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Service Management keeps your technology and workforce moving
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2025-04-02 00:00:00
Service Management keeps your technology and workforce moving. It’s often unseen yet underpins how your teams work, day in and day out. We recently held a breakfast meetup to talk about how Service Management is evolving and what you can do right now to maximise the strategic benefit that this key function brings to your organisation.
Our morning started with a look at how Service Management is viewed today. People still treat it as routine support rather than a function that shapes daily productivity. Many said they struggle to get enough senior backing to move from current established processes to improvements focused on outcomes, which would generate more value and benefits. That gap can stop teams from adopting better ways of working.
We heard that:
A significant issue is the view that Service Management keeps the lights on. As a result:
Leaders see incidents as inevitable. Service desks handle them; then, everyone moves on. In reality, modern Service Management can improve incident response through smarter design, quality data, and automation.
We spent time discussing how Service Management might look in the next five years. Automation and AI came up repeatedly. People want:
1. Self-Service Portals
2. AI Chatbots
3. Experience-Level Agreements (XLAs)
We also touched on product-focused teams. Instead of handing projects over to a separate ops team, the same group owns the build and ongoing support. That builds accountability and ownership and often speeds up fixes.
If you want to move beyond the basics of Service Management, these ideas kept cropping up:
So what’s next? Service Management isn’t just about dealing with incidents. It’s about building an environment where everyone has what they need to get work done. When you shift from firefighting to proactive planning, your organisation benefits on many levels.
If you’re keen to bounce around ideas or hear more details about what we covered, you’re welcome to get in touch. We’d be happy to compare notes on how Service Management can push your teams forward without bogging them down in slow processes and really drive a value-based Service Management function.
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