What is a Service, Explained Simply
- A service is the result of work or provided resources from the service provider that holds value for the customer.
- When you talk about a service, you are talking about the output you are buying or providing (depending on which side you are on).
What the Company Needs to Know About the Service
Description and Scope of the Service and Service Level Agreement (SLA)
- What the service includes, its deliverables, and benefits to the company
- Guaranteed availability, service quality, and response times.
Who is the Service Provider (Vendor,Supplier)
- Company name, contact person, phone number, email.
Price and Pricing Model
- How much the service costs and how it is billed (monthly, yearly, hourly, per user).
Contract Terms
- Contract length, notice periods, automatic renewals.
How to Change or Terminate the Service
- Procedure for activating, using, pausing, or terminating the service.
Compliance with Regulations and Laws
- Whether the service meets legal, security, or industry requirements.
Who is the Responsible Person in the Company
- Who manages the service within the company and monitors its performance, quality, and SLA compliance.
What are Risks and Impact of Service Outages
- Consequences of service downtime for business operations and available alternatives.
Service History and Documentation
- Date of service implementation, changes, notes, important milestones, history of communications with the supplier.
10 common services typically found in small and medium-sized businesses
- IT Support & Managed Services: Includes software maintenance, network security, and tech support.
- Human Resources (HR) Services: Recruitment, payroll, employee management, and compliance support.
- Accounting & Bookkeeping: Financial reporting, tax preparation, and payroll processing.
- Marketing & Advertising: Digital marketing, social media management, SEO, and branding.
- Customer Support & Helpdesk: Call centers, chat support, and troubleshooting services.
- Legal & Compliance Services: Contracts, business regulations, and intellectual property management.
- Logistics & Delivery Services: Warehousing, shipping, and order fulfillment.
- Facilities & Maintenance Services: Office cleaning, equipment repair, and security.
- Consulting & Business Advisory – Strategic planning, financial consulting, and operational efficiency.
Basic Characteristics of a Service
- Customer: Every service is provided to a customer who benefits from its value.
- Provider: Every service has a provider responsible for delivering it.
- Intangibility: A service is an intangible output of processes and activities that must have value for the customer.
- Non-Storage: Unlike goods and products, services cannot be stored.
- Output of Work and Processes: Services are the result of business processes, work or provided resources (finances, information, assets, infrastructure, software, etc.).
- Consumption of Inputs and Resources: A service always consumes inputs and resources (financial, informational, human labor, material, and assets) and transforms them into value for the customer.
- Measurement of Value and Quality: The value and quality of a service are measured and managed using indicators (Service Level).
Managing Business Services
Services for a business can typically be categorized into core services, support services, and outsourced services. Core services directly generate revenue and define your company's main offering, while support services enhance operational efficiency. By effectively managing these different types of services, SMBs can optimize their resources, improve service delivery, and maintain a competitive edge in the market.
- Core Business Services: These are the primary services your business provides to customers, which directly generate revenue.
- Support Services: These are internal services that help your business run smoothly but don't directly generate revenue.
- Purchased and Outsourced Services: These are services your business buys from external vendors, often because they are more cost-effective, required by regulations, or you lack the in-house expertise.
How Aptien Helps You With Service Management
Aptien.com offers a comprehensive suite of tools designed to help small and medium-sized businesses (SMBs) manage their services effectively. Here are some key ways Aptien can assist with service management:
1. Vendor Management
2. IT Service Management
3. Service Management
- Centralized Service Catalog: The platform offers a service catalog feature, which helps you organize and manage the services you offer. Keep detailed records of all services provided, including contracts, tasks, and associated resources.
- Service Desk and Support: Aptien includes features for managing service desks, allowing you to handle customer inquiries and support requests efficiently.
- Service Catalog: This makes it easier for customers to understand what services are available and for your team to manage them.
- Service Dependency Management: Aptien helps you track and manage the resources required for delivering services, such as information, assets, and infrastructure. This ensures that you have the necessary resources available when needed.
- SLA Management: The platform allows you to measure and manage the value and quality of your services using various indicators, such as Service Level Agreements (SLAs).
- Collaboration and Communication: Aptien facilitates better collaboration and communication within your team and with customers. This helps in coordinating efforts and ensuring that everyone is on the same page.
By leveraging these features, Aptien.com can help SMBs enhance their service management processes, leading to improved customer satisfaction and operational efficiency.