The ever-evolving digital landscape requires businesses to adapt and grow. However, understanding these shifts and discerning the best strategies can often be challenging. In an upcoming podcast episode with the B2B SaaS Podcast, Greg Rich, CEO of Vivantio, sheds light on the significance of service management, especially concerning the operations teams.
For Greg, the last 12 months have been characterized by predictability, especially when compared to previous years. With this stability in hand, Vivantio’s primary focus has been on enhancing their Search Engine Optimization (SEO) efforts. But their goal wasn’t just about achieving higher ranks on search engines. Instead, it centered on something more profound: education.
One of the pivotal areas Greg emphasized was the knowledge gap in understanding what service management has signified for the IT sector over the past twenty years. He mentions, “One of the things that we’ve wanted to do, especially as it relates to the customer service and support market, is try to educate operations teams about what service management has meant to IT for the last two decades.”
IT has been the frontrunner in employing best practice frameworks and cutting-edge technologies that, surprisingly, haven’t been capitalized on by other departments within many organizations. To bridge this understanding gap, Vivantio has been proactive in its approach. Under Greg ‘s leadership, the company has launched several white papers over the past year. Their objective? To provide valuable insights into how operations teams can significantly enhance their service offerings to clients.
Additionally, their commitment to education is evident in their relentless endeavor to produce high-quality content. Greg mentions, “We’ve actually spent the last 12 months releasing white papers, putting out tons of blog posts every week.” These blog posts have not merely been informational pieces. Instead, they’ve been crafted to serve as guides on how teams can improve service efficiency, service optimization, and even understand integrations across various business departments.
The journey of Vivantio under the guidance of Greg highlights the immense potential of service management beyond IT. By recognizing the importance of educating operations teams and the broader corporate world about the possibilities within service management, Vivantio is leading a path of growth and evolution. As Greg succinctly puts it, this dedication to education and service optimization is “where we’re seeing most of our growth.”
For businesses looking to thrive in the contemporary business environment, embracing the principles of service management, as explained by experts like Greg Rich, may be the key to achieving that next level of success.
