Service Best Practices

Service Capability & Performance Standards

Service Strategies' Service Capability & Performance (SCP) Standards provide the definitive benchmark of service excellence in the technology industry. Three distinct disciplines - support, field service, and professional services - provide the framework for measuring performance, implementing best practices, and leveraging a network of professionals actively engaged in enhancing the quality of their service and support operations.

The SCP Standards were created by a consortium of industry leading companies committed to delivering world class services, along with Service Strategies Corporation and industry associations such as the Association for Services Management International (AFSMI) and others. Service Strategies applied the company's proven benchmark process to the development of the SCP Standards, which are updated annually to stay current with evolving trends and increasing customer demands. Service Strategies' portfolio includes three distinct disciplines:

Support
Improves organizations that deliver remote support services

1. Technical Support
2. Online Support Services
3. Proactive Support Services

Field Service
Improves organizations that deliver onsite support services

1. Field Technical Support
2. Break/Fix Services
3. Product Maintenance Services

Professional Service
Improves organizations that deliver planned / proactive services

1. Product Implementations
2. System Integration
3. Product or Services Consulting

The SCP Standards are used in more than twenty countries worldwide. The standards quantify service effectiveness based upon stringent performance standards and represent industry best practices. The SCP Standards require comprehensive audits to confirm that companies meet defined business requirements. Certified organizations must demonstrate their performance and commitment through annual re-certification.

Program criteria cover key performance factors such as customer satisfaction, service delivery processes, financial and operational performance, staff development and key organizational interfaces among others.

As partner of Service Strategies, Downton serves as program administrators and auditors for the Service Capability & Performance (SCP) programs in Europe. To learn more about the industry leading Service Capability & Performance Standards and what they can do for your business, contact us.