Service management has taken center stage this year, with companies realizing the crucial role of people in delivering quality service. The importance of investing in employees’ development to ensure service delivery excellence cannot be overstated. The right tools and skills are critical to delivering high-quality purchases that meet the customers‘ increasingly demanding expectations.
In the early days of the Covid-19 pandemic, companies could make excuses for the drop in service levels. However, customers are no longer willing to tolerate prolonged ineffective service management. Companies have learned that empowering their employees, encouraging teamwork, problem-solving, and providing the necessary tools, processes, and skills are critical to overcoming the challenges posed by Covid-19.
The job market has undergone significant changes, with many people leaving their jobs to reevaluate their career priorities. Organizations must update their governance and balanced scorecards to incorporate learning and training as a permanent policy to attract and retain top talent. This will ensure that employees are equipped with the right skills and tools to deliver exceptional service.
In 2022, digital transformation is taking center stage, and many organizations have made significant strides in this area. However, digital transformation needs to be governed more strategically, and its value must be clear and distinguishable for stakeholders. The role of digital transformation is no longer just a buzzword but a permanent topic on the table, with organizations committing to it and creating new job titles.
To achieve a strategic advantage in the service portfolio, a focused team, clear roles, and responsibilities are essential. This is where ITIL 4 comes in handy, advocating for clear guidelines and practices in service management. Investing in digital transformation and ITIL 4 will undoubtedly give your organization a competitive edge.
In conclusion, service management is all about people. Companies must invest in their employees’ development to deliver high-quality purchases that meet customers’ increasingly demanding expectations. Updating governance policies and incorporating learning and training as a permanent policy will attract and retain top talent. Digital transformation and ITIL 4 are key components in achieving a strategic advantage in the service portfolio, and organizations must ensure that their value is clear and distinguishable for stakeholders.
English 
