Service Mgt. helps your service department capture, manage, save and analyze service data critical to your service business. It provides an integrated view of your service business processes and assists your service organization track internal and external human resources, products, parts, warranties, service contracts, service level agreements, service locations, service requests, service tokens and resolutions.
Service Mgt. allows sharing of data across departments that use the information for their work such as sales, service center, technical support, field service and spare parts warehouse. Service Mgt. facilitates information flow between departments and coordinates activities with external organizations such as clients, suppliers and outsourcers in the service business process.
The benefits of implementing Service Mgt. in your organization include:
Service Mgt. also allows you to create a service catalog to package and market the services provided by your service organization.
Your service desk is the face of your company. It is the starting place where your clients are looking for answers to their immediate questions. Service Mgt. provides the following to help you to run your service center efficiently:
1. Everything is a Ticket
The Service Tickets of Service Mgt. can hold all the information of your service operations. Every service request or report-on-a-problem via. phone call, email, Skype, website or other means can be logged as a ticket in order to capture all service work performed regardless of whether the issue is big or small, routine or urgent.
Every new interaction with a client can be a ticket. Internal requests, alerts, emails, phone calls, Skype and website requests can all go in a ticket. Once this becomes a habit, all of your client records will be up-to-date and accurate, meaning you can ultimately better serve all of your clients.
2. Keep Your Clients in the Loop
Service Mgt. allows your clients to submit, track and escalate Service Tickets. It also provides auto-response, auto-notification and auto-escalation capabilities based on the policies and rules that your service team set up. This places a strong emphasis on transparency with your clients as progress and status updates keep them invested in the work your service team is doing on their behalf.
3. Efficient Process & Client Satisfaction
Service Mgt. allows you to set your service team to run efficiently. Everything ends up as a service ticket on your service boards, which triggers the workflows that ensure the right next steps happen within the pre-defined time constraint. Service Mgt. will make sure all of your tickets are routed to the correct service boards. These serve as the center of your service organization. Properly managed service boards, with detailed processes and workflows, will ensure client satisfaction.
4. Effort (Cost) & Result (Benefit) Tracking
Service Mgt. allows your service center managers to manage the travel time, service time, service token consumption and result of each action associated with the service ticket. This ensures accurate time (effort) tracking, more billable hours and a better sense of how everyone’s time is spent. Time tracking is your key to spotting inefficiencies, and ultimately increasing profit.
Service Mgt. provides you with a framework to integrate and streamline your warranty management process across your clients, resellers, suppliers, manufacturers, outsourcers and service teams.
Service Mgt. is able to track different warranties associated with different components of the product. It can also track different warranty periods and/or service levels associated with the same component of the product and select the most suitable ones to claim.
Service Mgt. links the client, products, location and warranty information with the service ticket and allows your service team to see the integrated information on one screen in real-time. This arms your service team with the useful information to explain to the client on the warranty coverage and service level.
Service parts are extra parts that are available and in proximity to a functional item such as automobile, boat, engine and a piece of equipment, for which they might be used for repair. Service parts management is part of the process supported by the Enterprise Service Mgt that can help your service organization ensure that the right spare part and resources are at the right place (where the broken part is) at the right time.
Service Mgt. provides functions for your service team to:
Service Mgt. provides the following features specifically for IT service management.
Service Mgt. can be used to manage the services for both clients and internal departments for IT or non-IT issues.