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10 best practices for successful service management

 

Service management: the importance

Service management is concerned with creating interfaces between a company’s products and its customers. It should focus on the customer. All contact points between the customer and the company must work well. These points should be checked often and improved.

Requirements and goals

You can see how well support services are doing by looking at customer satisfaction. Cases of persistent problems or major customer disappointment are a particular point of focus.

Service management is not just about offering customers services. Rather, it is about taking a comprehensive approach to providing the best possible experience for customers.  

Strategic aspects and processes

Companies must first identify the overarching purposes of service management and how these relate to the company’s goals.

The right processes and workflows are also needed to ensure that customers receive fast, reliable, comprehensive and helpful solutions. In IT, for example, this includes tried and tested processes for incident, problem and change management.

Software solutions and analytical aspects

The right software solution can also speed up service delivery, improve work management, and offer customers a quick result. An example of this is automating workflows or offering automated customer service to reduce waiting times and service costs.

Finally, data analysis is also a core area of focus. Companies can obtain and evaluate direct customer feedback as well as examine their own workflows. Data points out many ways to optimize workflows.

Whether service level agreements (SLAs) are being met is particularly important in IT Service Management (ITSM). Certain key performance indicators (KPIs) are also becoming increasingly important for companies. For example, first call resolution (FCR) defines the proportion of support inquiries resolved on the first contact.

 

Best practices for service management

How companies prepare their service teams can differ a lot. They may have different priorities and goals they want to reach.

Nevertheless, there are some best practices that can generally prove useful.

Best practice #1: Develop a sound strategic direction

If you don’t know the goal, you can’t find the right path. Therefore, the first step is to define a clear service management strategy. This should outlines high level service objectives and related these to business goals. Based on this, it is possible to make an informed judgment about how successfully the current services are working.

Areas in which there is potential for improvement require special dedication in the strategy. This is the case when there is a challenge from either the business or customer perspective.

For example, the support team may help customers with problems. However, they might not explain the product features well enough. As a result, customers have a limited perspective on what’s possible.

This means the company is not taking advantage of up-selling and cross-selling opportunities. It may even risk losing customers who aren’t getting enough value from the offering.

It is important for all key stakeholders to work together on the strategy. They should create sensible and realistic measures. These measures should combine the benefits for the company and the benefits for the customers.

Best practice #2: Set a clear customer focus

The customer should be the top priority for all services. A strategy that company representatives consider useful but does not clearly serve the customer is of little value.

In the best-case scenario, service management corresponds exactly to the needs that customers express. These needs are identified either through direct feedback or indirectly through problems they have experienced. For example, a well-developed knowledge management system can be extremely useful for solving problems.

Customers must also always receive immediate information about issues and maintenance times. Ideally, this transparency should encompass all aspects of customer communication. To ensure that the quality is also right, teams need regular training and access to new developments and trends. This ensures team member growth and awareness.

Best practice #3: Align with standard frameworks such as ITIL

ITIL®️ (Information Technology Infrastructure Library) and other ITSM frameworks provide valuable guidance when it comes to IT service management. Predefined processes, practices, and guidelines help us use our resources well. They also create a strong base for high service quality.

For example, ITSM processes such as service request, incident, problem and change management benefit greatly from applying standards. The ITIL principle of using a configuration management database (CMDB) helps with asset management in many service areas.

The CMDB manages data about hardware and software. It can also contain information on service contracts, customers or service level agreements (SLAs). Regular service reviews for process optimization also pay off.

Best practice #4: Introduce self-service

Self-service gives customers more flexibility and independence. Self-service means that companies offer their customers additional options that are geared towards the reality of their lives. Modern customers no longer want to be dependent on the working hours of the service desk.

An example of providing self-service is when a customer solves a simple application problem by interacting with chatbot from their sofa in the evening.

The self-service options include:

  • Knowledge databases
  • Frequently asked questions (FAQ) with short answers
  • (AI) chatbots
  • Community forums
  • Independent bookings and scheduling
  • Independent creation of product configurations

Best practice #5: Use AI and automation

Artificial intelligence (AI) holds immense potential for optimizing customer service. The main benefits of AI are greater efficiency, time savings and more accuracy. Machine learning (ML) and the handling of big data also enable detailed analyses and an optimized, personalized service.

Practical applications of AI may include:  

  • Summarizing ticket content,
  • Defining types of services or
  • Classify tickets.

Agents also benefit. They may:

  • Receive suggested answers to inquiries based on data on frequently asked questions,
  • Use sentiment analysis to understand the customer’s attitude and emotions or
  • Receive automatic translations.

Workflow automation is frequently used in ITSM too. It saves time, increases productivity and avoids errors. In some cases, process automation makes sense as well.

