Service Management 101

Your Guide to Service Management Software

Service Management 101

If you want to run a successful company in today’s fast-paced environment, then you need a way of tracking performance and optimising your organisation. Unfortunately, with so many dispersed tools and platforms to manage, it can be difficult to keep on top of everything in your organisation’s back-end.

Fortunately, Service Management solutions could be the answer. Initially designed for the IT sector to help with things like network monitoring, service management  systems are designed to give you a better insight into your technology investment. With service management software, you can ensure that your business keeps running at its best day after day, improving customer satisfaction and enhancing revenue potential.

Though service management started in the IT sector, it’s recently evolved to include opportunities for the communication environment tool. Communications-focused service management offers an end-to-end overview of your UC solution so that you can maintain quality-of-service for your users and customers.

What is Service Management, How Does it Work?

Service management software is essentially like having a complete overview of your communication environment presented to you in a series of easy-to-understand graphs and charts. With service management software you can determine where the bottlenecks in your comms strategy are, improve performance, and eliminate inconsistencies.

With service management software, you can also streamline the process of onboarding new employees and updating software. Service Management tools offer remote access to your communication environment so that you can send out firmware updates to globally-dispersed network within minutes. This is particularly beneficial for companies who want to avoid sending engineers to remote offices.

Common features of service management tools include:

  • Remote access
  • Location tracking
  • Real-time data reports
  • Simple and intuitive UI
  • Automatic failover support
  • Reporting and analytics

What Are the Benefits of Service Management?

Service management solutions are delivered over the cloud, usually on a pay-as-you-go basis. This means that you can minimise your expenses while you optimise your business. Ultimately, “SM” software is useful because it provides you with complete control over your communication strategies and endpoints while reducing the amount of work your IT teams need to do each day. When a new fix or patch needs to be rolled out, your IT staff can deliver the update in minutes to employees worldwide. Other benefits include:

  • Better risk management: With service management software, you can track your communication system and watch for signs of quality or service disruption. Automated alerts ensure that you’ll be the first to know when something goes wrong.
  • Performance analysis: With service management systems, you can see how your team is using your communication technology stack, and where you may need to make changes to improve productivity and efficiency. For instance, if you notice that you’re losing customers due to a poor first-time resolution percentage, you could give your agents additional training.
  • Improved lifecycle optimisation: With service management software you can easily roll out new software, deploy updates, and manage real-time diagnostics all while reducing business overheads. What’s more, when you need to decommission or reallocate assets, you won’t need to send an engineer out to a specific location, reducing overall company costs.

Top UC Service Management Vendors

Service Management software is an exciting concept in the communication space, particularly as UC stacks and collaboration services become more complex. With service management software, companies can access multi-level support for their entire infrastructure, with minimal upfront investment. However, there are still only a few vendors exploring service management today. The companies worth considering include:

Trends in Service Management

Service Management software as a solution for unified communications is so new that trends have only just begun to emerge. Ultimately, the technology is all about giving you a better insight into everything that’s going on behind the scenes of your communication environment so that you can achieve the best possible performance and quality of service. Trends include:

  • Device and vendor agnostic: The best service management software needs to be agnostic to support companies with tools from multiple vendors. Agnostic software management vendor ensures that you can control everything in your comms environment, regardless of where it comes from.
  • Zero-touch support: With the right service management tools, every reseller can become an expert in provisioning and life-cycle management. Zero-touch provisioning ensures that customers can either partially or fully automate parts of the communication management lifecycle.
  • High-level security: Exceptional service management solutions need to be easy-to-use and secure to support the modern company. The best services come pre-packaged with security features like transaction encryption; device identity validation and SSL client authentication support.

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