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Manage all your business services in one place

Posted by Johannes Niemi on Sep 22, 2017 9:57:34 AM

In my last article, I gave readers food for thought about how easy business services are already here – even in pocket size! I have answered many additional questions from customers after the article was published. I will now give an overview, one support service at a time, of what centralizing services on one digital platform means in practice.

Flexible and always data secure

For businesses, automation facilitates diverse and nifty business service management possibilities, through which not only smoothness but also effectiveness and cost-efficiency are brought to the services. When services are concentrated in one system, they can be integrated as necessary, and the management, reporting, comparison, and development of information related to the services is smooth and time-effective.

Business services include a lot of sensitive matters, even trade secrets, meaning the system’s data security has to be top-class. The service has to be able to recognize and ensure that the user has the right to request services and sign off on them. Identifying users and their user rights comes as standard in modern service management systems.

ITSM - IT services management

Companies typically have many partners and their own or outsourced systems containing data about the company or its clients. I always stress that data responsibility and data ownership cannot be outsourced, because data is one of a company’s most valuable assets and forms of developmental capital. I recommend integration with other systems and partners, so that data flows can be made not only visible to both parties but also measurable, reportable, and easily developable.

In IT departments, automation in IT assets, such as in devices, licenses, and services, has been familiar since the nineties. The thinking behind automation is to create and produce functional service packages for end users. The aim of ITSM is to see and understand what assets we have, as well as to manage the big picture in a way that is easy to report, so that with the help of the data you receive you can move towards continual development.

HR management services

Many companies have HRM systems, which they use to manage staff-related questions, and knowledge and learning systems. In my experience, companies often lack an efficient, pan-organizational way of handling new employees’ orientation. Orientating and onboarding a new person involves matters from many different departments, and until now, this has been handled with spreadsheets, e-mails, and reminder notes, which demands manual work and strong information management. A concentrated and automated process is an easy way to order the new tools, user rights, logins, lunch vouchers, business cards, and keys – or whatever else – that the employee needs.

Digitalization makes all of this possible as a service: a concentrated system is able to create the necessary requests and tasks in different sections of the organization, as well as manage the orientation process. When a new employee starts working at the company, the tools, e-mail logins, and work clothes are ready, the correct user roles are assigned to the necessary systems, certifications and courses are completed and, in some cases, the required specialized tests, such as compatibility tests, physical condition tests, and drug tests, are completed and signed off on.

The data management covering the whole employment relationship flows smoothly when basic data are concentrated in one place. When the employee’s task, role, or location changes, editing the data is easy. Managing the data related to the employee’s departure is systematic, too, and no superficial ghost logins, devices, or user rights are left hanging in the system.

By taking the whole system under control, you ensure not only that matters are dealt with, but also that bottlenecks are reported, and processes can be modified to function even better. Employees then enjoy their jobs and HR can focus on its own work.

Finance management services

With the help of finance management services, you can inspect the development of business costs by product, service, or supplier. When costs are measured in a comparable way, it is easy to make change decisions based on them.

Finance management covers many services that can be taken care of via one channel: overdue payment data; changes to details such as billing detail change requests, which can be exported in a managed way to operations management systems; and finance management inquiries from employees, clients, contractors, and cooperation partners. If your company has several billing or ERP systems, it is important to be able to create similar services between different billing systems.

Legal management services

In legal departments, automation means, for example, electronic contract management. In addition to electronic storage and organization, you can assign alerts to contracts linked to their expiry or renewal dates. A centralized service means you can avoid costs arising from omissions, contract risks, and overlapping contracts, and you can remember to check or rescind fixed-term leasing contracts, for example. When you upload a digital contract to the service, it is easy to search for it using keywords, to check what was agreed with a partner or client, or to see how future regulatory reforms will affect contracts.

The legal department also manages liabilities and damages/claims. In the system, the data is saved and easily updated in a way that keeps the whole claims process registered. For example, information about a breach of contract can be found for the whole service: who receives information, how is it processed, and how is the matter communicated both internally and externally.

For large companies, it is also essential to be able to manage internal and external audits centrally: what was audited and who approved the audit. The system also offers the possibility of creating a dedicated channel via which an employee can flag up irresponsible practices, such as abuse of company property, bribery attempts, or other internal or external risks for the company.

With the aid of a centralized business service system, the legal department is able to report and transfer or share data with other parties during a merger or acquisition.

Facility Management

The Facility Management system offers end users a simple and easy-to-use channel to manage requests and orders related to equipment and user property maintenance, unusual situations, and office spaces. The system is able to take care of all everyday matters such as ordering cleaners, service personnel, or lift repairs, reserving meeting rooms, or ordering coffee, or sending notifications about malfunctioning projectors in meeting rooms.

The service manager can be internal or a partner company, but the most important thing is that there is an easy place to create and sign off on a service request – quickly.

Business Service Management

In addition to internal services, a company has to be able to offer automated services for customers who pay for them, be they private or corporate. Automating support requests, additional orders, and reporting and change requests related to a paid service, improves customer service and develops the company’s operations to become even better.

Pocket-sized business services

Time and resource-saving efficiency is born when a company concentrates its general support services on one digital platform, which means they can be operated and managed on mobile devices, too. Through a mobile app, a company’s functions can be managed when there is time to do so - for example, while waiting for a flight at an airport. Centralized service management is always with you, and you can report an IT ticket, approve travel expenses, or notify the right person about a new tax card on your mobile when the time is right to do it, or when it has to be done.

How are your company services managed?

Companies’ management services are here and now. Don’t leave them to the IT department - make services easier for the other business units as well, such as HR, finance, legal, facility management, and your paying customers.

Has your company already thought about what things are part of your business services, how they work and what automation possibilities there are? Contact me and we can talk more!

Johannes Niemi
SVP Sales
johannes.niemi@efecte.com
040 747 9161

Topics: English, ITSM

Johannes Niemi

Written by Johannes Niemi

Johannes Niemi is in charge of sales in the Nordic countries. This expert in solution sales is relentlessly focused on providing customers with new and better solutions. He also communicates with and listens to his organization and ensures that he can keep his promises.