A service operations team that concentrates on strategic planning and customer satisfaction, alignment of customer success, customer support, and service delivery is critical for scaling companies.
This service desk department prioritizes engaging and delighting through customer service so that your company can continue to grow. In this blog, let us have a quick overview of what ServiceOps is, why organizations should adopt this approach, its benefits, and best adoption practices.
What is serviceOps?
ServiceOps is a confluence of service and operations management and is an emerging trend in enterprise technology. ServiceOps at its core revolves around modifying organizational work culture, day-to-day operations, and technologies integrated in a way that ensures enhanced user experience by offering real-time transparency, automation, and smart collaboration throughout the organization among otherwise siloed departments.
Why ServiceOps?
There is an immense amount of evolution happening in the technology landscape. However, the IT Operations (ITOps) and IT Service Management (ITSM) approaches are struggling to meet customer expectations because of existing legacy systems. Many enterprises do not have modern ITSM and ITOps management systems and strategies adopted. Hence, ServiceOps is gaining traction because of its ability to overcome the following challenges:
● Running New Applications With Legacy Applications
Migration to a cloud architecture completely can be a challenging and expensive task. Hence, many organizations have to stick with on-premises legacy systems and cloud infrastructure deployments to execute their operations. Maintenance of legacy systems can be challenging because of their aging hardware and software components, which have the potential to expose the business network to multiple security threats.
● Massive and Intricate IT Infrastructure
IT decision-makers spread their operations throughout complex and hybrid IT infrastructures to optimize performance, cost, dependability, and security. If this is the approach, a small configuration mistake, unresolved bugs, or network concerns can cripple the operations that can impact multiple application users.
● Scalability Challenges
Manual operations are prone to mistakes and most likely result in regular and recurring service failures impacting various users. Because of the resource limitations, the operations or service scalability can be fundamentally limited.
● Siloed ITSM and ITOps Operations
Fragmented service management operations are a bottleneck for the IT Service Desk. Generally, ITOps teams are involved in backend infrastructure operations to handle the fast-evolving IT infrastructure systems and applications. On the other hand, ITSM departments have to resolve support concerns and resolve tickets.
Additionally, as they deploy and track the latest changes, the change management teams are looking to collate the efforts of the siloed teams.
Also Read: An Overview Of Data Center Infrastructure Management (DCIM)
The Functioning of ServiceOps
With digital operations becoming more intricate and customer demands escalating, organizations must optimize processes and cross-functional workflows while remaining mindful of costs. The advent of AI and automation is facilitating this transformation.
ServiceOps focuses on utilizing automated solutions to create a cohesive workflow, allowing teams to fully manage their organization’s service and operations goals.
Even though ServiceOps often starts as an “informal practice” or a grassroots initiative that gains structure and recognition over time, its benefits extend across the organization and align with executive priorities. The support from top executives enhances the effectiveness of ServiceOps, not only through financial backing but also by ensuring that different teams work towards common goals and metrics.
What are the Advantages of ServiceOps?
The adoption of ServiceOps will help organizations to have a “revolutionary” or “very positive” impact. Following are a few benefits of ServiceOps:
1. Quick Resolution, Better Productivity
Embracing ServiceOps will allow enterprises to have higher operational efficiency by simplifying the service desk resolution processes. This approach integrates various technologies such as automation and AI, which enables automating tasks like identification and remediation, and workflows. This results in minimizing the manual workload and ensures that relevant teams are working on the issue to prioritize on resolution. It is an effective strategic planning approach to improve service delivery and reduce downtime.
Improved Customer Satisfaction
Offering real-time incident resolution will result in offering enhanced customer support. Customer satisfaction is key to having a loyal customer base that contributes to the organization’s growth.
2. Informed Decision Making
AI enables machine-speed data collection and analysis to assist businesses in making informed decisions. Simultaneously, it segregates otherwise complex systems, processes data, and ensures a transparent system observability.
3. Centralized Work Operations
It is critical for organizations to develop cross-domain automated work operations to have a higher return on investment.
4. Strategic Planning and Execution
ServiceOps allows teams to align their efforts with broader organizational goals, facilitating long-term success.
Best Practises to Implement ServiceOps Effectively
Here are a few strategies to successfully adopt ServiceOps:
● Team Enablement
Since AI and automation may be unfamiliar to many, it’s crucial to invest in building your team’s skills and experience with these technologies to support the ServiceOps approach effectively.
● Align Priorities and Objectives
For teams to collaborate successfully, it’s vital to establish shared priorities, objectives, and metrics that are in line with the overall business goals.
● Streamline Processes
Implement collaborative tools and integrate systems of record with systems of action through a unified platform. This will enhance visibility and create a seamless cross-functional workflow.
● Secure Executive Support
While ServiceOps might begin as an informal practice, obtaining executive backing is key to securing the necessary funding and resources. Executive support also ensures that goals are aligned across all levels of the organization.
Wrapping it Up
Adopting to ServiceOps is an approach to accelerate growth and embrace innovation in today’s rapidly changing digital-first environments. It helps service organizations to proactively resolve incidents, simplify day-to-day operations, and deliver exceptional customer service, resulting in long-term success. Businesses need to embrace this approach to revolutionize their day-to-day operations.