The Service Management Excellence Guide from Pipefy outlines a 7-step strategy to transform service delivery across departments like IT, HR, Marketing, Finance, and Customer Service. Traditionally reactive, many organizations addressed only the loudest or easiest requests, creating inefficiencies and customer dissatisfaction. Service management shifts this to a standardized, proactive approach that prioritizes both customer and employee experience. Key steps include mapping service processes, standardizing request creation, assigning tasks, ensuring visibility, centralizing communication, automating simple tasks, and measuring success. By viewing service delivery from the customer’s perspective, organizations can streamline operations, reduce delays, and create consistent, high-quality experiences across all touchpoints.

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