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Service Management Dream Team - Sumit De

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Making sense of the Framework Frenzy: pick the methods suited to your customer’s organization.

While frameworks and best practices should be there to help you make decisions and bring focus, the multitide of frameworks brings a whole new level of confusion. We aim to give some guidelines about how to approach best practices and pick the best combination for your customer’s organization.

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Service Management Dream Team - Sumit De

  1. 1. TOPdesk on Tour TOPdesk on Tour The Service Management Dream Team: Choose the best from the entanglement of frameworks and best practices
  2. 2. TOPdesk on Tour Sumit De Head of UK Consultancy, TOPdesk
  3. 3. TOPdesk on Tour Program What is the problem? The Playing Field The Players The Game Plan The Final Whistle
  4. 4. TOPdesk on Tour TOPdesk on Tour What is it Problem? Decisions, Decisions
  5. 5. TOPdesk on Tour 1,440
  6. 6. TOPdesk on Tour Average decisions taken daily 35,000
  7. 7. TOPdesk on Tour IT CAFM Customer Contact Customer satisfaction Outsourcing Efficiency Automation Cloud Direction Value Partners ESM Agility CoCreation Transparency Feedback Cooperation eHRM Alignment Tools AI IoT BIM Knowledge transfer Shift Left Lean Kanban SIAM Service Catalogue
  8. 8. TOPdesk on Tour Lean ITIL ESM NEN-EN 15221-1 AGILE Cobit DevOps Kaizen ISO/IEC ISO 15504 USMBOK KCS ISO/IEC 20000 ISO/IEC 27000 IT4IT Scrum Siam BiSL Strategic FM ASL Six Sigma ISO41011:2017 Bimodal IT VeriSM
  9. 9. TOPdesk on Tour
  10. 10. TOPdesk on Tour The Playing Field Where are we?
  11. 11. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  12. 12. TOPdesk on Tour The Players Who makes it onto the team?
  13. 13. TOPdesk on Tour Players: the selection
  14. 14. TOPdesk on Tour ITIL Born 1989 Control 91 Flexibility 47 Detail 84 Maturity 81 Applicability 68 Summary Score: PLAYER NO. #10762 Report 74
  15. 15. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  16. 16. TOPdesk on Tour Agile Service Management Born 2001 Control 45 Flexibility 87 Detail 54 Maturity 43 Applicability 91 Summary Score: PLAYER NO. #13387 Report 64
  17. 17. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  18. 18. TOPdesk on Tour DevOps Born 2006 Summary Score: PLAYER NO. #12745 Report 63 Control 55 Flexibility 78 Detail 65 Maturity 74 Applicability 44
  19. 19. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  20. 20. TOPdesk on Tour Service Integration and Management Born 2009 Control 86 Flexibility 74 Detail 63 Maturity 53 Applicability 55 Summary Score: PLAYER NO. #03295 Report 66
  21. 21. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  22. 22. TOPdesk on Tour Knowledge Centered Support Born 1992 Control 53 Flexibility 78 Detail 88 Maturity 74 Applicability 60 Summary Score: PLAYER NO. #09967 Report 75
  23. 23. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  24. 24. TOPdesk on Tour TOPdesk on Tour The Game Plan Where are you starting?
  25. 25. TOPdesk on Tour The Game Plan Map your own game plan
  26. 26. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  27. 27. TOPdesk on Tour The Game Plan Map your own game plan Distinguish between your strengths and weaknesses
  28. 28. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  29. 29. TOPdesk on Tour The Game Plan Map your own game plan Distinguish between your strengths and weaknesses Prioritise
  30. 30. TOPdesk on Tour The Game Plan Map your own game plan Distinguish between your strengths and weaknesses Prioritise Choose and combine your players
  31. 31. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  32. 32. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  33. 33. TOPdesk on Tour REACTIVE PROACTIVE Customer Supplier
  34. 34. TOPdesk on Tour TOPdesk on Tour The Final Whistle The End
  35. 35. TOPdesk on Tour The Final Whistle There is No One size fits all Play on the Flanks Think Big Start Small Balance between structure and flexibility
  36. 36. TOPdesk on Tour TOPdesk on Tour Thank you for attending

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