Learn how to improve your service operations efficiency, quality, and satisfaction with these tools: frameworks, software, dashboards, chatbots, feedback, and training.

Consumption based services need a different type of operational framework as some of these are inherently built into the software or service consumed. With over 20-50 % of systems are serverd from cloud it’s important to have Consumption service operations baked in. Cyber security operations are part of any service operations framework and it’s important to factor those as core service operations but may be executed outside of normal service operations.

You’re struggling to optimize your service operations. What tools can help you get there?

Service operations are the activities that deliver value to your customers, such as providing support, resolving issues, or fulfilling requests. However, optimizing your service operations can be challenging, especially if you have multiple channels, processes, and systems to manage. How can you improve your efficiency, quality, and customer satisfaction without spending too much time and money? In this article, we will explore some tools that can help you optimize your service operations and achieve your goals.

1 Service operations framework

A service operations framework is a set of principles, standards, and best practices that guide your service delivery. It helps you align your service operations with your business strategy, customer needs, and regulatory requirements. A service operations framework can also help you define your service portfolio, roles and responsibilities, performance indicators, and improvement plans. Some examples of service operations frameworks are ITIL, COBIT, and ISO 20000.

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2 Service operations software

Service operations software is a type of application that supports your service operations processes and functions. It can help you automate, integrate, and streamline your service operations activities, such as ticketing, workflow, scheduling, communication, reporting, and analytics. Service operations software can also help you monitor and manage your service operations performance, quality, and compliance. Some examples of service operations software are Zendesk, ServiceNow, and Freshservice.

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KS Ganesan

Entrepreneur |Executive Leadership | Digital Transformation | CTO | Advisor | Public Cloud & SaaS | AI & Platforms| IT Modernization | IoT & Industry 4.0
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Consumption based services need a different type of operational framework as some of these are inherently built into the software or service consumed. With over 20-50 % of systems are serverd from cloud it’s important to have Consumption service operations baked in. Cyber security operations are part of any service operations framework and it’s important to factor those as core service operations but may be executed outside of normal service operations.

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3 Service operations dashboard

A service operations dashboard is a visual tool that displays your service operations data and metrics in a clear and concise way. It can help you track and measure your service operations performance, efficiency, and effectiveness. A service operations dashboard can also help you identify and analyze trends, issues, and opportunities for improvement. Some examples of service operations dashboard tools are Power BI, Tableau, and Klipfolio.

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4 Service operations chatbot

A service operations chatbot is a type of artificial intelligence that simulates a human conversation with your customers or employees. It can help you provide faster, easier, and more personalized service operations support, such as answering questions, resolving problems, or fulfilling requests. A service operations chatbot can also help you reduce your service operations costs, workload, and errors. Some examples of service operations chatbot platforms are IBM Watson, Dialogflow, and Rasa.

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5 Service operations feedback

Service operations feedback is the information that you collect from your customers or employees about their satisfaction and experience with your service operations. It can help you understand your strengths and weaknesses, as well as your customers' or employees' needs and expectations. Service operations feedback can also help you improve your service operations quality, loyalty, and retention. Some examples of service operations feedback tools are SurveyMonkey, Qualtrics, and Customer Thermometer.

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6 Service operations training

Service operations training is the process of educating and developing your service operations staff on the skills, knowledge, and behaviors that they need to perform their roles effectively. It can help you enhance your service operations productivity, quality, and consistency. Service operations training can also help you motivate and engage your service operations staff, as well as reduce your service operations turnover and risks. Some examples of service operations training methods are e-learning, coaching, and gamification.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re struggling to optimize your service operations. What tools can help you get there?

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1 Service operations framework

2 Service operations software

3 Service operations dashboard

4 Service operations chatbot

5 Service operations feedback

6 Service operations training

7 Here’s what else to consider

Service Operations

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You’re struggling to optimize your service operations. What tools can help you get there?

1

2

3

4

5

6

7

1 Service operations framework

2 Service operations software

3 Service operations dashboard

4 Service operations chatbot

5 Service operations feedback

6 Service operations training

7 Here’s what else to consider

Service Operations

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