Click to edit Master title style
TOPdesk: Shared Service Management
Simplified
Annemarie Wolfrat – TOPdesk Consultant
What to expect
· TOPdesk, the organization
· Shared Service Management
· What is Service Management
· Vision of TOPdesk
· ...
Click to edit Master title style
Who are we?
TOPdesk history
· Dutch software and consultancy firm
· Founded in 1992
· Privately owned by founders
Growing turnover = Growing number of employees
· Offices in 7 countries, head office in Delft, The Netherlands
· 450 employees worldwide
· Over 5,000 TOPdesk implementat...
Vision:
Standard software is the future
Click to edit Master title style
Service Management
Sharing resources, sharing possibilities
Customer knows best
· Quick
· Easy
· Lower costs
How?
FM IT
HRM
Supporting your customer
Improving quality of service
Tool
Process
People
Growth model
Cost efficiency
Qualityexperience
Nothing
shared
Shared
tool
Shared
Service Desk
Shared
process
Stage 0: Nothing shared
· Own tool
· Separate processes
· Department focus
Information
Stage 1: Shared tool
First signs of collaboration
· Common terminology
· Shared configuration
However, still department-or...
Growth model: result of step 1
Shared tool
Nothing shared
Cost efficiency
Qualityexperience
Stage 2: Shared Service Desk
Stronger collaboration between departments
· One service point for all your customers
· Insig...
Primary challenge of stage two
Growth model: result of step two
Shared tool
Nothing shared
Cost efficiency
Qualityexperience
Shared Service Desk
Stage 3: Shared Service Management
Collaboration in one shared tool
· Common processes, workflows and measuring
possibilit...
Challenge of stage 3
Where is your organization?
Stage 0 Stage 1 Stage 2 Stage 3
Best practices
· Keep it simple
· Start with a process where it hurts
· Involve all stakeholders in the process
Click to edit Master title style
TOPdesk products
“from 50 to 5,000,000 customers”
TOPdesk products
· TOPdesk Professional
· TOPdesk Enterprise
· TOPdesk as a Service
· Available in ten languages
· Flexibi...
Supporting processes
1 tool for ITSM, FM and HRM
· Full support of the ITIL processes
· End to end chain management
· Shar...
“Think and work in processes”
· Call/Request Management
· Asset/Inventory Management
· Location Management
· Licence Manag...
… and also
· Reservations Management
· Property Management
· Knowledge Management
“A complete application, modularly struc...
Self Service Desk
“Customer satisfaction
through transparency”
· Log requests
· Find solutions
· View call status
· View r...
Click to edit Master title style
Booth B22
TOPdesk Shared Service Management Simplified - ICT Summit 2013
TOPdesk Shared Service Management Simplified - ICT Summit 2013
TOPdesk Shared Service Management Simplified - ICT Summit 2013
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TOPdesk Shared Service Management Simplified - ICT Summit 2013

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‘Getting the different departments in your organization to work together’. This is something that most employees and managers desire, but proves to be quite a challenge in every day practice. Several supporting departments such as IT, HR and Facilities have their own way of working. And sometimes it’s almost as if they speak different languages.

The Shared Service Management model provides you with several tools in order to improve the level of collaboration. Not only will you achieve a higher level of customer satisfaction, but it will most likely improve that of your employees as well.

gepresenteerd door Annemarie Wolfrat op ICT Summit 2013 Paramaribo

Published in: Business, Technology
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TOPdesk Shared Service Management Simplified - ICT Summit 2013

  1. 1. Click to edit Master title style TOPdesk: Shared Service Management Simplified Annemarie 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 style Who 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 style Service Management Sharing resources, sharing possibilities
  9. 9. Customer knows best · Quick · Easy · Lower costs How?
  10. 10. FM IT HRM Supporting your customer
  11. 11. Improving quality of service Tool Process People
  12. 12. Growth model Cost efficiency Qualityexperience Nothing shared Shared tool Shared Service Desk Shared process
  13. 13. Stage 0: Nothing shared · Own tool · Separate processes · Department focus Information
  14. 14. Stage 1: Shared tool First signs of collaboration · Common terminology · Shared configuration However, still department-oriented
  15. 15. Growth model: result of step 1 Shared tool Nothing shared Cost efficiency Qualityexperience
  16. 16. Stage 2: Shared Service Desk Stronger collaboration between departments · One service point for all your customers · Insight into each other's workload
  17. 17. Primary challenge of stage two
  18. 18. Growth model: result of step two Shared tool Nothing shared Cost efficiency Qualityexperience Shared Service Desk
  19. 19. Stage 3: Shared Service Management Collaboration in one shared tool · Common processes, workflows and measuring possibilities · Tool configuration that transcends departments
  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 style TOPdesk 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 processes 1 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 satisfaction through transparency” · Log requests · Find solutions · View call status · View reports · Place orders · Register visitors in advance Adjustable to your corporate identity
  29. 29. Click to edit Master title style Booth B22
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