Best practice #6: Build a knowledge base

Knowledge is key to providing service that customers want. Creating a knowledge base and making it centrally accessible provides external customers with additional and better service options. It also helps internal employees with details about approvals, processes, solutions, and more.

It is important that companies regularly maintain, optimize and supplement knowledge bases. This is because content quickly becomes outdated. Customer requirements also change, especially with constant new developments.

It is also advisable to think about various forms of media. Knowledge content can be perfected and expanded using multimedia, such as videos, in order to maximize its benefits.

Best practice #7: Define KPIs and metrics

What companies want to achieve strategically with the service is an important factor, but it must be measurable. Well-defined KPIs and metrics are needed to measure the achievement of objectives. Doing so provides a baseline for optimizing services in a targeted manner and in line with corporate objectives.

Consider the following as an example:

Company goal: The customer retention rate (CRR) must be increased, i.e. customers should remain loyal to the company.

KPI: To increase customer satisfaction, problems should be solved as quickly as possible.

Metrics: First Call Resolution (FCR; percentage of problems resolved on first contact); Net Promoter Score (NPS) to measure customer satisfaction.

Best practice #8: Maintain continuous improvement

Those who do not improve will be overtaken. This explains why continuous improvement is so important. The principle is linked to a cyclical approach in which services are regularly examined, evaluated and optimized.

The Kaizen principle states that change for the better should take place. Those responsible do not have to strictly follow this principle, but it helps to implement improvements. These may be large or small improvements. They can be done on a regular basis in order to offer customers good, helpful and comprehensive service.

Best practice #9: Pay attention to security and compliance

Data security is an absolute necessity in service management. After all, confidential, personal and sensitive data and information must not be leaked. For example, it is important to comply with standards such as ISO 20000, ISO 27001 and the General Data Protection Regulation (GDPR).

A recovery plan should also be in place for IT emergencies. The best possible incident management can be achieved by using a cyber defense solution.

Regular security checks and precise access management are also a good ideas. These should be done on a day-to-day basis.

Best practice #10: Adapting trends and current developments

The world doesn’t stand still, and customer needs change. Similarly, service offerings shouldn’t always stay the same and should expand as much as possible. This could include new self-service options, AI features or a high degree of personalization.

Trends and current developments include the following:

  1. Use of AI features that expand the range of services and provide low-threshold answers.
  2. Distinctive omnichannel support so that customers can flexibly choose their preferred channels.
  3. Dynamic, multimedia self-service that can be used to solve problems.

 

Use cases that highlight ITSM best practices

In many cases, companies have succeeded in significantly improving management processes and reducing costs through the consistent implementation of best practices.

Using structured service management and best practices often leads to clear results. These results include shorter processing times, happier customers, and better transparency. For example:

  • By looking for and improving inefficient service processes, companies can speed up processing times.
  • By implementing ITSM tools, companies can enhance transparency regarding assets and save money on licensing.
  • By standardizing and organizing communication, companies offer consistency and efficiency to customers.

Here are a couple of specific customer use cases.

Example #1: SIEVERS-GROUP – standardize processes when supporting multiple departments

SIEVERS-GROUP, an IT system house, faced the challenge of making support more efficient. It wanted to offer its own customers higher quality and optimize service delivery. The aim was to use a central solution for seven different departments. As a prerequisite for this, relevant KPIs first had to be visible and measurable.

With OTRS, SIEVERS-GROUP now has uniform processes for ticket processing throughout the company. Customers experience significantly more transparency and optimized communication. Service quality is measured using the right KPIs.

Additionally, improvements can be quickly made when necessary. As a next step, SIEVERS-GROUP has plans to introduce a configuration management database (CMDB).

Find out more about the SIEVERS-GROUP use case.

Example #2: EMAPTA – incorporate more flexibility and compliance

EMAPTA, a personnel services company based in the Philippines, was frustrated by the lack of structured workflows for service provision. Compliance also needed to be improved in order to achieve ISO/IEC 2000 certification, among other things.

With OTRS as a service management system, EMAPTA now provides significantly higher workflow compliance, greater thoroughness. Customer needs are now better met.

Read more in the EMAPTA use case.

 

OTRS as a service management solution

OTRS was developed in alignment with these best practices. It can be used in a variety of ways for service management. Teams benefit from fewer errors, optimized service delivery, customizable interfaces and guaranteed security.

Users can use numerous features to optimize their workflows, provide better service and increase customer satisfaction.

Conclusion: Best practices make a decisive difference

Service management means not just offering customers support. It also means taking a holistic view of customer communication and optimizing it as far as possible. Overarching strategic aspects are important here. It is also important to consider how customers perceive the service and the extent to which their requirements are met.

