Service Delivery Control Manager
Standardization of services is a critical control and risk issue for large providers
of outsourced business services, such as payroll, stock plan, human resources,
and retirement fund administration. Customers frequently request non-standard
processing to accommodate their historical ways of doing things. For the service
provider, each instance of non-standard service represents increased cost,
one-off training requirements, reduced opportunity to achieve economies of
scale, and increased opportunity for error. Service providers need a standard
way of representing their inventory of service offerings, a place to record both
the standard and non-standard services used by each customer, a mechanism for
ensuring that new non-standard services are reviewed and approved by management
before inclusion in a service contract, and tools to encourage sales reps and
customers to adopt preferred, standardized services.
ProcessUnity Service Delivery Control Manager includes:
- A hierarchical catalog of standardized and non-standardized services
- Mechanisms to capture the inventory of services used by existing
customers or offered to new customers
- Workflow support for review and approval of non-standard service offers
- Automatic notification of important events
- Dashboards and reports that facilitate rapid evaluation and comparison
of customers, product lines, and sales people in terms of progress toward
standardized service delivery
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