Customer Service Service Management Function Overview
Published: April 25, 2008 | Updated: October 10, 2008
Customer service is the entry point for users who need to engage IT with their questions and concerns. Although multiple roles and teams are required to interact with and support the Customer Service SMF, the majority of the processes and activities within it are performed by a functional team called the Service Desk.
The Service Desk is a team and, just like any other team, it can be centralized, distributed, or virtual. The team operates as a functional unit that focuses on ensuring that customer service–related activities are carried out with high quality.
The following table lists a number of reasons that users might engage the Service Desk and equates them to the MOF terminology that is used in this guide.
Table 1. Reasons for Contacting the Service Desk and MOF Terminology
Reason for Contacting Service Desk |
MOF Term |
To request information on using an existing service to which the user already subscribes |
Information request |
To subscribe to an existing service that is being offered |
Service Fulfillment request |
To request a new service or feature to meet a new need |
New Service request |
To report a partial loss, degradation, or total loss of a service or service feature |
Incident Resolution request |
Customer Service SMF Role Types
The primary team accountability that applies to the Customer Service SMF is the Support Accountability. The role types within that accountability and their primary activities within this SMF are displayed in the following table.
Table 2. Support Accountability and Its Attendant Role Types
Role Type |
Responsibilities |
Role in This SMF |
Customer Service Representative |
|
|
Incident Resolver |
|
|
Incident Coordinator |
|
|
Problem Analyst |
|
|
Problem Manager |
|
|
Customer Service Manager |
|
|
Goals of Customer Service
The primary goal of customer service is to provide a positive experience for users by meeting their IT needs and addressing complaints and issues that arise during the normal course of using an IT service.
The driving vision for the Service Desk is to translate the complexities of IT into a one-stop shop for IT users. The process flow defined in the Customer Service SMF provides the Service Desk with the guidance it needs to achieve its vision in an efficient, cost-effective way. The Service Desk can increase its efficiency and cost effectiveness by initiating and maintaining a self-help portal. Through this portal, the Service Desk can supply frequently requested information, automate common requests such as password resets, and provide step-by-step instructions to resolve common incidents.
Table 3 shows the desired outcomes of the Customer Service SMF goals and lists measures that you can use to gauge how successfully you have achieved these goals.
Table 3. Outcomes and Measures of the Customer Service SMF Goals
Outcomes |
Measures |
Maintain business productivity |
|
Increase value added by IT |
|
Improve business functionality, competitiveness, and efficiency |
|
Key Terms
The following table contains definitions of key terms found in this guide.
Table 4. Key Terms
Term |
Definition |
Configuration management system |
A set of tools used to manage IT service management data such as changes, releases, known errors, and incidents |
Customer Service Representative (CSR) |
A front-line contact person on the Service Desk team |
Forward Schedule of Change |
A record of upcoming approved changes, which may help you understand the impact that already-approved changes might have on any new proposed changes, and vice versa |
Incident |
Failure of a service or component to provide a feature it was designed to deliver |
Incident Resolution request |
An inquiry to resolve the failure of a service or feature |
Information request |
An inquiry to gain additional information about an existing service. This does not include activating new features or providing new services |
New Service request |
An inquiry to gain a new service or feature |
Service |
A collection of features and functions that enable a business process |
Service Fulfillment request |
An inquiry to gain access to additional features or services offered through the IT Service Catalog |