Best practices for service management each deal with important sub-topics. These can also be linked together in a meaningful way. Ideally, this results in improving customer satisfaction.

In most cases it also makes sense to focus on individual practices within the company. Clear KPIs and associated metrics for services should be defined. The path to success often lies in fixed standards, structured workflows and continuous improvements.

In many cases, companies with the right best practices and the right software solution can make the decisive difference in providing sensible and successful service management.  

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Automated customer service: advantages, best practices, examples

What does customer service automation mean?

With automated customer service, companies streamline processes and create the possibility of fast around-the-clock supports. This leads to the desired answers and resolutions without delay.

There are various ways to automate customer service. This does not, however, mean that companies should forgo the personal touch altogether. In many cases, automation simply offers additional options for receiving support.

Customer contact and automated services

Examples of how customers interact with automated services include:

  • A customer uses the automated service, achieves her goal and requires no further service.
  • A customer relies on the automated service to start a process. They still need human intervention due to the request complexity.
  • A customer contacts support, but is told that they can use the self-service options more quickly and conveniently.
  • An AI chatbot switches on.

Examples of automated customer service

Customer service automation can mean resolving customer queries by using web chat functions, messages or knowledge bases. This is done without contacting a human agent.

There are various to support customer service with automation:

  • Internal workflow automation. By using software to structure inquiries and communication, the burden on service employees is relieved. Customers have the information they need more quickly.
  • AI-controlled chatbots can answer inquiries via the app or website.
  • Self-service options like knowledge base articles, FAQs, and forums help customers easily find assistance.
  • Automated emails are sent to customers to inform them about processes, updates and statuses.
  • Interactive voice response systems answer customer calls.

Advantages of automated customer service

Automating services is not an end in itself. Companies expect benefits that can best be expressed in concrete, relevant figures.

Here are the benefits that customers, employees and the company as a whole can directly perceive.

Advantage #1: Constant availability

24/7: Admittedly, this term is overused, but it makes a lot of sense when it comes to automated customer service. People can hardly provide constant availability. Even with generous service times, competent contact persons are often very busy and difficult to reach.

An undisputed advantage of automation and self-service is the ability to access information exactly when it is needed.

In a busy life full of tasks and appointments, customers want to initiate support when it suits them. This is often in the evening, for example, when most service employees are also off work. Customer satisfaction is boosted when customers are helped on their own schedules.

Advantage #2: Personalized experiences – better customer experience

When a customer service agent is in contact with a service employee, there is personal contact. The employee usually does not know the customer’s individual preferences and needs. It is difficult to tailor the answers to the customer.

Artificial intelligence (AI) and machine learning (ML) can improve this by recognizing preferences and patterns. This allows for tailored responses. Recommendations are also generated based on previous purchases and customer service interactions.

Automated customer service now has many ways to respond to individual concerns. These systems can adapt to customer needs and provide targeted, tailored content.

Such automation enables customers to find what they are looking for more quickly, resulting in greater satisfaction and loyalty. In turn, companies can improve key performance indicators, such as the customer retention rate (CRR) or sales figures.

Advantage #3: Saving time and money

When customers make inquiries, they want quick responses. In today’s fast-paced world, hardly anyone wants to wait long for helpful answers.

On the other hand, it is also important for companies to save time. With automation, employees are able to take on fewer repetitive tasks and can concentrate more on value-adding work.

On the one hand, cost savings are achieved because employees act more efficiently. They achieve more in the time available to them.

Meanwhile, dissatisfied customers cause high costs. These costs include direct costs and lost opportunities. Clever automation can help avoid these issues.

Advantage #4: Fewer errors and better quality

Mistakes happen – event in customer service. This cannot always be avoided, but it does have many negative effects. Automation prevents such errors. This is always the case when processes are already well defined through process optimization. 

Consistency exists because the same workflows are used in automated service. By replicating successful procedures again and again, companies achieve a consistently high quality level.

Advantage #5: Scalability

In traditional customer service, extra inquiries causes problems. Additional support agents, resources and costs are needed to cover the increased demand.

With automation, on the other hand, there are no physical limits to the volume of service that can be delivered. AI powered chatbots or virtual assistants, for example, are in continuous use without any restrictions whatsoever.

Advantage #6: Continuous improvement

Automated customer service sometimes used to have a reputation for not being ideal. There were a number of reasons for this:

  • Automations had their limitations with individual and complex single cases.
  • Early automation solutions were immature and had many weaknesses.
  • Hardly any solution is perfect from the outset. It must evolve.

