I am creating the Standard Operating Procedure (SOP) to get the SME utilized in the Service Operation Management (SOM). Our main business is Telco industry in which our SOM division has 7 function whereas this function has its own SME. Some weak points that we have from our SME is lack of experience, knowledge gap and unawareness of monitoring utilities. Also, in some cases, the SME is unaware of project activities & update of product knowledge. Can you enlighten what things or procedure to be applied so that I can start writing the SOP document? Appreciate your response. Thank you.
To be precise, I would need much more details, but from the information I have I think you need to set SOM in a way do:
1. define organization that will support all your services (and customer) without duplicating expertise throughout the organization
2. set processes according to the organizational setup i.e. services you support (that includes SOP's)
3. implement tool(s) that will support your activities
4- educate people (bot, SME's and non-SME's)