Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference
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The presentation Social Service Management is given at the itSMF Belgium Conference by Wouter vanden Bergh on the 16th of October 2014.
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Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference
- 1. itSMF BELGIUM Wouter Vanden Bergh
- 4. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey Monitor your Processes & services Report results
- 6. itSMF BELGIUM Customer Human Experience Expectations Service provider
- 7. itSMF BELGIUM Proces ITSM-tool Human Expectations Customer Organisation & Policy Experience Service provider
- 8. itSMF BELGIUM Servicedesk Customer
- 9. itSMF BELGIUM Customer representative Customer Service Level Manager SLA Servicedesk ?
- 10. itSMF BELGIUM Customer representative Customer Service Level Manager SLA Servicedesk ?
- 11. itSMF BELGIUM
- 12. itSMF BELGIUM
- 13. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey Monitor your Processes & services Report results
- 14. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey Monitor your Processes & services Report results
- 15. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey SHOW your Processes & services Report results
- 16. itSMF BELGIUM
- 17. itSMF BELGIUM
- 18. itSMF BELGIUM
- 19. itSMF BELGIUM
- 20. itSMF BELGIUM
- 21. itSMF BELGIUM
- 22. itSMF BELGIUM SLA supplier-contracts Customer Service Provider Suppliers
- 23. itSMF BELGIUM *What *Condtions: *For whom *When *How *By whom
- 24. itSMF BELGIUM Clarity! For Customer: What to expect On what conditions For Service Provider: How to act depending on the situation How to look at the results
- 25. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey SHOW your Processes & services Report results
- 26. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey Monitor your Processes & services Report results
- 27. itSMF BELGIUM
- 28. itSMF BELGIUM *Be Relevant *Be Simple *Be Realistic
- 29. itSMF BELGIUM *Be Relevant *Be Simple *Be Realistic
- 30. itSMF BELGIUM Accept Assess Assign Escalate? Solve Control OK? Close No Yes Yes No
- 31. itSMF BELGIUM Accept Assess Assign Escalate? Solve Control OK? Close No Yes Yes No
- 32. itSMF BELGIUM *Be Relevant *Be Simple *Be Realistic
- 33. itSMF BELGIUM Impact Urgency
- 34. itSMF BELGIUM Impact Urgency High Low High P1 P2 Low P2 P3
- 35. itSMF BELGIUM Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5
- 36. itSMF BELGIUM Impact Urgency Company Department Team Person High P1 P2 P3 P4 Medium P2 P3 P4 P5 Low P3 P4 P5 P6
- 37. itSMF BELGIUM Impact Urgency Company Department Team Person Super cr. P0 P1 P1 P2 Critical P1 P1 P2 P3 High P1 P2 P3 P4 Mid P2 P3 P4 P5 Low P3 P4 P5 P6
- 38. itSMF BELGIUM Impact Urgency Company Department Team Persoon Super Cr. P0 P1 P1 P2 Invoices P0 Critical P1 P1 P2 P3 High P1 P2 P3 P4 Mid P2 P3 P4 P5 Low P3 P4 P5 P6
- 39. itSMF BELGIUM Impact Urgency Primary proces Supporting proces Can not work P1 P2 Partial work P2 P3 Can work P3 P4
- 40. itSMF BELGIUM *Be Relevant *Be Simple *Be realistic
- 41. itSMF BELGIUM
- 42. itSMF BELGIUM Save Time! Transparancy Professionalism Clear communication
- 43. itSMF BELGIUM
- 44. Reaching agreements Comply with agreements Service Level Management itSMF BELGIUM Draft agreements Customer survey Monitor your Processes & services Report results
- 45. itSMF BELGIUM *Be Brief *Be Objective *Be Specific *Be Simple
- 46. itSMF BELGIUM *Be Brief *Be Objective *Be Specific *Be Simple
- 47. itSMF BELGIUM Jan spend his whole Saturday baking 6 cakes for his birthday party on Sunday. There where 30 people invited but just 15 confirmed they would come by. How many cake does Jan has for each guest? 6 cakes divided by 15 people. How many cake for each?
- 48. itSMF BELGIUM *Be Brief *Be Objective *Be Specific *Be Simple
- 49. itSMF BELGIUM We are constantly improving TOPdesk functionalities to stay a first class tool. What are your thoughts on our most recent new and improved design? What are your thoughts on the upgrades to TOPdesk?
- 50. itSMF BELGIUM *Be Brief *Be Objective *Be Specific *Be Simple
- 51. itSMF BELGIUM How often do you use TOPdesks Help Center topic and the email support center? Q1) How many times a month do you use Help Center topics? Q2) How many times a month do you use the email support center?
- 52. itSMF BELGIUM *Be Brief *Be Objective *Be Specific *Be Simple
- 53. itSMF BELGIUM Click here to give us some feedback Are you satisfied with our services? YES NO
- 54. itSMF BELGIUM Data! Higher response rates Unbiased data Engagement
- 55. itSMF BELGIUM
- 56. itSMF BELGIUM Reaching agreements Comply with agreements Draft agreements Service Level Management Customer survey SHOW your Processes & services Report results
- 57. itSMF BELGIUM *SHOW your Processes & Services: - What - For whom - When - How CLARITY!
- 58. itSMF BELGIUM *SHOW your Processes & Services *Draft agreements - Be Relevant - Be Simple - Be Realistic SAVE TIME!
- 59. itSMF BELGIUM *SHOW your Processes & Services *Draft agreements *Customer Survey - Be Brief - Be Objective - Be Simple - Be specific DATA!
- 60. itSMF BELGIUM Are there any questions? Yes No