The principle of continuous improvement is useful here. Systems learn from data, which includes input and experience. Customer feedback is also important for making improvements.

Customer service automation challenges

There are certainly challenges with automated customer service. These can be overcome with cleverly placed and well thought-out solutions that support and complement traditional customer service.

Here are a few topics to consider:

  • Customers who greatly appreciate human interaction feel a loss of the personal touch. This is more obvious when they deal exclusively with automation tools.
  • Some customers may view automation as a restriction rather than an enrichment.
  • Customers who need extensive support get lost in automation functions and get nowhere. This could lead to frustration.
  • Some are directed to a knowledge database or a chatbot. They may feel rejected and thus perceive service quality as lower.
  • Service automation must be thought through thoroughly. This prevents large investments on which there is no return.

The problems mentioned can be mostly avoided if automation is done correctly and best practices are used.

Best practices for automated customer service

The following best practices are useful for automating customer service.

Best practice #1: Analyze customer needs in detail

Customer needs are usually well known, but what kind of automation customers want often remains unresolved. The question must be how to best to meet the customer’s interests.

For example, customers may not be sufficiently informed about the status and progress of their inquiries. Tthey may have to spend too much time on support issues. Customers may want quick, simple access to relevant knowledge.

Review customer data to understand the needs that customers have.

Best practice #2: Use human, empathetic language

People want humanity. It’s a natural need. At the same time, the advantages of automated services cannot be denied. Fortunately, humanity and automation can be combined.

Whether an automated system relies more on written or spoken language, it should feel empathetic to customers and convey a feeling of “good care”. You can achieve this by carefully shaping the tone of an automated service. Avoid using stiff, robotic language.

Best practice #3: Offer alternatives to automation

Nobody likes to be presented with something that has no alternative. Automation must feel like an extension or improvement of the customer service experience. It should not feel like a restriction. Customers who do not want automation should not have to use it.

There should always be a way to bypass the automated system and easily communicate a human agent. Customers have their own individual preferences and are happy when the service successfully covers them.

Best practice #4: Keep transparency and data protection high

Trust and genuine customer loyalty only work with honesty and sincere communication. This means that it must be clear to customers when they are interacting with an automated system.

They should also know how their data is being used. It goes without saying that companies must comply with all relevant data protection guidelines.

Best practice #5: Review and adapt regularly

We are constantly confronted with new developments. The validity of information changes. Knowledge databases, FAQs, predefined answers or chatbot capabilities are often not well-maintained after implementation. Meanwhile user needs – due to numerous external influences – are subject to constant change.

As yesterday’s information cannot generate tomorrow’s added value, regular reviews and associated updates must take place. This creates reliability, trust and good customer loyalty.

Best practice #6: Choose the right software

Many automation projects face problems because they rely on different tools. Each tool is only useful to a certain point. Instead, companies should choose centralized platforms that offer structure and can be integrated into their individual workflow management.

High-quality software is highly functional, flexible, customizable and scalable (changes can be adapted). In addition, the system used must fit the project plan and not be a “makeshift” solution.

A brief look into the future

It can be assumed that customer service will become even more automated in the future thanks to artificial intelligence. The biggest advantage here is personalization. Service will respond to the individual needs of a customer in greater depth.

Generative AI can start right at the beginning of the process by being used to train employees. For example, highly unique scenarios were previously a weakness in service.

This will no longer be the case. Customers will receive with automated suggestions based on their profile. AI scripts will be able to solve customer issues instantly.  

Providing customers with solutions before problems happen is key. This could greatly improve the efficiency of support teams using AI bots in the future. AI technologies can quickly find the causes of problems. They can also handle tasks like managing escalations or creating support tickets.

Future bots will not be based on scripts, but will be dialog-based. This means they will be  individually tailored to customers by recognizing their moods and evaluating existing data and activities. This means that customers can receive helpful solutions tailored to their needs in real time.

Customer service automation with OTRS

OTRS offers a dedicated software solution that is specially tailored to the needs of customer service and support. It can be flexibly adapted to individual company requirements. Quickly responding to customer questions, creating transparency, and standardizing processes helps the customer service team provide better service.

Automation and self-service aspects are evident in this way:

  • Thanks to automated workflows, all steps are completed reliably and well.
  • Context-dependent FAQs create clarity for customers and reduce the workload of service teams.
  • Automatic notifications and ticket assignments save time. They shorten response and inquiry times.
  • Thanks to the intuitive integration of a knowledge database, users can quickly find exactly what they are looking for.
  • Customers can plan their preferred service times according to the availability of the service team.

Conclusion: automation enriches service delivery

Automated customer service is gaining ground. It offers considerable benefits in many areas, from which companies, customers and employees can benefit. Faster solutions and better service experiences help everyone. They also make time use more effective and increase flexibility.

