This session shows you how to streamline your service delivery and subsequently provide the best customer experience through the employment of process design. We will provide pointers for you to take back to your teams and start implementing positive changes to improve your service desk’s visibility within the organisation.

1. Twitter: #SEE2016
Process Awareness
Andreyna Gonzalez

2. Twitter: #SEE2016

3. Twitter: #SEE2016

4. Twitter: #SEE2016
"I really want to clear my life
to make it so that I have to
make as few decisions as
possible about anything”
Mark Zuckerberg

5. Twitter: #SEE2016
Programme
Why are
processes
necessary?
TOPdesk’s
best
practices
What is a
process?

6. Twitter: #SEE2016
"A repeatable series
of actions or operations that
consume resources to transform
material, energy, or
information into outputs that are provided to customers”
……
…
.
What Why How

7. Twitter: #SEE2016
DecisionsSteps
What Why How

8. Twitter: #SEE2016
Processing time and
interdependencies Assignment of resources
What Why How

9. Twitter: #SEE2016What Why How

10. Twitter: #SEE2016
Service Quality
Service Quality
• Tool
• Process
• People
What Why How

11. Twitter: #SEE2016
What is a process?
Elements of a process?
Other influences
What Why How

12. Twitter: #SEE2016
GAINS FROM A WELL-DEFINED PROCESS
IMPROVE QUALITY OF SERVICES
FOR CUSTOMERS
STREAMLINE
OPERATIONS
COST
SAVINGS
MEET DEMANDS BY CUSTOMERS
What Why How

13. Twitter: #SEE2016What Why How

14. Twitter: #SEE2016
WHAT ARE THE LARGEST HURDLES?
What Why How

15. Twitter: #SEE2016What Why How

16. Twitter: #SEE2016
Process Maturity
Process Maturity Levels
Level 1 – Ad-Hoc
Level 2 – Repeatable process
Level 3 – Defined process
Level 4 – Managed process
Level 5 – Optimized process
Dream
Save the world
Tribal Knowledge
Magna Carta
Comprehensive Dashboard
Continual Improvement
Nightmare
Independence Day
Witch Doctors
Bureaucratic Swamp
Big brother
Dystopian Factory
Ad-Hoc
Chaotic
Heroic
Ill-defined
Unpredictable
Repeatable
Sectional knowledge
Partially documented
Some repeatability
Varied success
Coaching approach
Defined
Process repository
Adopted processes
Standardised procedures
Correcting behaviour
Some predictability
Agreed methodology
Training provided
Managed
Metric-driven
Compliance enforced
Best practices
Co-operative culture
Quality assurance
Quality control
KPIs in place
Performance targets
Aligned to Strategy
Optimising
Continuous Improvement
Predictable results
Adaptable model
Focus on improvement
Lean Management
Collaborative culture
Innovative
Team driven
Initiative driven

17. Twitter: #SEE2016

18. Twitter: #SEE2016
Where to
start?
Going back to basics.
Continuous
improvement
Combine different
ways of working
TOPdesk Simplifies to:
What Why How

19. Twitter: #SEE2016
Where do you want to focus?
Customers
External Suppliers
IT & IM FM HRM
Supplier
Integration
Customer
Centric
Operational
Excellence
What Why How

20. Twitter: #SEE2016
Customers
External Suppliers
IT & IM FM HRM
Customer
Centric
What Why How

21. Twitter: #SEE2016
Customer Centric
What Why How

22. Twitter: #SEE2016
Customers
External Suppliers
IT & IM FM HRM
Operational
Excellence
What Why How

23. Twitter: #SEE2016
Operational Excellence
What Why How

24. Twitter: #SEE2016
Implement with your focus in mind
What Why How

25. Twitter: #SEE2016
TOPdesk Best-Practices
C
U
S
T
O
M
E
R
S
Reactive Mgt.:
• Malfunction
• Question
• Service
Request
Services:
• Service
Catalogue
• Assets
• CMDB
Relation Mgt.:
• Request
outside
Service
Catalogue
Changes:
• Adjustments
to provided
services
Proactive Mgt.:
• Planned
Maintenance
• Service
reviews
Improvement:
• Info from
reactive and
proactive
mgt.
What Why How

26. Twitter: #SEE2016What Why How

27. Twitter: #SEE2016
• Over 7,000 requests handled in
the first 4 months
• 95% resolved within SLA
• Self-Service tool takes majority
of service requests
• Positive feedback received from
across the British Library
• Before TOPdesk only 10% of
calls were logged via Self-
Service
• About 66% of calls now come in
via the Self-Service Portal
0%
10%
20%
30%
40%
50%
60%
70%
eMail Telephone Verbal Self Service
Old HelpDesk TOPdesk first 4 months TOPdesk after 13 months
Jason Mason, British Library
What Why How

28. Twitter: #SEE2016
Happy customers tell the real story
“Morning Chaps,
I’ve utilised the TOPdesk system to log calls which have been placed into the
correct support queues and turned around very quickly - in most cases the same
day.
I’m very impressed.
Thanks” Service Desk Manager and Head of Personal Computing Services
What Why How

29. Twitter: #SEE2016
What do
we want to
achieve?
TIME
QUALITY
Where do
we stand?
Summary
What Why How

30. Twitter: #SEE2016
FOCUS ON THE PROCESS

31. Twitter: #SEE2016