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Workshop thinking in services - Tine Vermeulen & Michelle Beckers

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Smarter service starts with shift left: adapt your service to your customers and stimulate them to be self-reliant. The self-service portal (SSP) and a clear product service catalogue (PSC) are two essential components to deliver service excellence.
In this session you will learn about our best practice principles when setting up your SSP and service catalogue.

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Workshop thinking in services - Tine Vermeulen & Michelle Beckers

  1. 1. TOPdesk on Tour TOPdesk on Tour SSP and PSC TOPdesk how-to
  2. 2. TOPdesk on Tour Michelle & Tine IT business consultants
  3. 3. TOPdesk on Tour Table of content • Self Service Portal • What is a PSC? • SSP examples • PSC workshop • Tips and tricks
  4. 4. TOPdesk on Tour Introduction to the Self Service Portal • Vision TOPdesk: End-user first • Self Service Portal as Product Service Catalogue! • Services central • Shift left left
  5. 5. TOPdesk on Tour TOPdesk on Tour Question: Who already knows what a PSC is?
  6. 6. TOPdesk on Tour
  7. 7. Webshops
  8. 8. TOPdesk on Tour TOPdesk on Tour Question: Who already uses a Self Service Portal?
  9. 9. TOPdesk on Tour TOPdesk on Tour Question: Who has already defined a Product Service Catalogue (PSC)?
  10. 10. TOPdesk on Tour TOPdesk on Tour Possible designs for your SSP
  11. 11. TOPdesk on Tour Create new incident My office Multimedia Contact & feedback Request new workplace
  12. 12. TOPdesk on Tour Department focus Create new incident My office Multimedia Contact & feedback Request new workplace
  13. 13. TOPdesk on Tour Action focusDepartment focus My office Create new incident Contact & feedback Request new workplace Multimedia
  14. 14. TOPdesk on Tour Action focusDepartment focus Service focus My office MultimediaCreate new incident Contact & feedback Request new workplace
  15. 15. TOPdesk on Tour The advantages of an online PSC For the end-user 24/7 available Complete overview of services Self-reliant Track & trace For the service provider More time to add value More time for urgent matters
  16. 16. TOPdesk on Tour TOPdesk on Tour SSP examples
  17. 17. TOPdesk on Tour
  18. 18. TOPdesk on Tour
  19. 19. TOPdesk on Tour TOPdesk on Tour PSC workshop • Brainstorm • Cluster services
  20. 20. TOPdesk on Tour TOPdesk on Tour Success?
  21. 21. TOPdesk on Tour TOPdesk on Tour Where do you start? 4 tips for your PSC
  22. 22. Tip 1: Put your customer first
  23. 23. Tip 2: Think big, start small
  24. 24. Tip 3: Add FAQ’s ?? ?
  25. 25. Tip 4: Promote Self Service Portal Promotion Package (ENG) Self Service Portal Promotion Package (NL)
  26. 26. TOPdesk on Tour Ready to start building your own SSP? Good luck!

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