Some people do complain about the loss of personal touch in automated services. Others enjoy the independence gained and the reduced number of interactions. It is important that both groups are listened to and see their needs met by the services offered.

Companies must now take care to implement automated services in the right way to increase customer value. Such solutions require a good concept – including overarching goals and purposes – as well as structured implementation.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

IT Solutions: How companies benefit from them

 
 

What are IT solutions?

“That’s the solution!” is how an IT solution should ideally feel. It should solve an existing problem, lead to process optimization or ensure efficient target achievement.

On the technical side, this includes the following:

  • software
  • hardware 
  • data
  • infrastructure, and
  • security mechanisms.

On a qualitative level, these factors include:

  • consulting
  • integration
  • support, and 
  • other services, as necessary. 

Examples include ERP systems, cloud services, IT security solutions, databases, communication platforms and automation tools. 

IT solutions: Definition

An IT solution is a comprehensive approach that goes beyond the mere application of software. It combines components such as hardware, infrastructure, services, integration, support or consulting. It is often individually tailored to a company in order to meet its specific needs.

An IT solution is different from software because it is a complex concept. It may comprise several software products and other elements.

Tobias Kortas

 

What types of problems are solved?

In the corporate world, there are countless problems and opportunities to use information technology in a meaningful way. It is important that an IT solution brings peace of mind to business owners. 

IT solutions: Examples

The following examples use specific categories to illustrate the types of IT solutions available. Each type addresses specific requirements in companies or organizations.

Example #1: Information centralization

These include solutions such as ERP, CRM and HR systems. These are comprehensive, scalable IT solutions that meet the complex requirements of large companies. They integrate various systems and processes, such as financial management, customer relationship management (CRM) or human resources (HR). One of the aims is to manage data centrally and optimize company-wide processes.

Example #2: Data management

Data management solutions help companies organize, store, protect and analyse data effectively and purposefully. In the best case scenario, better decisions can be made based on this and processes can be sensibly revised.

Example #3: Increased IT security

Protecting systems and networks from threats such as hacker attacks or malware is of fundamental importance. The spectrum ranges from firewalls, encryption, analysis and incident identification to comprehensive protection of sensitive company data through an Information Security Management System (ISMS).

Example #4: Communication and collaboration

In the modern corporate world, business has changed. Remote work and large geographical distances are now the norm. Team members must communicate with each other and external parties in a targeted manner. 

By using the right communication and collaboration platforms a strong culture is developed. This also improves the quality of collaboration.

Example #5: Automation and AI

Artificial intelligence (AI) and process automation lead to better outputs. For example, companies benefit from AI chatbots for support or use machine learning for better workflows. The list of benefits of artificial intelligence is long. Related solutions should always should always focus on the practical benefits. 

Example #6: E-commerce

An e-commerce solution supports companies in setting up and operating online stores. It includes functions such as product management, payment processing, ordering processes and marketing tools. An important goal is to offer customers a seamless shopping experience. 

Example #7: Industry-specific solutions

An industry-specific IT solution optimizes processes according to specific requirements. Examples of this include electronic patient records in the healthcare sector or trading systems in the financial sector. In most cases, the aim is to be competitive within one’s own industry or to offer clients a good service.

Application in large companies

Large companies (enterprises) usually have complex IT environments. Each department usually has its own requirements, prerequisites and success metrics. 

Needless to say, solutions must cover a wide range of application scenarios. Selected systems must have a wide range of functionalities,  be highly scalable and integrate easily.

Examples of enterprise solutions include: 

  • ERP systems – for managing business processes
  • CRM tools for customer relationship management or 
  • Data analysis solutions such as business intelligence platforms. 

Use in small and medium-sized enterprises (SMEs) 

Large companies tend to focus on goals such as process optimization, greater security or staying ahead of the competition. In contrast, small and medium-sized enterprises are increasingly focusing on factors such as:

  • cost savings,
  • process digitalization and
  • diving growth.

These require effective solutions that deliver as much performance as possible at the lowest possible cost. They must also be scalable to support the business as it grows.

Typical IT solutions for SMEs may include:

  • Cloud-based business software such as Microsoft 365, 
  • Collaboration tools such as Slack or Trello, or 
  • CRM systems such as HubSpot.

However, IT security also plays an important role here. And, depending on their model, e-commerce solutions, such as web store services, may be practical. 

Customized IT solutions

It’s like clothing: Tailor-made fits best. 

IT service providers can develop options that are individually tailored to specific company needs. These are highly beneficial when there are unique business processes for which a standard offering is not sufficient. For example, automation of a unique business process may be developed individually. 

