organizations to leverage true potential.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.

Tags assigned to this article:
business sense service managers opinion human resources

Satish Kumar V

The author is Country Head at DMX India

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