Implementing Business Services Effectively

Business services are non-product offerings that help companies meet their operational needs. They include such offerings as real estate, waste management, staffing services and shipping services. Typically, these are offered at a cost to the company using them. Successful business services depend on a combination of factors: excellent customer service to attract and retain clients, efficient operations to keep costs low, and unique offerings that differentiate the company from competitors.

In addition to delivering the business value of services, effective implementation requires building a service-oriented architecture that connects the system of engagement for each service with the system of action for fulfillment. This includes mapping the digital means for engaging with a service–such as a portal or a service catalog–and the related workflows for delivery. Practitioner insight: Begin by identifying the most critical KPIs for each business service. This includes metrics like number of service transactions supported, quality/reduction of errors, and cost of service.

For example, a pest extermination service provides a vital business service by eliminating infestations that could harm the health and safety of employees. Similarly, maintenance professionals are needed to ensure the company’s facilities function properly and to address service requests quickly to prevent downtime. Lastly, tech support services assist with the resolution of any issues a company may face with networks, computers or other technology.

Regardless of the industry, any business that has an operational need for any type of service can benefit from outsourcing these functions to business services providers. This allows companies to focus on their core competencies and frees up internal resources for more productive tasks. For example, many businesses rely on business-to-business (B2B) financial services providers for help with managing cash flow and paying expenses.