Many employees struggle with unclear routines, even when solutions for flowing work weeks are at hand. Sofigate experts Elisa Nieminen and Juha Kujala reveal how to maximise your work efficiency with service management platforms.

The future of work is currently under debate. What should you pick up from the conversation? The three key arguments are:

  1. The digital revolution will change the work positions we know now. This change is already happening: you can see it at your own workplace or read about it in any media.
  2. Creativity will be one of the most important qualities in the future – and it is currently being completely underutilised.
  3. Up to 85 % of work is the same in all organisations.


Let’s focus on the third argument. If most work is the same and done repeatedly, what does it mean in the perspective of companies and organisations?

The important thing is to make that 85 per cent of work to flow efficiently. This way, you make time for things that make you stand out from the others.

Unclear routines, processes, and work must disappear or be made faster, smarter, and more agile – indeed, flowing.

A good service management platform goes hand in hand with a carefully considered user experience

The definition of flow means modeling the routine processes, and the partial or whole automatisation or servitisation of unclear work.

You can clarify unclear work by distinct roles, workflow, and targets. The tools for change and the practical implementation of digitalising of work have developed tremendously in the past years. The platforms for service management, e.g. ServiceNow and BMC, are nowadays very versatile. They help make the service processes smart and the customer experience more compelling.

A good platform for service management goes hand in hand with an up-to-date and carefully considered user experience. This experience is pleasant and coherent, not a collection of different parts of processes.

Practice has taught how much easier it is to build an excellent user experience on top of a well-working service mechanism than to build a service unit that in every way tries to hide the problems of the service mechanism behind it.

Smart and value-based processes are the brains of the platform

The processes and workflow are the brains for the service management platform. The tools force the organisation to focus on the fundamentals: Why are these processes made? What value do we produce in this phase of work? What does the customer really want?

This is how you end up in a situation where you must unfold the unclear work processes and simplify them. Therefore the chances for automation increase. Flowing smart processes are not that time-consuming, so you free up time for other things – like creative work.

The platform for service management is in the core of action and it must be combined with the ecosystem: the other partners producing the services and systems.

Without integration, the interaction with different actors and services is not fulfilling and the service management’s time is wasted in copying information. Integration with central systems and key companions is often a satisfactory level for transparent service management.


About the authors

Elisa Nieminen is in charge of the Service Management area of business at Sofigate. She is an expert in leadership and service development. Elisa enjoys it when tools like ServiceNow and BMC create solutions to problems.

Juha Kujala is the Chief Technology Officer of Service Management at Sofigate. He has experience in service management in the roles of a customer, a service provider, and a consultant. His strong technology skills and vision help the customer to build the service management of the future.


Advice on how to build a service management platform – video:

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