INTRODUCTION
The main aim of IT service management is to deliver better customer services and also to improve operations in the various departments within an organisation by analysing the different activities and guiding it using a set of processes and procedures. ITSM consists of a mix of processes, standards, information technology and all managerial aspects which acts as a strategic approach to achieving organisational goals.
IT service management (ITSM) looks at the totality of activities by analysing the tasks of each particular department in an organisation and viewing them as a group. These activities are guided by policies systematized by designing processes and supportive techniques – that are executed by an organization to strategize,
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The most commonly used frameworks are: ITIL, COBIT, eTOM & MOF.
• Information Technology Infrastructure Library(ITIL) – ITIL focuses on five different areas of ITSM, namely: service design, service transition, service operation, service strategy and continual service improvement. IT infrastructure library emphasises efficient distribution of IT services which adds value to the organisation. ITIL also focuses on aligning the needs of the business with IT services.
• Control Objectives for Information and Related Technologies(COBIT) – COBIT is utilised worldwide by management which controls the IT business processes. COBIT deals with technical issues and business risks and offers control requirements to assist with handling these risks and issues.
• Business Process Framework(eTOM) – eTOM is a methodology which focuses mainly on telecommunications service providers. eTOM is mainly used in the telecommunications industry and provides important standards for the interaction between various service
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In the past, organisations have focused more on technology instead of users but recent times have developed a new outlook. Businesses are being persuaded to get the customers’ opinion regarding service and support, and their satisfaction is used as the new measuring device. This is determined by the aspiration for constant process advancement. In order to improve processes many service managers aim to align operations with the business. By making use of ITSM process improvement methodologies and implementing industry standard best practices, better services are being offered to the
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Measuring this satisfaction is an important element of providing better, more effective and efficient services. When customers are not satisfied with a service as provided, the service is neither effective nor efficient and can result in a loss of business. Why do we measure customer satisfaction? The level of customer satisfaction with services is an important factor in developing a system of service provisions such as the 7P's: § Product § People § Price § Physical Evidence § Place § Processes § Promotion Theses areas of any business are responsive to the customers needs while minimising costs and time requirements and maximising the impact of the services on target populations.
In other words, the company cannot be good at everything. Moreover, to achieve Service Excellence it is needed to compromise some of the service attributes, mainly by reducing the ones that the targeted group of customers values less, in order to focus on the improvement of the service’s qualities that the customers want most.
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
Highly competitive environment and need of innovation, the companies are facing high pressures to innovate and improve the business process. As IT budgets are limited, process owners and IT departments need to decide how to divide their spending on efficiency and flexibility enhancing IT capabilities to optimally support the execution of business processes. The limited IT budgets put pressure on IT process owners to find the perfect mix to achieve the efficiency and flexibility to support smooth execution of business processes (Heckmann, 2015). IT departments need to find the right balance to use IT budget and decision making ability and play their role in maximizing the organization’s revenue.
Decisions on investments in IT are controversial and crucial in an organization. With a thorough understanding of a company’s strategic context, managers can identify business and IT maxims that can help determine the IT infrastructure capabilities necessary to achieve their business goals.
In the business world today, technology is becoming an essential staple. Every big business relies on it one way or another. More importantly than just technology itself, the use of management information systems is what guides a company in terms of catering to its customers and knowing what moves to make next. Management information systems (MIS) can be defined is the study of people, technology, and organizations (What is MIS?). However, that is a very general definition because there is a lot more that comes out of the use of these MIS systems.
The service level alignment perspective focuses – as the name shows – on how to build a world-class IT service organization.
Information technology (IT) strategy is long term overall plan of the company to achieve the set goal against constantly changing IT requirements (Rouse, 2012). Information strategy should align with overall company’s business strategy for the success. It strategy covers all the factors for IT infrastructure management which includes cost of software and hardware, IT resource management, vendor management and other aspects associated to IT environment. IT strategy plan should be flexible enough to accommodate the business strategy changes, new technology or technology changes, customer requirement changes and budget constraints,. Many companies opt for formalizing the IT strategy plan in a written document long with milestones and critical success factors. IT strategy is a comprehensive plan that information technology management professionals use to guide their organizations (Rouse, 2012).
Quality improvements in IT delivery and service support can be improved by measuring and tracking user satisfaction, integration and flexibility early on in the decision process and reinforcing them throughout the review process. Adhering to quality management best practices means ensuring that quality standards are strictly enforced and entrenched into the organization’s philosophy. Even though Total Quality Management (TQM) has been replaced by other quality methodologies in many cases, organizations that have taken the long arduous journey to properly implement TQM benefited from it immensely [1]. While TQM may be perceived by many employees as just another passing fad that will soon fall by the wayside, the environmental conditions that exist within the organization will determine if TQM can be successfully implemented and take root.
In past few years, companies and industries of various sizes have become aware that they need to improve business processes such as product development, order fulfilment, planning, distribution, and customer service. So everybody is now focusing on doing process improvement or redesigning.
Service management is refers to the chain management system which established the relationship between the organization and consumer. It is integrated into supply chain management system when the actual sales and customer intersect. The aim of service management system is to provide the best services to the customer through their performance. The high performance of service management can ensure the optimum services to their customer in a complex manner than the typical supply chain. Most of the time, the organization requires larger inventories and strong integration with different system and innovation. They have to be prepared with advanced information and high performance to accommodate inconsistent and uncertain demand. Moreover, Service Management must be coordinated across numerous services with large number of parts and different level of the supply chain.
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.