Of course, a cost-benefit analysis would reveal whether this is possible. In commercial terms, the ROI must be calculated before such a project begins.

Sometimes, these are created in-house. These can be helpful as an interim answer. This gives room for advance planning that will support the longer-term business goals. 

 

Tip: Since customized solutions also mean a high cost factor, it is advisable to choose an IT solution that can be easily adapted to individual needs and requirements.

Tobias Kortas

 

What does your business need today?

When investing in a new solution, it should deliver on an overarching benefit. Examples may be better service provision, reliable security or concrete time savings.

Below are some key benefits to consider. 

1. Greater efficiency

Companies strive for productive and effective work. They also aim for the best possible results with the least possible effort – efficiency. In concrete terms, optimizing or automating processes can save a lot of time, money and resources. At the same time, optimized processes lead to better results. 

2. Increased customer satisfaction

The customer is king. Companies depend on the loyalty of their customers. By using the right tools, processes and training customer satisfaction increases. 

An example of using a solution would be improving communication or enabling personalized services and quick responses to inquiries. A self-service portal, for example, can guide customers quickly to the answers they are looking for.  

3. Competitive advantage

The right IT solution helps companies gain valuable advantages over the competition. For example, automated processes or targeted workflow management can lead to faster and more cost-effective work. AI and IoT technologies also make it  possible to develop new products, services or business models,

4. More security and compliance

The right IT solutions lead to better security in a variety of ways. Examples include data encryption, access controls, backups and restores. 

Professional device management – the proper administration of various devices – also provides effective protection against unauthorized access or data loss. 

In addition, the right IT solutions support compliance with legal requirements, which is particularly important in highly regulated industries.

5. Better decision-making

IT can pave the way for clarity and documentation of data that drives better decisions. 

Data can “nudge” targeted user behavior. Applications such as AI-based summaries can provide a quick overview of complex processes. This means a quick decision about the next step can be made. 

Remember: the cost-benefit ratio must be right 

IT solutions offer many other solutions too. Examples include an optimized user experience, 24/7 service and cost savings through proven IT solution providers.

But, it is crucial that the cost-benefit ratio is high. Companies should have clarity on how they will benefit from selected solutions. Where this can vary greatly from company to company, steps such as a company-specific selection makes sense.

Solving customer problems

OTRS offers customized IT solutions that can be used for many different purposes across all industries. Through good adaptability, fast implementation and reliable local support OTRS customers solve a vast number of operational problems. 



Learn more

 

Often addressed areas in which OTRS Group works, include:

Conclusion: Apply technology for success

If you have a problem, you should look for a suitable solution as quickly as possible – and find it. This is no different in IT. The subtle difference is that IT often forms the basis for a company’s success. 

It is important to point out the difference between pure software and an IT solution. A solution solves a business problem by using software, services, processes and more. 

Users benefit from the focus on finding benefit-oriented answers to their problems. This includes options that improve upon processes and workflows, security and data-driven – decisions.

Find out how you can best benefit from OTRS IT solutions.


About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.

Task management: definition, examples, methods, software

Definition: What is task management?

Task management is the way organizations systematically plan work, set priorities and monitor task progress. Tasks are often assigned to fixed processes or projects. The aim is to prioritize them effectively, delegate them and complete them on time. 

The challenge is to have an adequate overview and use resources as optimally as possible. This means both teams and individuals can work productively, in an organized manner, with clear responsibilities and realistic schedules.

How does personal task management manifest itself?

There are many different preferences, methods and tools for organizing, prioritizing and completing tasks in a timely manner. Tools may include calendars, digital boards, Kanban views, to-do lists or whiteboards. Various approaches, like timeboxing, are employed to organize tasks and stay organized.

It is always important that the approach works individually and that it also favors teamwork on the other. A brief example: A team member may plan his tasks using a digital task board. This gives him a good overview and creates transparency for his colleagues.

Task management vs. project management

Tasks may or may not belong to projects. To ensure that projects are implemented successfully and do not experience unnecessary delays, those responsible must spend time planning all of the tasks and their implementation. Project management software can support this effort.

 

“Task management is fundamental for both standard processes and project management.”

Tobias Kortas

Tasks, workflows and processes

At work, many things build on each other: tasks are related to one another. This drives workflows and processes. As such, task management interacts strongly with workflow management and process management.

Here is a brief overview:

  1. Tasks: They form the smallest unit and represent defined activities to be completed and assigned to a specific goal. There is usually a responsible person and a deadline attached to the task.
  2. Workflows: These consist of a sequence of tasks that are completed according to a specific pattern. Workflows outline how tasks are related to each other and how they are carried out. Good workflows promote collaboration and goal-oriented interdependencies between different tasks.
  3. Processes: Processes are made up of several workflows. They are a recurring and holistic sequence of work steps that aim to achieve a specific result. Rules, standards or activities such as process automation help here. 

