Shared service management for IT, FM and HR - ICT Summit Paramaribo 2013


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Standard software for shared service management to improve the quality of service for IT, FM and HRM.

(Presented by Annemarie Wolfrat at the ICT Summit Paramaribo 2013)

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Shared service management for IT, FM and HR - ICT Summit Paramaribo 2013

  1. 1. Click to edit Master title styleTOPdesk: Shared Service ManagementSimplifiedAnnemarie Wolfrat – TOPdesk Consultant
  2. 2. What to expect· TOPdesk, the organization· Shared Service Management· What is Service Management· Vision of TOPdesk· Growth model· TOPdesk, the product
  3. 3. Click to edit Master title styleWho are we?
  4. 4. TOPdesk history· Dutch software and consultancy firm· Founded in 1992· Privately owned by founders
  5. 5. Growing turnover = Growing number of employees
  6. 6. · Offices in 7 countries, head office in Delft, The Netherlands· 450 employees worldwide· Over 5,000 TOPdesk implementations· In over 45 countries
  7. 7. Vision:Standard software is the future
  8. 8. Click to edit Master title styleService ManagementSharing resources, sharing possibilities
  9. 9. Customer knows best· Quick· Easy· Lower costsHow?
  10. 10. FM ITHRMSupporting your customer
  11. 11. Improving quality of serviceToolProcessPeople
  12. 12. Growth modelCost efficiencyQualityexperienceNothingsharedSharedtoolSharedService DeskSharedprocess
  13. 13. Stage 0: Nothing shared· Own tool· Separate processes· Department focusInformation
  14. 14. Stage 1: Shared toolFirst signs of collaboration· Common terminology· Shared configurationHowever, still department-oriented
  15. 15. Growth model: result of step 1Shared toolNothing sharedCost efficiencyQualityexperience
  16. 16. Stage 2: Shared Service DeskStronger collaboration between departments· One service point for all your customers· Insight into each others workload
  17. 17. Primary challenge of stage two
  18. 18. Growth model: result of step twoShared toolNothing sharedCost efficiencyQualityexperienceShared Service Desk
  19. 19. Stage 3: Shared Service ManagementCollaboration in one shared tool· Common processes, workflows and measuringpossibilities· Tool configuration that transcendsdepartments
  20. 20. Challenge of stage 3
  21. 21. Where is your organization?Stage 0 Stage 1 Stage 2 Stage 3
  22. 22. Best practices· Keep it simple· Start with a process where it hurts· Involve all stakeholders in the process
  23. 23. Click to edit Master title styleTOPdesk products“from 50 to 5,000,000 customers”
  24. 24. TOPdesk products· TOPdesk Professional· TOPdesk Enterprise· TOPdesk as a Service· Available in ten languages· Flexibility: 100% web-based solution
  25. 25. Supporting processes1 tool for ITSM, FM and HRM· Full support of the ITIL processes· End to end chain management· Shared Service Centre
  26. 26. “Think and work in processes”· Call/Request Management· Asset/Inventory Management· Location Management· Licence Management· Maintenance contract Management· Cost Management· Change/Workflow Management· Operations Management
  27. 27. … and also· Reservations Management· Property Management· Knowledge Management“A complete application, modularly structured”And of course:One central portal for all your customers
  28. 28. Self Service Desk“Customer satisfactionthrough transparency”· Log requests· Find solutions· View call status· View reports· Place orders· Register visitors in advanceAdjustable to your corporateidentity
  29. 29. Click to edit Master title styleBooth B22