SERVICE MANAGEMENT
End-To-End Service Management Framework
A 4-phase framework to optimise performance of utility application services through 3 areas of focus
A 4-phase framework to optimise performance of utility application services through 3 areas of focus
From here we derive:
Here we craft and execute the Service Marketing Plan – it defines tasks & activities to achieve the marketing objectives of the service according to where it is in its life-cycle.
Next, we create a Service Improvement Model to determine which areas require improvement. This covers both the customer fronting (Customer Experience) & service enablement (Solution Enhancement) aspects of the service.
Finally, through Business Intelligence & Analytics, we actively monitor key value drivers to ensure they are performing up to par. "What you measure is what you get", after all.