Examples of good and bad task management 

The key word when it comes to successfully handling tasks is “management”. Targeted management makes a decisive difference in the efficiency of a team.

Example: Hardware for onboarding 

The following example contrasts poor task management with efficient and optimized management. The results in the onboarding experience are clear. 

Poor task management in onboarding

An IT employee is informed by email that they need to procure the necessary hardware for a new employee. However, the task was created so far in advance that it was lost in the employee’s inbox. It was not marked as “Important” or “Urgent” and no separate discussion took place about it. 

To make matters worse, the assignment of the task made little sense. The IT employee had little experience in this area and was already very busy with other tasks. The employee was frustrated. The task should have been assigned to an experienced and less busy colleague.

Now, it’s time for the onboarding and all the required items are not available. The newly hired person has to begin onboarding without the tools required for his work. 

How to make onboarding better with task management

Task management thrives on structure and planning – and the IT employee’s team takes this into account. Before he was assigned the task, a team meeting was held. All members briefly went through their current tasks, including their importance, urgency and prioritization. 

Based on this, he was assigned the task with a generous lead time. He added the task to his personal task board, which he keeps a constant eye on. The task description contained all the important details. The task had deadlines for all subtasks and contacts in case anything is unclear or help is needed.

The IT employee was able to prepare the onboarding in a structured, calm and conscientious manner. There were no “nasty surprises” to fear. The new colleague arrived to find the hardware ready and available on their first day.

 

Important components of a task

Individual tasks are more than just a bullet point on a list that needs to be ticked off. The details make all the difference: they vary depending on the complexity and depth of the planning. They provide structure and organizational clarity. 

 

“If a task has all the important components and sufficient information, it tends to be completed more quickly and with the desired result.”

Tobias Kortas

 

Information is – at a higher level – the main component of a task. In this sense, the requirements of task management overlap strongly with those of information management. The task details can ultimately be broken down and categorized in a meaningful way, as shown below. 

Title and description 

The title should be as meaningful as possible. It should indicate the context and not raise any questions for the person responsible. In addition, the description must be as clear and concise as possible and contain the desired goal. 

Responsibilities

The task must first be clearly assigned to a person with primary responsibility. This may also be several team members at once. Stakeholders should also be informed about the status of the task in question. In addition, there are often dependencies, so that communication with those responsible for other tasks is necessary. 

Priority (importance) 

Task priority is a simple clear classification of how important the respective task is. It helps those responsible with planning and deciding how much concentration to devote to the task. A traffic light system or gradations from priority 1 to 5 are therefore possible.

Current processing status

Having task progress defined is an important step. However, it is even more effective and time-saving if the processing status is displayed directly. 

These assignments, for example, make sense: 

  • “Planned”
  • “In progress”
  • “Under review”
  • “Revision”
  • “Completed”

Time period and effort

For most tasks, the end date – often called the deadline or due date – plays an important role. Less attention is usually paid to the start date of a task, but it is more important in terms of duration. 

Those who focus exclusively on the end date have to estimate for themselves how much effort the task requires. It makes it hard to consider room for disruptive factors and are more likely to miss the deadline. If both the start and end date are specified, there is clarity on how and when to tackle it.

Attachments / resources

Successfully completed tasks don’t just happen. Attachments with documents containing further information, samples, examples or descriptions of contexts are often required. These help the person responsible fully understands a task and can complete it with the desired result. 

Such attachments can also contain working materials or exemplary solutions of comparable tasks. Attachments work best when they are part of a knowledge base, providing access to relevant knowledge in a structured and clear way.

Hierarchy and subtasks

Most tasks are related to other tasks. There are often higher-level tasks that are broken down into subtasks. This structure defines the procedure more precisely and monitors progress more granularly.

 

Task management methods

There are various approaches to task management. All can be effective depending on the type of task, the collaboration model and individual preferences. 

Here is an overview of a few methods as examples. 

1. To-do list

The simple To-do list is the basis of task management. It is a simple but effective method for organizing tasks. It is advisable to prioritize the respective tasks or to create a ranking according to importance. 

For example, the six most important tasks can be placed on a to-do list each day. The list is ranked in order of importance or urgency. 

2. Kanban

A Kanban board can be digital with drag ‘n drop tasks or physical with sticky notes. Tasks are visualized in columns such as “to do”, “in progress”, “under review” and “completed”. The organization in columns can be designed in a variety of ways. For example, the Kanban view in OTRS is suitable for continuous improvements and progress reports.

