Service processes

Digitalization and increasing efficiency of service processes using the best practices in the industry

Digitalization

Digitalization of service processes has been ongoing for years. Many good examples are already in use and digital services have taken huge steps forward to offer better customer experience.

I have led deployment projects of customer service management systems for many different types of organizations: from small to large companies, educational institutions, and government organizations.

About twenty years ago most of my projects were deployment projects for software houses and IT service companies. Nowadays most projects have been targeting services for consumers, citizens or internal services of an organization to employees, for example HR services.

Best industry practices

I can offer industry best practices for digitalizing your services. Typically, this kind of work starts by an interview with the service specialists, after which we will organize a common workshop. During the workshop we will go through the service processes and brainstorm the ways to make service more efficient.

After the workshop, a plan is made on how to improve processes and efficiency, and which steps can be taken to do so. During this phase also an evaluation of the customer support system is made: are the system functionalities fully utilized to get the maximum positive impact on the service? This plan and evaluation of the system is then reviewed with the service group. After that the development measures are utilized, or a schedule is created to implement them later.



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Defining processes





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Software projects

Support with project management, in all project roles and phases

Integrations

Specifications and development of integrations between ITSM/CSM-systems and CMDB

Service processes

Digitalization and increasing efficiency of service processes using the best practices in the industry

ServiceNow and Requeste

Consulting, specifications and development using agile methodologies

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