Digital Service Management
The key to managing the digital enterprise
Enterprise functions – IT, Finance, HR, Procurement, Facilities and others – often struggle to deliver efficient, customer-centric services to the business. The “watermelon effect” is quite common, where on the outside the service metrics (e.g. SLAs) are green, but under the surface (whether through perception or reality) it is red and fragile, and the business is dissatisfied.
Successful organizations are investing in the six building blocks to develop digital service management capabilities and unlock the value to the business.
​
Digital User
Experience
Provide users a modern experience through a variety of channels - chatbots, virtual assistants, intuitive mobile and web interfaces, etc. that enables them to interact and consume services as per their requirements and preferences
Operations
Analytics
Use big data analytics to unlock the value from operational data – generate real-time ]dashboards on health and performance metrics of the Business Service, get actionable alerts to reduce outages, improve utilization enabling the transformation to a proactive service delivery organization
Business Service Centric Approach
Shift the focus from technology or process to the end services that are delivered to the business. Start by creating transparency through end-to-end (E2E) service maps linking the various service components
Service Integration and Management
Move to a plug-n-play service delivery model where one or more internal or external service providers delivering different service components are seamlessly integrated to provide an E2E service to the business
Process
Automation
Use automation to improve productivity, increase accuracy, improve compliance, reduce processing time, thereby delivering a faster, more robust and more cost-effective service to the business
Performance Excellence Culture
People should be incentivized to identify automation opportunities, fix knowledge gaps, finetune processes, submit innovation ideas, etc. – all measured through leading and lagging indicators