Service Management Excellence Guide: 7 Steps to Delight Both Employees and Customers

Service management has been sweeping the IT world for several years, but it's now also transforming the way companies think about how they provide service in other business units like Customer Service, Finance, Marketing and Human Resources. Before service management, companies were forced to take a reactive approach to requests. They responded first to the easiest requests or most vocal requesters, leaving other requests to linger and risking ill will among customers. Service management changes all of that. Now companies can create and follow a standardized response roadmap with the customer and employee experiences at the center. Here are the basic steps to get you started.