So we have looked at what ITSM is and the best practice frameworks available to support the implementation of ITSM tools within an IT team. Equally important is how these concepts, processes, and frameworks can support teams outside IT, from HR, Finance, Facilities, and Customer Service, and for internal and external end customers.
ITSM is a collection of concepts and processes. How those processes are implemented and adopted can vary. This is where IT service management frameworks come into play and, based on the needs of the business, also help determine what frameworks are best for implementing those ITSM concepts and processes. IT service management frameworks focus on services rather than systems and support the full scope of the practice of service management.
The above definition of ITSM is an excellent basis for introducing what ITSM is all about. How do end users, be they external customers in a B2B or B2C environment, internal employees using IT systems, or even wider through the organization employees interacting with HR, Finance, and Facilities, gain value from the products and services offered?
For an IT team, the ability to respond to problems efficiently is arguably one of the most important aspects of the department. Sluggish reactions to IT issues can slow down an entire business, leaving core functions of an office slowed down or even completely unable to be performed. As a result, business leaders have a significant interest in ITSM ticketing systems.
As businesses grow, hire more employees, and develop larger networks of IT assets, their need for a more comprehensive IT strategy grows. There has to be a framework upon which they handle requests, issues, or anything else relating to their internal network to keep a mid-size business running smoothly, This is where IT Service Management (ITSM) comes in. ITSM goes beyond just a basic ticketing system, setting a solid foundation with sets of procedures for every key aspect of IT.
Ticket management is key to speeding up customer service and improving its quality. Time saved on routing and responding to helpdesk tickets can be invested in offering more personalized, in-depth assistance once an associate contacts a client. This is why efficient ticket management isn’t just about speed but also quality.
For B2B sellers, one-off sales aren’t enough to grow a consistent book of business. While closing an initial sale is excellent on its own, utilizing that sale as an opportunity to convert one-time buyers into long-term, loyal clients are the key to a thriving B2B business. As a result, B2B customer churn is something every business owner should consider reducing.
At its core, any B2B business’s goal is to provide value to its clients. Fortunately, the product or service being sold isn’t the only way for a company to demonstrate or provide value. There are countless opportunities for B2B sellers to act less like a supplier, and more like a partner before, during, and after the sale. That is why we will review the B2B customer journey and how businesses can optimize using proven frameworks and analytics from their operations.
Customer service is paramount in growing a modern business, especially in B2B markets. Business owners and professional buyers value companies they can build long-lasting, satisfying business relationships with. To prove that this is possible, the firm they’re partnering with needs to put emphasis on planning out the customer journey. As far as B2B customer service best practices go, planning is arguably the most important.
When it comes to adopting new philosophies, practices, and technologies, businesses tend to give disproportionate focus on the sales process. While the sales process is a vital aspect of increasing revenues through initial conversion, around 60% of buyers say that they would switch to a new brand in a given industry after one bad customer service experience. This figure only begins to demonstrate the overwhelming importance of offering a personalized, efficient customer service system.
