Servicedossier

Servicedossier is a term used in service management to describe a structured collection of information associated with a service engagement, asset, or customer. It serves as a centralized, often digital, repository that records the context, history, and current status of service activities within an organization’s ITSM, CRM, or field service ecosystem.

Contents typically include customer or account identifiers, asset or service item details, contact information, service tickets, fault descriptions and resolutions, maintenance and inspection records, parts used, labor hours, warranties, service level agreements, technician notes, attachments, and scheduled follow-ups. The exact schema and terminology vary by vendor and industry.

Purpose and uses: servicedossiers support faster issue resolution, better coordination among service teams, and improved traceability for compliance and auditing. They enable trend analysis, proactive maintenance, and informed decision-making by providing a complete service history in a single record.

Data sources and governance: servicedossiers are compiled from CRM, ticketing systems, asset management databases, field service apps, and sometimes IoT sensors. They must be managed with appropriate data governance, access controls, versioning, and privacy protections to comply with data protection laws and industry regulations.

Relation to similar concepts: a servicedossier shares similarities with a service history, customer file, or maintenance log, but is typically more comprehensive and integrated within service platforms. It is not a universal standard, and definitions may differ across organizations. Example: a field service technician records the diagnosis, parts replaced, and recommended follow-up actions in the servicedossier, creating a complete record for future visits.