What is Service Management?

Your Guide to UC Service Management

What is Service Management?

Today, flawless business operation in an agile and competitive environment is about knowing how to stay connected, productive, and responsive. You need your communication services to work flawlessly, your IT strategies to support them, and your teams to have the tools they need to perform effectively in their roles.

Unfortunately, finding the time and expertise to make sure that everything is running smoothly isn’t always simple. That’s why “Service Management” exists to take some of the strain off today’s companies. A managed service solution provides organisations with the expertise they need to deliver better results throughout the enterprise. For instance, service management in IT would involve making sure that your IT strategies continue to work as they should with active monitoring and problem resolution.

Some vendors in the unified communication space are also beginning to explore the benefits of managed services for companies who don’t have the time to handle their communication services on-premises. These UC service management solutions come with everything you need to reduce costs, eliminate unnecessary downtime and even improve business operations.

What Does Service Management Do for Your Business?

The most common form of managed service solution comes in the form of IT service management. In today’s age of digital transformation, much of your company’s success will come down to the efficiency and performance of your IT stack. Service management solutions provide businesses with a flexible service, complete with predictable monthly costs, rapid response and resolution services, regular software updates, and intelligent monitoring of your systems.

The leading vendors in IT service management allow companies to choose the extent of the support they need. Some organisations prefer to have their managed service team handle just a small portion of their IT stack – such as the element that deals with unified communications. Other companies want a group that can handle all of their technological and digital needs for them. Most service management solutions will also come with software that administrators can use to check up on the deployment of certain technology, make changes to their system, and adjust permissions as necessary.

With the right service management solution, you can:

  • Manage the performance of essential components in your business: With dedicated software and a help-desk of experts devoted to preserving your company’s performance, you can make sure that your IT stack and communication strategy continues to run smoothly.
  • Easily onboard new employees and software: A managed service solution makes it easy to add new people to your team, remove old employees, and enhance the various features and capabilities you can access.
  • Support your network: Your service management solution may include a team of people who track the performance of your network, virtualised instances, data storage solutions, and many other computer systems.
  • Access a dedicated support team: Managed service solutions come with access to a team of IT and communication experts, so you don’t have to worry about employing new in-house specialists for your organisation or investing in additional training for existing staff members.

What’s more, service management means that you’re never in the dark about what’s happening in your IT and communication infrastructure. You’ll always be aware of any problems that might emerge in your business as quickly as possible, which means that you can launch resolutions before issues affect your customers and your revenue.

Service Management and Your Communication Environment

As the communication environment becomes increasingly complex, some service management solutions are moving beyond the broad scope of IT management and are beginning to look at the benefits of a focused communication solution. In fact, we’re even starting to see the rise of concepts like Communication as a Service, or “CaaS,” for outsourced enterprise communications leased from a vendor. These as a service solutions use service management strategies to handle everything from IM (instant messaging) to VoIP (voice over internet protocol) for today’s companies.

Service management in the communication space allows businesses to avoid some of the complications associated with handling all their software and hardware on-premise. With service management, you get a higher guarantee for quality of service (QoS), and you can selectively deploy new devices and technologies as you need them on a pay-as-you-go basis. This is often as highly attractive proposition to companies who want access to the latest technology on a budget. Communication service management supports:

  • The monitoring of multi-vendor unified communication environments: If you have multiple vendors to handle in your UC environment, it can be difficult for IT teams to troubleshoot and monitor everything effectively. Managed services solutions can simplify this process and ensure that you always receive alerts and notifications before problems can negatively affect your business.
  • A complete overview of your communication stack: With service management software, you can watch over everything in your business that contributes to effective communication. This includes being able to see the performance of your network and server and having complete control over your UC applications too. Some service providers will also help with monitoring things like your ERP or CRM services too.
  • Expandability and flexibility: With service management in your UC stack, you can build on your communication environment whenever and however you choose, without having to worry about investment in the specialist skills that you would otherwise need to make constant adjustments. There’s no risk that your system will suddenly become obsolete because your managed service provider will ensure you stay up-to-date.

Discovering Service Management Software

In a world where countless companies are struggling to stay ahead of the curve with their digital transformation, technology and communication strategies, service management is a powerful helping hand. Service management solutions from the right vendor can help to give you more extensive control over your communication and customer experience systems so that you can get more out of your technology.

Some service management solutions can even integrate IT and network monitoring with your UC stack, and your contact centre environment, for a complete end-to-end overview of your communications strategy.




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