A key trend in service management this year is the shift from customer service towards customer experience within service delivery to drive customer centricity, service delivery quality and strategic alignment. The shared services industry is also moving from siloed service delivery methods to integrated service platforms, supported by evolving technologies.

In this report, we explore these trends by providing key metrics of the current state of service management and orchestration in the industry. In addition, Frank Schueler, Managing Director Global Service Center (GSC), DHL Global Forwarding, Freight provides his expert insight on how to level up your service management and orchestration, to help you drive value, purpose and scale-led transformation in your organisation, ahead of the Shared Services & Outsourcing Week Europe 2023.

Read the report and discover:

• The current state of service management and orchestration in the industry
• Key drivers for levelling up service management and orchestration
• Success metrics for initiatives and strategies proven to level up service management and orchestration
• Principal service management and orchestration learnings
• Top service management and orchestration trends for 2023

Download the full report here! >>>