Service Management as practiced at ServiceFactum

With the specific requirements of start-ups and software companies, agencies and IT service providers in mind, we leveraged our many years of experience in outsourcing and offshoring to define and implement globally distributed software development. We call it “BestShoring by Experts“.

We realized, that the offshoring of our software development tasks to other countries and regions would require the implementation of a “link” to ensure contracts are performed with consistently high quality. It would be necessary to thoroughly overseethis important and broad spectrum between customer loyalty in collaboration withdiverse people from other countries and cultures.

A proactive Management Function provided by ServiceFactum to ensure that allparties involved are working towards a common goal. A Function that both our clientsand our developers can always access. Today’s buzzword in the rapidly changing ITtechnology and software development landscape is „Engagement“.

We call this Function: Service Management

Service Management presents diverse challenges. It starts with building a success-oriented communication and relationship management. It is responsible foroperational management during Service Integration, as well as for continuing
strategic project controlling. This contribution to all “levels of leadership andmanagement“ is accompanied by extensive expertise (among others, IT & business thinking and activities, key performance indicators, decision-making…)

Sociability and an understanding of our client’s needs are the hallmarks of ourService Management. The service manager is a dedicated individual with a deepunderstanding of the client’s needs. He takes ownership of customer care, customerretention, contract fulfillment and customer satisfaction. He has the ability toincorporate the client’s thinking into our own corporate thinking. He has an empathicpersonality!

A Service Management that coordinates and operates internationally requirescomprehensive abilities to find solutions to even the most difficult situations to ensuresuccessful implementation.

Of course Service Management makes use of “tools” such as the ITIL processes. It also handles planning, coordinating reviews and report generation for projects andcontracts. It is familiar with and utilizes all established software tools necessary toenable successful distributed software development.

In day-to-day operations, our business is diverse. Projects always include riskassessment, risk monitoring and escalation.

In light of this extensive expertise, the decisions involved in preselecting theBestShore location and the team tasked with implementation, as well as anexperienced project management, are crucial to the success of a project.

Empathic interaction with people from diverse countries and cultural backgrounds is always a challenge when it comes to implementing an effective and successfulService Management. We love this challenge!

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