Service Management 4.0 – The Future Service Management Platform
Service management systems have emerged as critical platforms that enable companies to better connect with customers and develop deep customer loyalty in a hyper-competitive global economy. Strong service management platforms can provide a means of differentiating products, while at the same time handsomely contributing to the bottom-line for many profit-centric service entities. Despite the investments many organizations have made in service management systems over the last 10-15 years, the rapid evolution of technologies that directly impact the business of service such as expanding mobile bandwidth, explosion of social media, and cost-effective application delivery models are forcing organizations who view service as a critical element in their strategy to consider the future needs of their service management platform. Service Management 4.0 – The Future Service Management Platform outlines the key components that service organizations and technology providers to the service industry must consider as they think about future investments.