B Swaminathan
One of the ultimate goals of any organization is to make sure customer satisfaction is always at its highest. Every organization wants to make sure customers have what they need when they need it and that their ticket submission process is as seamless as possible. It’s not the easiest to manage, but the service departments have evolved and now we have more than a few ways to boost customer satisfaction. To that end, effectively setting and managing customers’ expectations is what drives their level of service satisfaction.
ITSM provides countless advantages that only continue to add value as technology is added and matures. One of the major benefits of ITSM is improving and increasing operational efficiency. Once operations are performing efficiently, organizations will see improvements in resource productivity with improved operational efficiencies, increased team productivity, reduced risk, and higher customer satisfaction will help take organizations from functional to exceptional. Also, the structured ITSM practice produces a formal incident response practice that helps Decrease average incident response time and reduce the mean time to recover when a service interruption occurs. With less interruptions in service delivery and faster responses, customers can see improvements in their daily activities including minimal service outages and 24/7 availability.
With a modern service management solution, you can take advantage of the following five capabilities to boost internal customer satisfaction within the service division- 
Automation, Self-Service Options, Service Level Agreements (SLAs), Problem and Change Management, Employee Feedback & CSAT.
While the digital revolution is touching even the smallest companies, sectors like BFSI are focussing on concepts like MSMEs for Neo-banking. Vaibhav S Joshi, Co-Founder & CEO Easy Pay accepting his new role in his organization said, “In my new role, I aim to leverage Easy Pay by unlocking the potential of Connected Banking which will revolutionize the accessibility to banking for over 63+ million MSMEs in the country. My vision would be to not only drive stellar business growth but also make Easy Pay the largest and the fastest-growing MSME Neobank in the country. The Fintech sector is at a very exciting juncture driving the digital transformation of the financial sector in the country and with Easy Pay, we march on this growth journey aligned to the vision of Digital India and the economic progress of the retail sector which in turn is financially empowering the nation.”
Saravanakumar Krishnamurthy, Executive Vice President – Technology 
Engineering- IT, Network & Cyber Security, Yes Bank feels, “ We are in digital era and the business model influences more on demand based business then supply based and its completely otherwise of the coin where traditional business grows more supply for the demand”
While speaking on the importance of automation, Saravanakumar feels, “ITSM process also should be more focused on automation and artificial intelligence , which should ideally reduce and eliminate the manual intervention process and it drives the business closer to customers .”
Overall the customer value remains the same but with the digital era the business and technology process both should complement and formulate as an effective ITSM process which is able to fulfil all the current and futuristic customer requirements .
“Holistically an ITSM process will help the organisation grow from scratch to mature state and help the overall business value, demand and supply bring under the life cycle model and it will be evolving time to time with the indistinguishable benefit for our digital age customers.”, Saravanakumar opines.
Challenges:
“The design and implementation of the system itself is only half the battle. When choosing an IT service provider, it is also worth paying attention to the scope of the project with the contractor after launching the solution. And it is not only about the terms of the guarantee or warranty, but also about the possibility of support (e.g. with the internally required level of service quality – SLA), maintenance, and possible development of a new system.” says Pavithran Ayyala, Chief Information and Digital Officer (CIO & CDO) of a leading pharma company.
According to him the first thing is to remember that the goal of the service desk is to improve the customer experience. “Any tools you introduce have to fulfill their role to make your customers’ lives easier; otherwise, it’s missing the point. For example, a service solution may have an advanced UI, BOTs, or a feature that may help the users. But if the users are not familiar with it, you can either roll back the feature or motivate the customers to use them.”
What IT Heads expect from a service software:
“CIO’s and CISO’s expect more from the Service provider to evaluate and analyze the pain point from IT and Business before suggesting the solution and approach which gives them better ROI and customer satisfaction. “ says Srinivasan Mahalingam who is a veteran IT head in leading BFSI and services companies. According to him Once operations are performing efficiently, organizations will see improvements in resource productivity with improved operational efficiencies, increased team productivity, reduced risk, and higher customer satisfaction will help take organizations from functional to exceptional. Also, the structured ITSM practice produces a formal incident response practice that helps Decrease average incident response time and reduce the mean time to recover when a service interruption occurs. With less interruptions in service delivery and faster responses, customers can see improvements in their daily activities including minimal service outages and 24/7 availability.
Today, the support organization is dealing with increasingly tech-savvy internal customers and organisations are able to meet user expectations by offering an easy-to-use ITSM.According to Vasudevan Nair of Writer Corporation, “The intuitive and user friendly UI and omni channel presence could transform employee experience and make support staff more productive. SLA management and escalation matrix with workflows automated using AI, virtual agents and bots could reduce L1 queries without human intervention. Automation of internal processes could also include change, problem, project and release management. In short, designing great technology experiences for employees needs to be at the heart of your ITSM strategy. That’s because technology is linked to having a profound impact on employee experience, outcomes that will drive the business forward. “
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