Our business technologies and industry-specific solutions bring you closer to your customer—helping you work better together, making new opportunities possible. Advocates of BSM often use it to support a change from a culture which is very technology-focused to a position which understands and focuses on business objectives and benefits. Rather than supporting an internalized technology view, there is a shift to recognize and support customer needs and the delivery of value to business stakeholders including shareholders. A BSM initiative often underpins a shift in maturity for an IT department or service provider towards a more proactive and predictive operating model rather than the reactive and fire-fighting behavior which has been common in many IT operations. IT departments and Service Providers who reach this level of maturity often report improved relationships with their customers and business colleagues, being recognized as ‘Trusted Business Partners’ and ‘Competent Suppliers’ who deliver added business value rather than being considered a commodity or ‘Necessary Evil’.
When planning change, questions arise about who will be impacted by those changes. Which business services will be offline due to server or router maintenance? Who does the IT team need to notify about the impending maintenance, which business owners will be impacted? With a service-aligned approach, IT knows which business owners to alert ahead of time and to keep updated on status.
Robert Johnston, Graham Clark: Service Operations Management – Improving Service Delivery, ISBN 1-4058-4732-8 – s. Expansion will allow us to move product offerings into new equipment sales. We will also explore maintenance and fitting services, leveraging our existing maintenance staff to provide value-added services at a premium price.
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