Co-founder of TOPdesk Wolter Smit will be discussing the concept of sharing services and using IT to facilitate interdepartmental collaboration. This keynote draws on research conducted by SDI and their report entitled 'Merging Desks, Shared Service Management'. Key findings from this research will be expanded upon and illustrated with real-world experiences of implementations at a variety of organisations. - Wolter Smit and Sumit De, SDI Conference 2015

1. Purpose of the research
· Wanted to see the exposure
and adoption rates
· What are the obstacles that
they face

4. Merging Desks: Shared Service Management
Wolter Smit, CEO TOPdesk
Sumit De, Senior TOPdesk Consultant

10. “Google Effect”

11. OF ORGANISATIONS SURVEYED HAVE
MORE THAN ONE SERVICE DESK90%

12. Network account, Badge,Working Place, Mobile
Phone, Laptop, Company Car, etc...
More than 80% of new employees
in my organisation
on their first day...
have everything

14. OF SERVICE DESKS RECEIVE BETWEEN 3%-
12% OF CALLS THAT ARE MEANT FOR
ANOTHER SERVICE DESK
55%

15. OF SERVICE DESKS ARE ALREADY PLANNING
FOR SHARED SERVICE MANAGEMENT55%
Is it on the agenda to merge services from other desks
45%: ‘No current plans’
16%: ‘Within the next 3 years
17%: ‘Within the next year’
10%: ‘Within the next 6 months’
12%: ‘Already have’

16. WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OF
SERVICES FOR CUSTOMERS
STREAMLINE
PROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS

17. Cost savings
• Educational advantages
– Student journey
• Payroll savings
– First year £287k (reducing duplication)
• Procurement savings
– First year £175k (collaboration & leverage)
• Service improvements

18. What is keeping you?

19. WHAT ARE THE LARGEST HURDLES?

20. Turf Wars
They’re fun till someone gets hurt

21. So… Now what?

22. Think Big….
Start small

23. Nothing
Shared
Shared
Portal
Efficiency
Quality

26. Nothing
Shared
Shared
Portal
Shared
Service Desk
Efficiency
Quality

27. Shared Service Desk
One Phone Number
“0121”
Shared Front Office
Facilities IT

28. Nothing
Shared
Shared
Portal
Shared
Service Desk
Efficiency
Quality
Shared
Process

29. IT SLA FM SLA

30. Shared
Tool
Nothing
Shared
Shared
Portal
Shared
Service Desk
Efficiency
Quality
Shared
Process

32. Payrolling

33. Shared
Tool
Nothing
Shared
Shared
Portal
Shared
Service Desk
Efficiency
Quality
Shared
Process
Shared
Department

35. WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OF
SERVICES FOR CUSTOMERS
STREAMLINE
PROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS

36. Think Big….
Start Small!

37. View this presentation online on
www.slideshare.net/TOPdesk
Wolter Smit & Sumit De
s.de@topdesk.com