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Kieran Fisher Nick Beauchamp Steve Candy
SEPT 2017
MAY 2018LEARNING IMPROVING
Incident / Change
& Knowledge
Management
What’s a
TOPdesk?
Service
Catalogue
Design
S...
1. 2. 3. 4.
5. 6.
7. 8.
9. 10. 11. 12.
MEDWAY
MEDWAY +
GRAVESHAM
X
TOPdesk Serves
3100 Medway Council Staff
500 Gravesham Borough Council Staff
Served by 172 Operators consisting of
17 ICT ...
https://www.youtube.com/user/topdesk/videos
https://www.topdesk.com/uk/resources/
https://blog.topdesk.com/updates
https:/...
ICT
FIRST?
https://page.topdesk.com/en/self-service-guide
https://blog.topdesk.com/en/topic/self-service
Self Service
1. 2. 3. 4.
5. 6.
7. 8.
9. 10. 11. 12.
MEDWAY +
GRAVESHAM
X
4.2/5 Customer
Satisfaction
Month 1 after
Go-live (June 2018)
80.6% via SSP
Snapshot of
now (Nov 2018)
81.4% via SSP
Make Access Easy and
Accessible – Start Menu
Make Access Easy and
Accessible – Load on Boot
Can you Change your
existing processes?
TOPDesk Promo Pack
https://page.topdesk.com/en-gb/self-service-promotion-kit
Email Signatures
Out Of Office Messages
Poste...
Remember to promote as
well as redirect links from
your Intranet to your
TOPdesk SSP OR use TOPdesk
as your Intranet!
TOPd...
Internal Events
Internal Training
TOPDesk Promo Pack
https://page.topdesk.com/en-gb/self-service-promotion-kit
Get others ...
Calls Logged Changes Logged
1. 2. 3. 4.
5. 6.
7. 8.
9. 10. 11. 12.
MEDWAY +
GRAVESHAM
X
1. Asset and Order Management
2. Problem Management
3. An ICT Survey – How are we performing?
4. Exploiting Labs Features ...
1. Be a Sponge
2. Service by Design
3. Actively Promote!
Its not a tick-box exercise…
4. Be Agile - Continuously Assess
an...
The Medway Story
The Medway Story
The Medway Story
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The Medway Story

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Medway Council's presentation at ToT18 Manchester

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The Medway Story

  1. 1. Kieran Fisher Nick Beauchamp Steve Candy
  2. 2. SEPT 2017 MAY 2018LEARNING IMPROVING Incident / Change & Knowledge Management What’s a TOPdesk? Service Catalogue Design SSP Launch Stop/Start Local Tech Issues Coming from Touchpaper / LANDesk = Circa 2002 (We have staff younger than this!)
  3. 3. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. MEDWAY MEDWAY + GRAVESHAM X
  4. 4. TOPdesk Serves 3100 Medway Council Staff 500 Gravesham Borough Council Staff Served by 172 Operators consisting of 17 ICT Groups, 12 HR Teams, 2 Finance Teams, GIS Team, Corp Comms, The Print Room, 4 Non-ICT Systems Teams, Digital Transformation (At Present)
  5. 5. https://www.youtube.com/user/topdesk/videos https://www.topdesk.com/uk/resources/ https://blog.topdesk.com/updates https://blog.topdesk.com/en https://releasenotes.topdesk.com/ https://releasenotes.topdesk.com/api/ https://blog.topdesk.com/status https://extranet.topdesk.com/tas/public/login/saml https://trello.com/b/qdH51G8x/topdesk-product-roadmap https://page.topdesk.com/webinars BLOG RESOURCES DEVELOPMENT EXTRANET RELEASE NOTES
  6. 6. ICT FIRST?
  7. 7. https://page.topdesk.com/en/self-service-guide https://blog.topdesk.com/en/topic/self-service Self Service
  8. 8. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. MEDWAY + GRAVESHAM X
  9. 9. 4.2/5 Customer Satisfaction Month 1 after Go-live (June 2018) 80.6% via SSP Snapshot of now (Nov 2018) 81.4% via SSP
  10. 10. Make Access Easy and Accessible – Start Menu
  11. 11. Make Access Easy and Accessible – Load on Boot
  12. 12. Can you Change your existing processes?
  13. 13. TOPDesk Promo Pack https://page.topdesk.com/en-gb/self-service-promotion-kit Email Signatures Out Of Office Messages Posters Drop-In Sessions
  14. 14. Remember to promote as well as redirect links from your Intranet to your TOPdesk SSP OR use TOPdesk as your Intranet! TOPdesk Promo Pack https://page.topdesk.com/en-gb/self-service-promotion-kit
  15. 15. Internal Events Internal Training TOPDesk Promo Pack https://page.topdesk.com/en-gb/self-service-promotion-kit Get others to promote it for you! Provide a Powerpoint with Animated Gif’s and get champions to share/promote it amongst their own team meetings.
  16. 16. Calls Logged Changes Logged
  17. 17. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. MEDWAY + GRAVESHAM X
  18. 18. 1. Asset and Order Management 2. Problem Management 3. An ICT Survey – How are we performing? 4. Exploiting Labs Features to the MAX! 5. Changing our SLA’s – Evidence they are not right. 6. Expanding TOPdesk to include… a) Schools b) Gravesham (6 Shared Services) c) Facilities / Norse d) Procurement / Information Governance / Contact Centre / Legal / Libraries / Another Finance Team 7. Revise the SSP Design
  19. 19. 1. Be a Sponge 2. Service by Design 3. Actively Promote! Its not a tick-box exercise… 4. Be Agile - Continuously Assess and Improve 5. Understand your customer and speak their language

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