Things to Consider When Investing in Service Management Systems

June 30, 2012 by  Filed under: Management 

What is Service Management?

Service Management is a methodology that helps a business efficiently manage its field based staff, business processes and technology to deliver an excellent service in the most cost-effective manner.

Improved levels of customer service that can be achieved with the right Service Management System offer a more enjoyable customer experience when dealing with your business.

Service Management Systems streamline your business processes creating a more efficient service, reducing costs and offering a significant return on investment. By eradicating time consuming, mundane and unnecessary tasks your business becomes more productive and more profitable.

Calculate the Costs

The majority of Service Management Systems are offered as ‘Software as a Service’ solutions as this greatly reduces the implementation costs associated with traditional systems.

At the start of the implementation you may need limited functionality in order to improve your operational efficiency. However you should consider the bigger picture and your technology partner should be able to demonstrate a sustainable, scalable solution that will grow alongside your business for many years to come.

Uncover the Systems Limitations

Whilst many software providers will tell you all about what the system will do, a valuable partner should be discussing the limitations of the system with you in order to ensure a solid relationship. You need to make sure you have a thorough understanding of where your new Service Management System begins and ends in order to close any gaps that may exist between your technologies.

Try to find a partner with technology that has been designed to fully integrate with your back end systems. The last thing you need is to implement a system to improve efficiency that is going to result in a lot of importing, exporting and manual manipulation of information to make it fit. Look for a partner that can provide agile Service Management Systems, this will enable the system to develop with your business processes. If changes need to be made to bring the system back in line with your business processes, they should only have to be changed once. If you select a number of partners to look after different areas of your business then the chances are you’ll have to pay for any changes many times over. Do your research and try to find a partner who can offer a single platform Service Management System, this will save time and money in implementing changes.

Project Manager to Plan Roll Out and Manage Implementation

Implementing a Service Management System requires careful planning, communication and management, which is why appointing a Project Manager, is essential to the success of such a big task.

Whilst some areas of the business will have a vested interest in implementing a system there will be other areas that may not see the benefits. It is important to engage with all departments and especially those employees that will be using the system on a day-to-day basis. Any reluctance to utilise the system will have a negative impact on the overall benefits. Clear communication and involvement at an early stage in the project should minimise any problems that may occur at a later date.

Highlight the benefits to each department, make sure that they understand that this new system will make their jobs easier, will eradicate mundane tasks from their workload and enable them to achieve more. A project manager should anticipate any issues and manage them with the help of department heads prior to and during installation.

A Project Manager will act as a central point of contact in ensuring that the service management partner keeps to schedule and also gets the information and access needed to move the project forward. A central point of contact is vital for everyone involved and will help any misunderstandings at a later date.

Measurement and communication regarding the benefits of the system will help to reinforce the reasons behind implementing a new system and this should form part of the plan and implementation.

Aeromark are one of the UK’s leading providers of future-proof service management software and service management systems for the business market.

Article Source:
http://EzineArticles.com/?expert=Sadie_Hawkins

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