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TOPdesk Product Development - From Vision to Themes to Roadmap - TOPdesk on Tour Denmark 2017

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How will TOPdesk help you improve your service management in the future? Product Manager Sietze Meijer presents the vision of TOPdesk on service management and how the tool will develop to help you reach it.

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TOPdesk Product Development - From Vision to Themes to Roadmap - TOPdesk on Tour Denmark 2017

  1. 1. TOPdesk Product Development From vision to roadmap to products Sietze Meijer
  2. 2. Building a roadmap Vision Development themes Development themes Development themes ….. ….. Product Strategy R O A D M A P Trends Our Ambition
  3. 3. Building a roadmap Vision Our Ambition
  4. 4. We want to be the most relevant internal service management platform for mid-sized organizations world-wide and their Managed Service Providers and suppliers.
  5. 5. Vision • Standard & Simple We believe the future is in software that is incredibly easy to use and implement. • Shared Service Management We believe the end-user will expect all services to co-operate seamlessly. • Service Chain Integration We believe service delivery isn’t confined to the walls of your organization.
  6. 6. Translation to the product Vision Trends Our Ambition
  7. 7. Trends in Service Management
  8. 8. Service DeskClient Supplier
  9. 9. The end of possession
  10. 10. Customer
  11. 11. Customer Centric “Are you really Customer Centric?” Trends Service Chain “The End of Possession” • Demand service, not a device • Make the chain transparent • Orchestrate the experience
  12. 12. Customer Centric
  13. 13. SLA XLA
  14. 14. Seamless Experience
  15. 15. Trends Customer Centric “Are you really Customer Centric?” • SLA or XLA? • Seamless Experience • Empower the customer Service Chain “The End of Possession” • Demand service, not a device • Make the chain transparent • Orchestrate the experience
  16. 16. Service DeskClient Supplier
  17. 17. Service Excellence Service Desk Client Supplier
  18. 18. Development themes Development themes Development themes ….. ….. R O A D M A P Building a roadmap Vision Product Strategy Trends Our Ambition
  19. 19. The Service Management ‘chain’
  20. 20. Service Excellence • Shift Left • Suggestions • Search from TOPdesk in other content • Customer feedback/XLAs • Share and subscribe to tickets from colleagues
  21. 21. Bring the MSP on board • Response Times • Reporting • Contracts • Auto link SLA’s
  22. 22. Delivery of software
  23. 23. TOPdesk as a Service • Events and Actions to web • Continuous deployment
  24. 24. Usability of software
  25. 25. Implementation out of the box • Independent AD Link • Custom imports for persons and assets
  26. 26. Self explanatory software • Getting started wizards • Navigation
  27. 27. Two service delivery ‘key stones’
  28. 28. Asset Management • Migration to Assets • Asset flexibility • API • Impact analysis • Service integration
  29. 29. Workflows • Standardized flow of activities • Understand the next step
  30. 30. Service Management world
  31. 31. Domain Experts • Graphical Process Designer • Chat with customers
  32. 32. Customer Collaboration • TD2TD Link • Worcade integration • Shared Conversations
  33. 33. The TOPdesk Ecosystem • Standard integrations • Service Automation • Marketplace
  34. 34. TOPdesk Development themes
  35. 35. Development themes in reality
  36. 36. Development themes in reality • What is happening now within themes? • We will show it to you and keep you up to date!
  37. 37. Building a roadmap Vision Development themes Development themes Development themes ….. ….. Product Strategy R O A D M A P Trends Our Ambition
  38. 38. TOPdesk Innovative Platform
  39. 39. Roadmap VS TIP • Something different • Roadmap is higher level • Product feedback / user voicing as input for roadmap • Transparency is critical at both levels
  40. 40. Where to find it? tip.topdesk.com Or visit our Extranet > Product Development
  41. 41. Summary
  42. 42. Roadmap VS TIP Vision Development themes Development themes Development themes ….. ….. Product Strategy R O A D M A P Trends Our Ambition Feature request/user voicing
  43. 43. What do we think we will achieve?
  44. 44. Questions/remarks?

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