Service Portfolio Management: 5 tips on managing services effectively through the service desk.
Service Portfolio Management through the service desk gives you complete control over the services you provide to both internal users and external customers. The Service Portfolio is a complete list of the services provided by an organisation and any associated contracts. The Service Portfolio is usually organised into phases: services that are in the Pipeline, that are Live in the catalogue, and that are Retired. Here are some tips on managing your service portfolio effectively, to ensure the best provision of services to meet SLAs, to match business objectives and to ensure operation within budget.
Subscribe individual Customers, Departments or Organisations to services.
Services can be internally or externally available, and you can ‘subscribe’ individual users, departments or organisations to each service. Subscribing means that users only see the services that are applicable to them, and can be kept up-to-date of operational statuses and announcements regarding a particular service. In SupportDesk, it is possible to add individuals or groups as subscribers to services.
Provide direct communications to subscribers from the Service Portfolio.
Once the subscribers are added to individual services it is then possible to contact users en-masse when operational statuses on services change. For example, if there is scheduled down-time on a service, subscribers can be alerted by email in advance, or if a service is offline, users can be notified that the service desk is aware of the issue and working on it. This gives users a personalised communication channel regarding their services, and even though it is never ideal for services to be offline, sending a personal message regarding the operational status can heighten customer satisfaction.
Include an area dedicated to Service updates on users’ self-service portal.
Another way of personalising the Service Portfolio is to include on the self-service portal an area dedicated to service updates. So, when a user logs in to their self-service portal profile, they can instantly see operational statuses, news and updates regarding services they subscribe to. This can also quell the amount of calls logged, if customers can see that engineers are already aware of an issue.
Associate inventory items with individual services.
It can be very useful to associate inventory items or products with services, so that when issues occur, Incidents can be logged against both the service, and the individual inventory item that is causing the downtime. This allows service managers to instantly identify which services will be impacted when faults occur, and can predict how long downtime will be.
Report on service performance to continually improve.
Reporting on service performance allows businesses to identify where improvements can be made in terms of up-time, accessibility and user training. There is also the factor of cost: service reports should also display which services are performing within budget, which are costing money, and can identify associated inventory items that may be responsible. This pro-active service management is an essential part of continual service improvement.