What Is Service Management Digital Benchmarking?

Digitalization and COVID have changed the role of service management permanently. The role of services is to ensure that they fully understand the new value promise made in the product or service sold, so that their processes and systems are aligned to provide the anticipated experience to the right customer.

Service management is a critical link in that chain and in developing the relationship beyond a sales transaction to a longer lifetime value. While marketing and sales introduce this new value proposition to customers, the customer’s real engagement actually begins with receiving, installing, and using a product, or engaging in a pure service relationship.

Digital Enterprise Evolution Model™ - Service Management

Service Evolution Curve

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Digital benchmarking of service management is a survey-driven process by which we help services leaders measure their competitive positioning on the service management digital continuum by comparing their capabilities quantitatively against industry peers and digital champions worldwide.

Benchmarking the digital maturity of service management reveals insights that help you prioritize and allocate your resources strategically in a time where challenges and constraints are evolving.


Business Capabilities

Service Planning

Service Planning

Service Contract Management

Service Contract Management

Product Service Pricing

Customer Base Management

Service Logistics

Service Logistics

Support Operations

Support Operations

Service Partnerships

Service Partnerships

Service Delivery

Service Delivery

Customer Journey and Customer Experience

Customer Journey/Customer Experience

Service Management IT Capabilities

Tax Classification Tool

Advanced Analytics


Digital Workplaces


Cloud Adoption

Our Service Management Digital Benchmarking Data and Research Capabilities

Our benchmarking services are powered by one of the world’s largest databases, with over 1.5 million datapoints collected from more than 5,000 companies. The Trasers service management database has data spanning digital transformation definitions, status, visions, strategies, technology investments, software platforms, leadership, and organizational change. Within service management, our data spans the following:

Our Service Digital Transformation Data

Digital Transformation Data

Source: Trasers

In addition to this ever-expanding database, Trasers has access to leaders across thousands of companies from various industries, size segments and geographies around the world. We use data for custom service management research that addresses company-and industry-specific questions.

Pioneers in digital transformation are ahead because they took visionary risks, experimented, and invested ahead, iterating several times before getting the process right.

Know the Digital Competitiveness of Service Management Within Weeks.

Our benchmarking process is a combination of digitally collected data and interviews with services leaders in your organization and IT department supporting service management. In addition, we partner with you to identify global peers and the best-in-class against whom you would like to benchmark. Data is entered into the Trasers repository and analyzed in comparison to peer companies and leaders across industries. Our end-to-end process from data collection to conducting personalized workshops takes 6-10 weeks, depending on the size and complexity of your organization.

Benchmarking Engagement Approach & General Timelines

Know your digital maturity within weeks

Source: Trasers

Benchmarking provides you with insights on your maturity on a standalone basis, as well as competitive gaps at a sub-function and an overall level in the following areas:

Process digitalization

Service Management Process Digitalization

Data & analytics

Service Management Data and Analytics

Applications portfolio

Service Management Applications Portfolio

Cloud Adoption

Service Management Cloud Adoption

Advanced technologies

Advanced Technologies and Service Management Use Cases - AI, ML, Automation, VR, IoT, Robotics, etc.

Training and Change Management

Training and Change Management

Organizational Models

Organizational Models

Prioritize Your Service Management Transformations Confidently With Digital Benchmarking Insights

Digitalization has dawned on all of us. However, given COVID19 and the recessionary environment, service management budgets are limited and teams are stretched. It is critical to get things right the first time. When you don’t succeed within the fleeting, shrinking windows of opportunity, it impacts the entire company’s ability to survive.

The most successful services leaders are data driven. Almost all of them use insights from data to prioritize their digital transformations. Service management benchmarking helps you gain much-needed clarity on the gap between you and your competition, develop your vision and strategic priorities to catch up or leap ahead.

Our teams then help services leaders transition quickly into action through tailored workshops and rapid, iterative sessions to develop prioritize transformation blueprints, roadmaps, business cases and ROI analyses.


Use of Data and Analytics by Digital Champions

Source: Trasers

Experience the Trianz Difference

Trianz enables digital transformations through effective strategies and excellence in execution. Collaborating with business and technology leaders, we help formulate and execute operational strategies to achieve intended business outcomes by bringing the best of consulting, technology experiences and execution models.

Powered by knowledge, research, and perspectives, we enable clients to transform their business ecosystems and achieve superior performance by leveraging infrastructure, cloud, analytics, digital and security paradigms.


State of Digital Transformation
Worldwide 2020 Report

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