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Take a look behind the scenes at TOPdesk     Nancy Van Elsacker   Alexander Janssens     Managing Director    Senior Consu...
Typical Building Blocks
Quality  We believe that to achieve a higher  quality of service there is more to  gain in another field than in the  typi...
About us    450 5,000    Employees     Customers                                  75                                Consul...
Observations
Observations
Observations
Observations
Observations
Observations•   A lot of theoretical frameworks•   Hard to understand•   Tendency to stick to the theory•   Expectations a...
Observations
Step by step
Make choices
@ TOPdesk• Incident Management• Problem Management• Change Management
@ TOPdeskIncident Management• Registration with a purpose• Reporting with a purpose
@ TOPdeskProblem Management• Awareness• Problem of the week• Dedicated people
@ TOPdesk
@ TOPdesk
@ TOPdeskChange Management• Supporting various departments• Supporting various applications
@ TOPdeskWhat about•   Service Level Management•   Security•   Availability•   …
Where is the gain?
There is the gain!
People?
OpportunityApplying typical building blocks topractice.
Observations• Not a topic in the typical building blocks.• Because you cannot model people like you can model  a process o...
In practiceTraining   • Understanding the process and organizationAwareness   • Understanding the customerThe next step   ...
@TOPdeskTraining  • Orientation Program  • Food for thought
@TOPdeskAwareness  • Customer  • Perception of the customer  • Mutual understanding
@TOPdeskThe next step  • Everything changes  • Be your own critic  • Look around
In other words…• Accept your level of maturity• Accept inspiration from others• Accept “people” as an opportunity
Visit our stand to share your views          We have chocolates!
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Take a look behind the scenes at TOPdesk - itSMF Conference Belgium march 2013

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TOPdesk’s Nancy Van Elsacker (Managing Director) and Alexander Janssens (Senior Consultant) explain how ITIL processes are set up within their organization. TOPdesk’s Support department comprises 51 employees who provide customer service in five different languages. 65 developers build the software across three countries, while 75 consultants implement the software. With so many colleagues involved, you can understand how this often generates interesting discussions. Attendees can expect a frank look behind the scenes at the leading service management software provider.

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Transcript of "Take a look behind the scenes at TOPdesk - itSMF Conference Belgium march 2013"

  1. 1. Take a look behind the scenes at TOPdesk Nancy Van Elsacker Alexander Janssens Managing Director Senior Consultant
  2. 2. Typical Building Blocks
  3. 3. Quality We believe that to achieve a higher quality of service there is more to gain in another field than in the typical building blocks.
  4. 4. About us 450 5,000 Employees Customers 75 Consultants 51 Support 7 Branches 91% Rates TOPdesk specialist with a 7 or higher
  5. 5. Observations
  6. 6. Observations
  7. 7. Observations
  8. 8. Observations
  9. 9. Observations
  10. 10. Observations• A lot of theoretical frameworks• Hard to understand• Tendency to stick to the theory• Expectations are too high
  11. 11. Observations
  12. 12. Step by step
  13. 13. Make choices
  14. 14. @ TOPdesk• Incident Management• Problem Management• Change Management
  15. 15. @ TOPdeskIncident Management• Registration with a purpose• Reporting with a purpose
  16. 16. @ TOPdeskProblem Management• Awareness• Problem of the week• Dedicated people
  17. 17. @ TOPdesk
  18. 18. @ TOPdesk
  19. 19. @ TOPdeskChange Management• Supporting various departments• Supporting various applications
  20. 20. @ TOPdeskWhat about• Service Level Management• Security• Availability• …
  21. 21. Where is the gain?
  22. 22. There is the gain!
  23. 23. People?
  24. 24. OpportunityApplying typical building blocks topractice.
  25. 25. Observations• Not a topic in the typical building blocks.• Because you cannot model people like you can model a process or tool.
  26. 26. In practiceTraining • Understanding the process and organizationAwareness • Understanding the customerThe next step • Understanding how to improve
  27. 27. @TOPdeskTraining • Orientation Program • Food for thought
  28. 28. @TOPdeskAwareness • Customer • Perception of the customer • Mutual understanding
  29. 29. @TOPdeskThe next step • Everything changes • Be your own critic • Look around
  30. 30. In other words…• Accept your level of maturity• Accept inspiration from others• Accept “people” as an opportunity
  31. 31. Visit our stand to share your views We have chocolates!
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