The document discusses shared service management (SSM), outlining stages from no collaboration to shared processes across departments like HR, FM, and IT. It presents a growth model emphasizing quality, experience, and cost efficiency at each stage, along with key challenges and pointers for effective implementation. The ultimate goal is to enhance customer service by providing quicker, easier, and cost-effective solutions.

1. Shared Service Management
Annemarie Wolfrat MSc. - TOPdesk Consultancy

3. Customers want….
· Quick
· Easy
· Lower costs
· How?

5. Shared Service Management (SSM)
HR
FM IT

6. Nothing
shared
Shared
tool
Shared
service desk
Shared
process
SSM growth model
Qualityexperience
Cost efficiency
Shared
Department

7. Improving quality of service
Tool
Process
People

8. Stage 0: nothing shared
Separate tooling
Stand-alone processes
Department focus

9. Challenge of stage 0
· A lot of time and effort is wasted while searching
for information

10. Pointer 1: clarify ownership of information
· Identify process owners and managers
· Communicate

11. Pointer 2: start a knowledge base

12. Stage 1: SSM tool
Working together in one tool
Common terminology and shared configuration
First signs of collaboration, but still department-
oriented

13. Challenge of stage 1
· While implementing the tool, take the different
preferences and lingo into consideration

14. Pointer 3: key user meetings
Customer Supplier
IT
FM
HR
IT
Key user meeting
FM
HR
IT

15. SSM growth model: result of step 1
Qualityexperience
Cost efficiency
Shared tool
Nothing shared

17. Stage 2: shared service desk
Insight into each other's workload
One service point for all your customers
Stronger collaboration between departments

18. Challenge of stage 2
Making sure your customer knows where your front
door is

19. Pointer 4: promotion campaign
· Promote your self-service desk

20. SSM growth model: result of step 2
Qualityexperience
Cost efficiency
Shared tool
Nothing shared
Shared service desk

22. Stage 3: Shared process
Cross-departmental facilities
Mutual processes and process indicators
Close collaboration

23. Challenge of stage 3
Different levels of process maturity for different
departments

24. Pointer 5: start with a core process
New employee
Employee
change
Terminating
employment

26. SSM growth model: result of step 3-1
Qualityexperience
Cost efficiency
Shared tool
Nothing shared
Shared service desk
Shared processes

27. Level of service delivery?
0%
10%
20%
30%
40%
50%
60%
Stage 0: nothing
shared
Stage 1: shared
tool
Stage 2: shared
service desk
Stage 3: shared
process
According to survey

28. Service level of our customers
0%
10%
20%
30%
40%
50%
60%
Stage 0: nothing
shared
Stage 1: shared
tool
Stage 2: shared
service desk
Stage 3: shared
process
According to survey

29. Your customer wants:
· Quick
· Easy
· Lower costs

30. Shared Service Management (SSM)
HR
FM IT

31. Please visit us during the itSMF summit
TOPdesk / IT Software
www.topdesk.com / www.itsoftware.se
+31 (0)15 270 09 00
+46 (0)8 33 57 00
Curious?

32. View this presentation online on
www.slideshare.net/TOPdesk
Annemarie Wolfrat MSc.
a.wolfrat@topdesk.com