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Global Service Management – The Back Bone of a service organization

tecxpertsCorporate TrainingGlobal Service Management – The Back Bone of a service organization
12 January 2018 Posted by tecxperts Corporate Training 6 Comments

Global Service Management

Dedicated service today, forward-thinking solutions for tomorrow. Understand customers’ goals and get delivery of services right, first time, every time. Global Service Management continually enhances customer experience and meets borderless growth ambitions.

Service excellence is not just about availability and uptime of services but to understand the customer requirement and need -present & future, understanding how they work, what their business roles and challenges are, helping them so that they’ll get more value out of their investments for technology and expansions.

Most of the service industry organizations sometime fail to understand the need and requirement of customer’s business, resulting dissatisfaction and losing business.

In our 20 years of professional career, we have seen organization growing multiple folds who supported customer by using the best practices of global service management. Let’s take an example of banking industry, they are assigning a dedicated service manager / relationship manager for the platinum account (customers are divided in 3 different category Platinum, Enterprises and Channel) who is interacting with the customers on regular basis, helping them to sort out the issues with the organization not only to satisfy customer but to delight customer to make him realize that he is SPECIAL for his organization.

In a IT / Telecom based organization a dedicated service manager is not only the customer interfacing but he is the VOICE OF THE CUSTOMER WITHIN ORGANIZATION, in nut shell he is the SERVICE OWNER or custodian of customer services within organization.

Skilled service specialists manage CAF to CASH – listen and translate aspirations into a practical product and service package that consistently delivers service excellence from order management, billing and collection, through to service assurance and diagnostics. They take time to adapt the service to delight users and meet business goals of organization.

Benefits of global service management

1.Consistent service aligned to business goals or objectives.
2.Enhance user experience with guaranteed service availability that meets SLAs (Service Level Agreements), TATs & MTTR
3. Manage risk with clear accountability.
4. Round the clock support
5. 24/7/365 availability of services.
6. Cost effectiveness.

As per our journey of 20 years with various organizations across globe in different technology domain like cloud, data center, telecom and networking, we have identified KnowledgeCert explained about the end to end global service management in a systematic manner with complete information from start to end, covering all the important concepts of global service management.

Have a Look of these contents but not limited to

1. Service organization – Process, Policy & Objective.
2. Interfacing Global Service Management with stakeholders & customers.
a) Sales & Sales Operations
b) Project & Program Management
c) Service Operation & Assurance (Incident Management, Change Management, Problem Management, Knowledge Management, Event Management.)
3. Understand customer business. Technical Architecture, understand future requirement, Know your customer internal organizations
4. Managing customer operation – Service Reviews, Governance meeting, SIPs, CSIs
5. Billing & collection and Termination & Retention.

                                                       JOBS IN GLOBAL SERVICE MANAGEMENT

Global Service Management

Comments (6)

  1. Sheshank

    Customers’ satisfaction is very important for an organization. A customer is satisfied only if the organization is delivering the services as per his present needs and requirements. Also the organization must understand the future requirements of the customers.

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