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TOPdesk Product development, TOPdesk on Tour 2016, Manchester

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From vision to roadmap to products. Arend ten Oever

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TOPdesk Product development, TOPdesk on Tour 2016, Manchester

  1. 1. ON TOUR TOPdesk Product development From vision to roadmap to products
  2. 2. ON TOURON TOUR Key take aways • What’s our vision on service management • How is our Product Roadmap buils • How do we handle feature requests a.k.a. product feedback
  3. 3. ON TOURON TOUR • TOPdesk Product Roadmap
  4. 4. ON TOURON TOUR Vision Development themes Development themes Development themes ….. ….. Building the product roadmap R O A D M A P Trends Our Ambition
  5. 5. ON TOURON TOUR “We want to be the most relevant internal service management platform for organizations world-wide and their Managed Service Providers and suppliers” Our Ambition
  6. 6. ON TOURON TOUR “We want to be the most relevant internal service management platform for organizations world-wide and their Managed Service Providers and suppliers” Our Ambition
  7. 7. ON TOURON TOUR • 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. Vision
  8. 8. ON TOURON TOUR “Are you really Customer Centric?” • SLA or XLA? • Seamless Experience • Empower the customer Service Excellence Trends • Customer Centric • Service Chain “The End of Possession” • Demand service, not a device • Make the chain transparent • Orchestrate the experience
  9. 9. ON TOURON TOUR Vision Development themes Development themes Development themes ….. ….. Building the product roadmap ROADMAP Trends Our Ambition
  10. 10. ON TOURON TOUR The Service management chain
  11. 11. ON TOURON TOUR Workforce Enablement
  12. 12. ON TOURON TOUR Done • Add activity template to running change • Web widget Upcoming • Suggestions for operators • Asset Management Workforce Enablement
  13. 13. ON TOURON TOUR End Users First
  14. 14. ON TOURON TOUR End Users First Done • Completely new self service portal • End user app Upcoming • Self service mobility • Enhanced suggestions and search
  15. 15. ON TOURON TOUR MSP Love
  16. 16. ON TOURON TOUR MSP Love Done • Drill down reports portal Upcoming • Look&feel per customer in portal • Report on audit trail
  17. 17. ON TOURON TOUR Delivery of software
  18. 18. ON TOURON TOUR The Network
  19. 19. ON TOURON TOUR The Network Done • REST API • Worcade Upcoming • REST API • TOPdesk-TOPdesk link
  20. 20. ON TOURON TOUR TOPdesk as a Service
  21. 21. ON TOURON TOUR TOPdesk as a Service Done • Continuous delivery • Uploading via web dav Upcoming • Removal dedicated client
  22. 22. ON TOURON TOUR Demands of software
  23. 23. ON TOURON TOUR Implementation out of the box
  24. 24. ON TOURON TOUR Implementation out of the box Done • Setting up self service portal Upcoming • Imports done by customers • Implementation wizard
  25. 25. ON TOURON TOUR Self explanatory software
  26. 26. ON TOURON TOUR Self explanatory software Done • Styling • Hot keys • Progress trail Upcoming • Explanation in tool
  27. 27. ON TOURON TOUR Service management world
  28. 28. ON TOURON TOUR Domain Experts
  29. 29. ON TOURON TOUR Domain Experts Done • Self service portal Upcoming • Graphical process designer • Market place
  30. 30. ON TOURON TOUR TOPdesk development themes
  31. 31. ON TOURON TOUR Vision Development themes Development themes Development themes ….. ….. Building the product roadmap Trends Our Ambition ROADMAP
  32. 32. ON TOUR
  33. 33. ON TOUR Past A customer’s workaround… Today
  34. 34. ON TOUR
  35. 35. ON TOURON TOUR Stay up to date!
  36. 36. ON TOUR
  37. 37. ON TOUR
  38. 38. ON TOURON TOUR • High level vs detailed feedback • Product feedback input for roadmap • Transparency is critical at both levels Roadmap versus product feedback
  39. 39. ON TOURON TOUR Building the TOPdesk product with you! Feature request/product feedback Vision Development themes Development themes Development themes ….. ….. Trends Our Ambition ROADMAP
  40. 40. ON TOURON TOUR Process flow of product feedback
  41. 41. ON TOURON TOUR Process flows of product feedback All development are teams responsible for total solution Requirements Architecture Software Design Test Stage Deploy Exploitation Customer Facts & Metrics Product Feedback & Perception Product Management Module specialists Support Super user Customer usage
  42. 42. ON TOURON TOUR Direct and indirect feedback
  43. 43. ON TOURON TOUR Real time measurements
  44. 44. ON TOURON TOUR Product feedback
  45. 45. ON TOURON TOUR • Customers and volume of feedback 3500 active customers spread all over the world 2500 feature requests in 2015 alone • Issues resolved We resolve a total of 2000 issues each year Resolved 750 issues based on registered customer feedback, about 40% • How about all your other feature requests? Feature request volume
  46. 46. ON TOURON TOUR When requests come in, then what?
  47. 47. ON TOURON TOUR • What are the numbers? How many customers currently use it? How many customers potentially benefit? • Who are the users? Who uses it? End user, operator, manager…? How often do these people use it? Weekly, daily, all the time…? • How relevant is this? How important is this to you? Does this fit our strategy? Will it still add value 5 years from now? Questions we ask ourselves
  48. 48. ON TOURON TOUR Example of a popular module
  49. 49. ON TOURON TOUR
  50. 50. ON TOURON TOUR Example
  51. 51. ON TOURON TOUR Example
  52. 52. ON TOURON TOUR • We value feedback • We use the feedback you provide • We simply cannot incorporate all of it • We are going to empower you Summary
  53. 53. ON TOURON TOUR Building the TOPdesk product with you! Feature request/product feedback Vision Development themes Development themes Development themes ….. ….. Trends Our Ambition ROADMAP
  54. 54. ON TOURON TOUR TOPdesk Market place
  55. 55. ON TOURON TOUR • Release soon (end Q4) • Platform for • Partner solutions • Sharable solutions • Integrations connectors • Meeting Demand & Supply • Build with the standard Self Service Portal technology TOPdesk Market place
  56. 56. ON TOURON TOUR -
  57. 57. ON TOURON TOUR • We share: • Vision • Roadmap • User voicing • Market place • Give us feedback! Summary
  58. 58. ON TOURON TOUR What do we think we will achieve?
  59. 59. ON TOURON TOUR To stay up to date with the latest Service Managements trends & TOPdesk news Follow us on the social media
  60. 60. ON TOURON TOUR Questions/remarks?

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