s a service professional, how close can you get to your client?

[msttasnuvanava]

When it comes to service management, there are a multitude of approaches, some more successful than others. But what do the successful variants have in common?

To dig deeper, we might want to start by identifying the differences between products and requirements in the customer environment. What are we looking for? Are we looking at storage, backup, servers, clients and networking components, or are we looking at non-IT targets such as air conditioners, cars, airplanes, manufacturing plants or lawnmowers?

Maybe one way to look at it is by sharing my experience and how I have designed how to get uae number for whatsapp way of delivering as a service account manager to my clients.

I have been working with clients at various levels for many years, from managers to general managers. Experience has taught me that one of the most fundamental requirements in service management is the relationship with the client:

– A
– To what extent do you understand their business and their transformation plans?
– How close is the collaboration during challenges or improvement plans?
If we look at the fundamentals, we begin to see relatively early on that the objective of the service does not matter as much as the subjective part of the service: collaboration, trust, open business relationship and respect.

All of these aspects are equally important in any business that cares about the customer's environment.

This will open the way to meaningful conversations on Service Management topics.

Let me explain this from my business perspective:

We in IT have to consider multiple aspects that are essential in discussing Service Management with the client.

Asset life

When were they installed? How long were they considered in service? And do they still meet current standards?

Transition to the next level of IT infrastructure

It may be relevant for the customer to wait for newer technology rather than deploying the latest and greatest switches, blades or servers every year.

Asset status

What code level are the assets currently at, how many fixes are in the newer available code, what are the benefits of updates?

We have to understand that there are situations where a customer will not be able to go to the latest OS code or firmware version due to budget, policy, or nature of infrastructure constraints.

However, and this is important, code should not be in a state where the risks outweigh the benefits – sometimes the phrase “never touch a working system” can be fatal.

Security Notifications

Have there been recent notifications, such as safety or technical notices, and have they been communicated to the customer?

This is one of the topics that interests me a lot, because it is the angle I take to draw the client's attention to new technologies, hardware, software and patches. Considering that, in general, clients have valued very positively the service I provide as SAM, I think that

And I exemplify one of the core values ​​as your “trusted advisor.”

But service management is not limited to customer-facing tasks. There is also a great deal of proactive and reactive administrative work involved.

Monthly and quarterly business reviews close the collaboration with the sales side of my business and with colleagues from Support, Product Management, DevOPS and, most importantly, my SAM colleagues.

So what is included in administration work that is not seen in terms of service management?

Status reports on the client environment

Are all contracts correct and up to date?

Contract management is essential, as a valid contract will keep resolution time as low as possible.

Are there new SO-FW versions?

Where is the customer now, what are their intentions in terms of IT transformation, is there a version that will support my customer?

Are there any requirements to initiate a proactive health check?

I periodically perform health checks on my client's environment to ensure everything is working as it should and that there are no hidden Gremlins.

Do we have any pending tasks in the client environment?

Has the client had any questions or concerns? Has there been a physical or administrative move of assets, new installations or decommissioning? I will always try to keep my clients' Facility Base reporting as accurate as possible.