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What are the most effective ways to measure performance and maturity of service operations processes?

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Service operations are the activities and processes that deliver value to customers and users through the provision of IT services. To ensure that service operations are efficient, effective, and aligned with business goals, it is essential to measure their performance and maturity. In this article, we will explore some of the most effective ways to do so, using various frameworks, metrics, and methods.

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1 Service Operations Frameworks

One way to measure performance and maturity of service operations processes is to use established frameworks that define best practices, standards, and guidelines for service management. Some of the most widely used frameworks are ITIL, COBIT, ISO/IEC 20000, and Lean Six Sigma. These frameworks provide a common language, a set of principles, and a roadmap for service improvement. By assessing how well service operations processes adhere to these frameworks, you can identify gaps, strengths, weaknesses, and opportunities for enhancement.

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Darin Bodolosky

Pharmaceutical Operations Leader | CRM and AI certified | Fosters Relationships between Field Sales and Home Office
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All of these frameworks are a starting point to provide and measure your service levels. What is missing is the purpose these frameworks support. Without a full understanding of your service model, your framework, solutions and processes will never be fully aligned with your support model. While the tools establish universal best practices, they cannot in their base form, support every industry, process or team OOB and need to be set up for success.

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Mohammed Siraj

Consulting - Leader | Technology led Transformation | ERP Advisory | Digital Business
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Adherence to standard framework will set only the foundation. However, it should go deeper than that. Framework being the skeleton, muscles and meat comes from an depth review of IT as an enabler to the entire organization's objectives. It requires thorough current state assessment and future state design to arrive at right set of services and their expected outcomes from business point of view. Conducting a business impact analysis will help identify gaps. Further, setting up a Service Catalog which clearly identifies the owners, business stakeholders, SLAs, etc will set the direction of the operational framework definition. Finally, a clear cut documented operating model covering all. In summary, the results should be business driven.

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2 Performance Metrics

Another way to measure performance and maturity of service operations processes is to use performance metrics that quantify the results and outcomes of service delivery. Performance metrics can be divided into four categories: availability, reliability, responsiveness, and quality. Availability measures the proportion of time that a service is operational and accessible. Reliability measures the frequency and duration of service failures and incidents. Responsiveness measures the speed and accuracy of service requests and resolutions. Quality measures the satisfaction and perception of customers and users regarding the service. By tracking and analyzing these metrics, you can evaluate how well service operations processes meet the expectations and requirements of stakeholders.

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3 Maturity Models

A third way to measure performance and maturity of service operations processes is to use maturity models that describe the stages of development and evolution of service management capabilities. Maturity models can help you understand the current state of your service operations processes, the desired state, and the gap between them. They can also help you prioritize and plan improvement initiatives based on the level of maturity you want to achieve. Some of the most common maturity models are the Capability Maturity Model Integration (CMMI), the IT Service Capability Maturity Model (ITSCMM), and the Service Operation Maturity Model (SOMM).

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4 Benchmarking and Auditing

A fourth way to measure performance and maturity of service operations processes is to use benchmarking and auditing methods that compare and verify your service operations processes against external or internal standards, best practices, or competitors. Benchmarking can help you identify areas where you can improve your service operations processes by learning from others who have achieved higher levels of performance or maturity. Auditing can help you ensure that your service operations processes comply with the regulations, policies, and procedures that govern your service management activities. Both methods can provide you with feedback, recommendations, and insights for service improvement.

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Geetha B.

Senior Member Experience Specialist at ASQExcellence
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Yes Benchmarking is a very effective way to measure performance and maturity of service operations processes. ASQExcellence (where I work) offers Insights on Excellence (IoE) tool providing custom insights through performance-based maturity model scoring. The overall score contains a description about the current performance of an organization, provides eight category-specific scores, and provides resources to assist in their quality journey.

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5 Self-Assessment and Feedback

A fifth way to measure performance and maturity of service operations processes is to use self-assessment and feedback tools that collect and analyze data from your own service operations staff, customers, and users. Self-assessment can help you evaluate your own strengths and weaknesses, identify areas for improvement, and set goals and action plans for service enhancement. Feedback can help you understand the needs, expectations, and satisfaction of your customers and users, as well as their opinions and suggestions for service improvement. By using self-assessment and feedback tools, you can foster a culture of continuous learning and improvement within your service operations team.

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Geetha B.

Senior Member Experience Specialist at ASQExcellence
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Absolutely agree that self assessment and feedback tools help foster a culture of continuous learning and improvement within.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Geetha B.

Senior Member Experience Specialist at ASQExcellence
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I used to manage the International team excellence program with the help of dedicated subject matter experts who helped provide written feedback and scores. Over the course of 26 years, I saw new judges become excellent feedback writers and new team members become multiple year award winners. I also treasure the thank you notes from both the judges and the teams.

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What are the most effective ways to measure performance and maturity of service operations processes?

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2

3

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1 Service Operations Frameworks

2 Performance Metrics

3 Maturity Models

4 Benchmarking and Auditing

5 Self-Assessment and Feedback

6 Here’s what else to consider

Service Operations

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What are the most effective ways to measure performance and maturity of service operations processes?

1

2

3

4

5

6

1 Service Operations Frameworks

2 Performance Metrics

3 Maturity Models

4 Benchmarking and Auditing

5 Self-Assessment and Feedback

6 Here’s what else to consider

Service Operations

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