Shared Service Management Simplified - TOPdesk on Tour 2013

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Practical experience has shown that IT, FM, and HR departments do come together, but don’t really collaborate. Based on a practical growth model, this presentation demonstrates how you can combine and manage your service departments' work processes.

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Shared Service Management Simplified - TOPdesk on Tour 2013

  1. 1. Marieke Spapens Join the conversation on Twitter #ontour13 TOPdesk: Shared Service Management Simplified Tim Lansbergen– senior TOPdesk Consultant
  2. 2. Join the conversation on Twitter #ontour13
  3. 3. Join the conversation on Twitter #ontour13 Customer knows best… · Easy · Quick · Low costs
  4. 4. Join the conversation on Twitter #ontour13 HR Shared Service Management (SSM) FM IT
  5. 5. Join the conversation on Twitter #ontour13 Nothing shared Shared tool Shared Service Desk Shared process Cost efficiency QualityofServiceSSM-Growth model
  6. 6. Join the conversation on Twitter #ontour13 Improving Quality of Service Product Process People
  7. 7. Join the conversation on Twitter #ontour13 Nothing shared Cost efficiency QualityofServiceStage 0: Nothing shared
  8. 8. Join the conversation on Twitter #ontour13 Stage 0: Nothing shared Own product / tool No collaboration Focus on own department
  9. 9. Join the conversation on Twitter #ontour13 Challenge stage 0 Time and effort to manage information flows
  10. 10. Join the conversation on Twitter #ontour13 Nothing shared Shared tool Cost efficiency QualityofServiceStage 1: Shared tool
  11. 11. Join the conversation on Twitter #ontour13 Stage 1: Shared tool Share one tool Common terminology and implementation First signs of collaboration
  12. 12. Join the conversation on Twitter #ontour13 Challenge stage 1 Sharing 1 tool means making compromises
  13. 13. Join the conversation on Twitter #ontour13 Recommendation 1: Monthly meetings
  14. 14. Join the conversation on Twitter #ontour13 Result stage 1 Cost efficiency QualityofService Nothing shared Shared tool
  15. 15. Join the conversation on Twitter #ontour13
  16. 16. Join the conversation on Twitter #ontour13 Nothing shared Shared tool Shared Service Desk Cost efficiency QualityofServiceStage 2: Shared Service Desk
  17. 17. Join the conversation on Twitter #ontour13 Stage 2: Shared Service Desk Transparency 1 Servicedesk, mutual agreements More intensive collaboration
  18. 18. Join the conversation on Twitter #ontour13 Challenge stage 2 Customers are not familiar with the Shared Servicedesk
  19. 19. Join the conversation on Twitter #ontour13 Recommendation 2: Promote! Promote the Shared Service Desk
  20. 20. Join the conversation on Twitter #ontour13 Result stage 2 Cost efficiency QualityofService Nothing shared Shared tool Shared Service Desk
  21. 21. Join the conversation on Twitter #ontour13
  22. 22. Join the conversation on Twitter #ontour13 Nothing shared Shared tool Shared Service Desk Shared process Cost efficiency QualityofServiceStage 3: Shared process
  23. 23. Join the conversation on Twitter #ontour13 Stage 3: Shared process Departmental implementation Common process Collaboration
  24. 24. Join the conversation on Twitter #ontour13 Which stage are you? 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process Survey results
  25. 25. Join the conversation on Twitter #ontour13 Survey results 0% 10% 20% 30% 40% 50% 60% Stage 0: nothing shared Stage 1: shared tool Stage 2: shared service desk Stage 3: shared process Survey results
  26. 26. Join the conversation on Twitter #ontour13 Challenge stage 3 Different levels of process maturity per department
  27. 27. Join the conversation on Twitter #ontour13 Recommendation: First things first Starter Department move Leaver
  28. 28. Join the conversation on Twitter #ontour13 Front End
  29. 29. Join the conversation on Twitter #ontour13 Process Improvement Define Realise Improve Go Live
  30. 30. Join the conversation on Twitter #ontour13 Example Roles Tool and work instructions Process and procedures
  31. 31. Join the conversation on Twitter #ontour13 Example Roles Tool and work instructions Process and procedures
  32. 32. Join the conversation on Twitter #ontour13 ITIL Mark, Planner John, Customer Roles Tool and work instructions Process and procedures SD Ian, ICT Josh, HRLaura, Facilities CustomerDepartment
  33. 33. Join the conversation on Twitter #ontour13 ITIL Mark, Planner John, Customer CustomerDepartment SD Process monitoring Roles Tool and work instructions Process and procedures Ian, ICT Josh, HRLaura, Facilities
  34. 34. Join the conversation on Twitter #ontour13 Periodic evaluation & improvement · Quarterly · Process owner + process managers Process improvement Process monitoring Roles Tool and work instructions Process and procedures
  35. 35. Join the conversation on Twitter #ontour13 Customers expect... • Easy • Quick • Low costs
  36. 36. Join the conversation on Twitter #ontour13 Nothing shared Shared tool Shared service desk Shared process Cost efficiency QualityofService Shared department?
  37. 37. Join the conversation on Twitter #ontour13 Benefits of Shared Service Management Share knowledge; best practices Pooled resources; one tool multiple budgets? Customer satisfaction; easy and quick
  38. 38. Join the conversation on Twitter #ontour13 HR Shared Service Management (SSM) FM IT

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