 

 

3. Timeboxing

Timeboxing works as a time management method. Instead of using a list, a worker enters tasks – with a specific timebox – in a calendar. Such a box sets a fixed time for the task’s completion. 

Timeboxing can be combined with the Pomodoro technique. This is a system in which one works with focus for 25 minutes and then takes a break for 5 minutes.

4. Not-to-do list

This method reverses the idea of the typical to-do list – and can also be used alongside one. Workers write down the tasks that they can skip, postpone or delegate. It helps them to reduce stress and focus on important tasks. 

This approach can help enormously with prioritization. It’s a means for questioning apparent to-dos and making way for really important tasks.

5. Agile task management (Scrum)

This method is aimed at teamwork. It has spread from agile software development and provides clearly defined processes for working together while handling tasks on one’s own. 

Scrum is particularly suitable for teams that complete their tasks in sprints (e.g. in 2-week cycles). These teams coordinate regularly in meetings, such as short stand-ups. A scrum team typically consists of a product owner, a scrum master and developers. 

6. Getting things done (GTD)

This method is about breaking tasks down into specific steps and organizing them. It reduces mental burden while the task is in progress. Users record all their pending tasks in a system. This allows them to prioritize tasks without being disturbed and without the risk of forgetting something important.

 

How can software help with task management?

Modern task management solutions provide an excellent overview of tasks, improve organization, put tasks in relation to each other, remind you of due dates, offer time-saving automation and much more. 

Here are the most important advantages of task management tools in a nutshell: 

  • Users have a good overview by having tasks centrally collected in one place. Everyone knows what is assigned. Structure is added by categorization. And information, like deadlines and reminders, is stored with the task. 
  • Visualizations help to identify progress and dependencies between tasks and to react accordingly.  
  • In order to collaborate and coordinate better, teams can share tasks with each other, communicate clearly and task-specifically in real time. 
  • Teams save a lot of time by having a tool automatically send notifications about tasks. 
  • Software can create reports that show project progress, identify bottlenecks and measure success.
  • With cloud-based software, task management can be synchronized to all desired devices. This makes tasks accessible at any time and from anywhere.

Task management with a ticket system

A ticket system can be used flexibly, including for task management. This type of task management system is particularly popular in IT and support. It records tasks quickly and processes them in an organized manner.

For other areas, too, the main advantages are that tasks can be tracked easily and all those involved are informed. Workflow automation saves a lot of time and all information is available in an organized manner in a ticket.

This is an example of a team process:

  1. Record the task: Those involved record the pending tasks in tickets. The tickets are assigned to the responsible persons and include descriptions, attachments, prioritization (according to importance and urgency) and, if necessary, categories. 
  2. Set the task status: The tickets are each assigned a status – such as “open”, “in progress” and “closed”. Anyone working on a task documents the progress directly in the ticket.
  3. Discuss the task as needed: Comment functions allow queries and discussions to be made directly in the ticket. Notifications keep everyone involved up to date. 
  4. Escalate if needed: As ticket systems support automated workflows, a ticket can be automatically forwarded to the line manager as part of escalation management.
  5. Close the ticket: Once the task in question has been completed, the ticket is closed. It can be archived for later analysis or documentation. 
  6. Analyze overall task management: The collected data provides the team with insights into which measures were successful. They can evaluate how work can be improved in the future. 

 

Conclusion: task management – a crucial process

Virtually all operational, value-added creative work can be expressed in tasks. As a model, the more information and details tasks contain, the more accurate and valid they are. Task management is not just about organization and simple processing. It is also about dependencies between tasks, the connection with workflows and improving processes to achieve overarching goals. 

In short, the more thorough and focused task management is, the more likely teams are to make progress, achieve tangible results, find work enjoyable and continue to develop. Investing time in task management pays off.

Teams and individuals are faced with the challenge of choosing a suitable and target-oriented method for task management. The right software support often makes the decisive difference. It offers an overview when there are many tasks. It helps teams  act more effectively, stay more focused, work more successfully. 

Find out how OTRS can support you with task management.

About OTRS

OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.

About Version 2 Limited
Version 2 Digital is one of the most dynamic IT companies in Asia. The company distributes a wide range of IT products across various areas including cyber security, cloud, data protection, end points, infrastructures, system monitoring, storage, networking, business productivity and communication products.

Through an extensive network of channels, point of sales, resellers, and partnership companies, Version 2 offers quality products and services which are highly acclaimed in the market. Its customers cover a wide spectrum which include Global 1000 enterprises, regional listed companies, different vertical industries, public utilities, Government, a vast number of successful SMEs, and consumers in various Asian cities.