Insights

Building Sustainable Service Operations for Tomorrow

Author: Tank Li

Service operations management is crucial for maintaining the reliability and efficiency of an organization’s unique services. The traditional approach of assembling tools relying on past experiences can lead to inaccurate workload and performance estimations.

A well-run service operations team requires a holistic, agile, end-to-end perspective that relies heavily on human intelligence, automation, and AI to meet your growing capacity needs. With the growing complexity and interdependence of IT services, service operations—encompassing daily activities like incident, problem, and technical management—are essential for ensuring your services function seamlessly, enabling employees to operate at peak efficiency, and meeting your business needs.

Managing service operations isn’t a new concept, but creating a resilient service operations framework requires adapting to the ever-changing marketing conditions to drive business growth. Here are a few fundamental principles for building a sustainable service operation that can keep pace with your business.

Evaluate Current State

Review the current design processes, workflows, tools, and infrastructure to determine the effectiveness of a service operation. By understanding the end-to-end service operations and interdependence with other IT workflows and security tools, you pinpoint sources of waste, inefficiencies, and bottlenecks. We collaborate with you and your stakeholders to map workflows, quantify the current state, and design an improved future state that aligns with your business strategy and overall service operations ecosystem.

Define Success Management

Service operations teams stay close to daily operations to improve the processes and customer experience. They work with their stakeholders and leadership teams to establish success metrics such as Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), First Contact Resolution Rate, Service Availability, and Customer Satisfaction using ITSM tool analytics, dashboards, and regular reporting.

Together, we revisit these metrics to ensure their relevance and design an agile multi-tiered support model with intelligent ticket routing, a self-service knowledge base, and automation for repetitive tasks to ensure the best support is available for your team and customers.  

Connect Generative AI Integration

Service operations are ideal for AI integration due to established measurement and reporting processes. We identify proven use case scenarios for Generative AI to address business challenges efficiently.

Improve Scalability and Cost Management

Scalability and cost management are core responsibilities of service operations and are often challenging to balance. We work with you and your leadership team to understand the benchmarks and design processes that scale with growth, adapt to market changes, and manage costs while delivering high-quality services.  

Build Service Resiliency

Service resiliency is your safety net during unexpected disruptions like server failure or power outage. By investing in resilient services, you’re rolling out robust systems that can quickly recover from setbacks. We partner with you to create tailored disaster recovery and business continuity plans that fit your needs. Our hands-on, personalized approach ensures your plans are practical and effective. This proactive strategy will significantly reduce potential impacts on service continuity.

Strengthen Security Management

Service operations must identify risks and develop mitigation plans for disaster recovery, compliance, and security measures. We work with you and your stakeholders to define key performance indicators (KPIs) and key risk indicators (KRIs) and to develop a security scorecard for ongoing assessment and refinement to keep pace with evolving threats.

Invest in Employee Training

Training also fosters a positive work environment, reducing turnover and attracting skilled professionals. With well-prepared teams, your business can adapt to market changes, streamline operations, and consistently exceed customer expectations. We design onboarding and continuous development training programs, driving operational excellence and sustainable success.

Why Are We a Good Fit for Your Service Operations Needs?

• Location: We have a global presence in 15 countries. We ensure seamless coordination and support across diverse regions, effectively addressing time zone disparities.
• Expertise: We are one of the top 20 IT managed services consultancies in the U.S., LATAM, and APAC. We have specializations in many technical domains and are familiar with AI deployment.
• Security: Our robust infrastructure ensures reliable operations, bolstered by advanced technology for efficient task management and data security. We perform ISO27001 IT Security Management audits yearly.
• Cultural alignment: We prioritize cultural compatibility to facilitate seamless collaboration across diverse teams. We work closely with you to understand your team’s culture, establishing a feedback channel for regular updates and critical decision-making.

As your extended team we provide a left-to-right view to tackle your service operations challenges. Our blend of technical expertise and business acumen helps you to explore, test new ideas and find value through smart use of technologies. We work on your terms and craft prescriptive solutions to alleviate your organization’s concerns because we know each client is unique and there is no one-size-fits-all approach.

Wing Liu, Head of High-Tech

Next Steps

Choosing the right IT partner can significantly enhance service operations efficiency and drive cost savings. Beyondsoft’s engagement framework offers an iterative and flexible approach tailored to your organization’s specific needs. Contact us today, and let us explore the future together.