45 Examples of Service Operations

John Spacey, updated on May 19, 2024

Service operations is the end-to-end process of planning and delivering services. Any repeatable process and practice related to your services can be considered service operations. This has different scope depending on what services you offer but can include large areas such as customer service and customer support. The following are common examples of service operations.

Customer service	Customer support
Service strategy	Service design
Service development	Service delivery
Service quality	Service metrics and KPIs
Service optimization	Service management
Service recovery	Customer feedback
Customer advocacy	Service partnerships
Customer experience	Service reliability
Service continuity	Service compliance
Customer communications	Complaint management
Service inquiries and information	Customer relationship management
Personalized support	Service goal planning
Service culture	Customer success
Customer analysis	Service analysis
Customer engagement	Customer loyalty programs
Self-service technology	Customer service technology
Customer service and support training	Customer service and support knowledge bases
Customer onboarding	Service desk
Managing service requests	Incident management
Problem management	Customer surveys
Service planning	Quality assurance for services
Service quality control and testing	Customer experience sampling
Process improvement

In some cases, service operations owns all customer facing processes including service and support. This touches on areas such as quality assurance and solving customer problems with incident and problem management.

In many cases, service operations provides the technology, quality assurance, monitoring, measurement and reporting for customer service and customer support without managing these teams.

In practice, service operations is an expansive term that differs in scope by industry and firm.