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Game changers in ITSM by Annemarie Wolfrat

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Contemporary trends in IT Service Management

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Game changers in ITSM by Annemarie Wolfrat

  1. 1. ICT Summit Paramaribo 2015 Game changers in ITSM – Contemporary trends in IT Service Management Annemarie Wolfrat MSc. – Consultant TOPdesk
  2. 2. ICT Summit Paramaribo 2015 Service Catalogue Shift Left KCS Customer
  3. 3. ICT Summit Paramaribo 2015 Game changers Service Management – a complicated landscape · Service catalogue · Shift left · Knowledge centered support
  4. 4. ICT Summit Paramaribo 2015 Service delivery Not the same as service management
  5. 5. ICT Summit Paramaribo 2015 Supporting departments Service landscape Customer Supplier
  6. 6. ICT Summit Paramaribo 2015 Service landscape IT & IM Customer Supplier eHRMFM / RE Supportingdepartments
  7. 7. ICT Summit Paramaribo 2015 Service landscape IT & IM Customer Supplier eHRMFM / RE Informative processes Reactive processes Proactive processes Supportingdepartments
  8. 8. ICT Summit Paramaribo 2015 IT & IM eHRMFM / RE Customer Customer Customer Self Service Service Catalogue SLM Customer satisfaction Supplier Supplier Supplier SLA’s Supplier management Links Contract Management Supplier Supportingdepartments
  9. 9. ICT Summit Paramaribo 2015 IT & IM eHRMFM / RE Customer Customer Customer Self Service Service Catalogue SLM Customer satisfaction Supplier Supplier Supplier SLA’s Supplier management Links Contract Management Supportingdepartments
  10. 10. ICT Summit Paramaribo 2015 IT & IM FM / RE Customer Customer Customer Self Service Supplier Supplier Supplier SLA’s Contract ManagementSupplier management Links eHRM Customer satisfaction Service Catalogue SLM Supportingdepartments
  11. 11. ICT Summit Paramaribo 2015
  12. 12. ICT Summit Paramaribo 2015 Service Catalogue Shift Left KCS Customer
  13. 13. ICT Summit Paramaribo 2015 Service catalogue · Hot topic in the service environment · Serves as front door · Shared Service Management · Self-service Shift
  14. 14. ICT Summit Paramaribo 2015 One stop shop · Opening hours · Adress(es) · Range of products and services · Terms of delivery
  15. 15. ICT Summit Paramaribo 2015
  16. 16. ICT Summit Paramaribo 2015
  17. 17. ICT Summit Paramaribo 2015
  18. 18. ICT Summit Paramaribo 2015 Service catalogue principles · Opening hours · Point(s) of contact · Range of products and services · Terms of delivery
  19. 19. ICT Summit Paramaribo 2015 Self-service made easy · Your service catalogue is your service departments’ web shop · Quick, easy and rewarding for all parties involved
  20. 20. ICT Summit Paramaribo 2015 Service Catalogue Shift Left KCS Customer
  21. 21. ICT Summit Paramaribo 2015 Shift
  22. 22. ICT Summit Paramaribo 2015 Savings at the customer’s expense? No, extra resources at your customer’s disposal
  23. 23. ICT Summit Paramaribo 2015 Shift left Moving expensive tasks to 2nd lineMoving tasks to front office Migrating calls Optimize SSD usage Eliminate waste calls Time Costpersolution User 1st line 2nd line 3rd line
  24. 24. ICT Summit Paramaribo 2015 Eliminate waste calls · Self-Help first · Simple acts and solutions · Manuals · Knowledge base · Problem management · Educate users
  25. 25. ICT Summit Paramaribo 2015 Moving tasks to front office · Standard, simple changes · 2nd line incidents
  26. 26. ICT Summit Paramaribo 2015 Business case First quarter of 2015 TOPdesk 604 1st line incidents / 2 FTE 249 2nd line incidents / 3 FTE Sum of parts is too simple, but 2nd line is almost 4 times as expensive as 1st
  27. 27. ICT Summit Paramaribo 2015 Shift left = sharing knowledge
  28. 28. ICT Summit Paramaribo 2015 Service Catalogue Shift Left KCS Customer
  29. 29. ICT Summit Paramaribo 2015 Service desk challenges · Incidents are mostly repetitive · Fragmented knowledge · Various sources of information
  30. 30. ICT Summit Paramaribo 2015 Knowledge-centered support (KCS) · Integrate the creation and maintenance of knowledge into the customer exception process. · Evolve the knowledge based on demand and usage.
  31. 31. ICT Summit Paramaribo 2015 · Develop a knowledge base of the collective experience of the organization. · Recognize learning, collaboration, sharing, and improvement.
  32. 32. ICT Summit Paramaribo 2015 UFFA WorkflowCreate incident Search knowledge base Article found? Article correct? Research or escalate Solve incident Add item to knowledge base Fix item or flag for feedback Use knowledge item Close incident
  33. 33. ICT Summit Paramaribo 2015
  34. 34. ICT Summit Paramaribo 2015 Results · More efficient incident, request and event management processes · Shared ownership of information · Higher level of maturity for the affected processes · Improved customer and support agent satisfaction
  35. 35. ICT Summit Paramaribo 2015 TOPdesk example · Initiated by support agents themselves · Pilot for 3 months · Less time required to solve incidents · More time available for more complex incidents and problems
  36. 36. ICT Summit Paramaribo 2015 Service Catalogue Shift Left KCS Customer
  37. 37. ICT Summit Paramaribo 2015 View this presentation online on www.slideshare.net/TOPdesk Annemarie Wolfrat a.wolfrat@topdesk.com
  • katehuggins

    Jun. 19, 2016
  • mamat1406

    Jul. 31, 2015

Contemporary trends in IT Service Management

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