Enterprise Service

Service Management 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 Management 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 Management 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 Management in your organization include:

• Improving productivity -- Accurate and easy service ticket tracking process enables teams to respond to service requests promptly.
• Eliminating waste -- Mapping and defining processes help define activities, resources and more by how much value they add and minimal or no value activities can be eliminated.
• Enhancing visibility and control -- Once periodically reports are established, reliable metrics offer a high level of visibility and problematic areas can be easier to identify.
• Increasing client satisfaction -- As processes help define roles and responsibilities, clients will become more satisfied with the responses to their service requests.

Service Management 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 Management provides the following to help you to run your service center efficiently:

1. Everything is a Ticket

The Service Tickets of Service Management 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 Management 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 Management 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 Management 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 Management 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 Management provides you with a framework to integrate and streamline your warranty management process across your clients, resellers, suppliers, manufacturers, outsourcers and service teams.

Service Management 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 Management 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 Management 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 Management provides functions for your service team to:

• Check spare parts inventory
• Request spare parts (for on loan or replacement)
• Search for alternative parts
• Return parts (including return material authorization and inspection)
• Request parts repair
• Trash non-repairable parts
• Automatically or manually replenish

Service Management provides the following features specifically for IT service management.

• Service Desk -- The point of contact that manages incidents and requests
• Incident Management -- Restoring IT service after an unplanned interruption
• Request Fulfillment Management -- Providing new software or hardware or access to network resources
• Change Management -- Modifying infrastructure and applications in a controlled way with minimum disruption to users
• Problem Management -- Preventing incidents and/or minimizing their impact (a problem = a group of incidents)
• Service Catalog Management -- Providing a ‘menu’ of IT services or self-service portals
• Service Asset and Configuration Management -- Controlling, monitoring, and documenting the configuration of assets that deliver services
• Knowledge Management -- Sharing ideas, experiences, and info to support good decision-making and prevent time-wasting searches
• Service Level Management -- Negotiating and meeting the agreed upon service level agreements, known as “SLAs” (e.g. ticket response and resolution times)

Service Management can be used to manage the services for both clients and internal departments for IT or non-IT issues.