Service Providers—Configure Your Service Processes for Superior Business Value

By Brett Norgaard

Over the past year, my blogging has centered on how service providers (internal, shared service, or outsourcers/managed service providers) can save money, reduce risk, innovate, accelerate time to value, enhance customer satisfaction and increase productivity in their operations. How can this be accomplished, you ask?

Once you have a configurable, secure, multi-tenant service platform in place, you can swiftly and confidently transition new clients onto the platform with standard, optional and customized services. If you have a “master library” with portfolio management functionality, each client can operate as “an experiment in productivity.” The opportunity is to identify, capture, replicate and roll-out productive innovations. Here’s a short blog entry exploring this: Service Providers Accrue Enterprise Value Benefits From all Clients.

One client/department/division/program’s invention can be another’s innovation…if the service items are portable to other instances or versions of the service platform. And, the branding and theming needs to adapt to the new client/user as well. See the blog series on “Service Item Portability“:

Innovation does not have to be daunting. Consider that it can simply be a matter of cloning one service item and registering it for another client/user. Or, you can clone a service item and link it to another process like a specific approval process, integration to an enterprise application like HR or Procurement, access to a Cloud-Based service for provisioning IT resources like computing power or storage, or access to an enterprise service like Active Directory – captured in a reusable handler.

Also, tying back to a configuration-driven approach, you can employ “sense and respond” style innovation with no fear of disrupting the underlying service platform since no programming changes are occurring. Here’s a link to a short blog entry on that topic: Service Provider Innovation, Three Easy Pieces.

In summary, here’s a “formula” to consider: CSMtP(ML/CPM) + ST + CSI = DML

Configurable, Secure, Multi-tenant Platform w/Master Library/Curator Portfolio Management + Streamlined Transitioning + Continual Service Innovation = Differentiated, Market Leadership.