Servitisation Framework

Within the four key areas of responsibility of the Servitisation Core Framework there are a total of twenty Sub-Accountabilities, five per area which based on context would vary in terms of weighting

1. Sales and Marketing

This area focuses on building relationships, driving revenue, and ensuring customer satisfaction. It includes activities such as sales strategy, business development, marketing, and customer relationship management to ensure sustained growth and retention.

• 1.1 Customer Management:

  Focused on building and maintaining relationships with clients.

• 1.2 Sales Management:

  Driving Service revenue and managing the sales pipeline for Servitisation offerings.

• 1.3 Product Management:

  Ensuring that Servitisation products (hardware, software, solutions) meet market demands.

• 1.4 Business Development:

  Expanding market reach and identifying new service opportunities.

• 1.5 Solutions/Account-Based Marketing:

  Tailoring marketing strategies to highlight specific Servitisation solutions.

2. Delivery and Operations

The heart of Servitisation delivery, this area ensures on-time installations, repairs, maintenance, and customer support. It also covers supply chain coordination, project execution, and troubleshooting of technical systems both on-site and remotely.

• 2.1 1st Line Customer Support:

  Handling frontline technical queries and resolutions.

• 2.2 Field Service/IT Support Management:

  Managing onsite service delivery teams, supply chain and operations.

• 2.3 IT Infrastructure Management:

  Handles on-site installation, maintenance, and repair of physical IT infrastructure and devices.

• 2.4 Project Management:

  Overseeing service implementation, upgrades, and installations.

• 2.5 Technical and Engineering Support:

  Performs on-site diagnostics, repairs, and maintenance of equipment, machinery, and infrastructure.

3. Governance, Risk, and Performance Excellence

This area ensures operational integrity, financial health, and compliance with regulations and SLAs. It includes risk management, performance monitoring, and vendor coordination to maintain service quality and minimise disruptions.

• 3.1 Business and Financial Management:

  Budgeting, forecasting, and financial control for service operations.

• 3.2 Business Analytics:

  Using data to improve efficiency, reduce costs, and enhance service quality.

• 3.3 Performance Excellence:

  Ensuring high standards in service delivery, including process improvements.

• 3.4 Organisation Communication:

  Fostering internal alignment and communication across teams.

• 3.5 Risk and IT Governance Management:

  Ensures compliance with safety, operational, and equipment standards through on-site audits and inspections.

4. Innovation and Development

Focuses on modernising and improving services by integrating emerging technologies, automation, and R&D initiatives. This area drives digital transformation, cloud integration, and AI-powered maintenance solutions to continuously improve service capabilities.

• 4.1 Idea Generation:

  Driving creativity and continuous improvement.

• 4.2 Service Lifecycle Design:

  Designing end-to-end service processes and solutions.

• 4.3 Development and Deployment:

  Oversees the on-site installation, testing, and commissioning of new equipment and infrastructure.

• 4.4 IT & Digital Technology Architecture:

  Installs and maintains physical infrastructure supporting IT systems, including servers, networks, and IoT devices.

• 4.5 Service Transformation:

  Driving change and modernising service delivery through innovation.