How will TOPdesk help you improve your service management in the future? Product Manager Sietze Meijer presents the vision of TOPdesk on service management and how the tool will develop to help you reach it.

1. TOPdesk Product
Development
From vision to roadmap to products
Sietze Meijer

2. Building a roadmap
Vision
Development
themes
Development
themes
Development
themes
…..
…..
Product
Strategy
R
O
A
D
M
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Trends
Our Ambition

3. Building a roadmap
Vision
Our Ambition

4. We want to be the most relevant internal
service management platform for mid-sized
organizations world-wide and their
Managed Service Providers and suppliers.

5. Vision
• Standard & Simple
We believe the future is in software that is incredibly easy to use and
implement.
• Shared Service Management
We believe the end-user will expect all services to co-operate
seamlessly.
• Service Chain Integration
We believe service delivery isn’t confined to the walls of your
organization.

6. Translation to the product
Vision
Trends
Our Ambition

7. Trends in Service Management

8. Service DeskClient Supplier

9. The end of possession

15. Customer

16. Customer Centric
“Are you really Customer Centric?”
Trends
Service Chain
“The End of Possession”
• Demand service, not a device
• Make the chain transparent
• Orchestrate the experience

17. Customer Centric

18. SLA XLA

20. Seamless Experience

23. Trends
Customer Centric
“Are you really Customer Centric?”
• SLA or XLA?
• Seamless Experience
• Empower the customer
Service Chain
“The End of Possession”
• Demand service, not a device
• Make the chain transparent
• Orchestrate the experience

24. Service DeskClient Supplier

25. Service Excellence
Service
Desk
Client Supplier

26. Development
themes
Development
themes
Development
themes
…..
…..
R
O
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D
M
A
P
Building a roadmap
Vision Product
Strategy
Trends
Our Ambition

27. The Service Management ‘chain’

28. Service Excellence
• Shift Left
• Suggestions
• Search from TOPdesk in
other content
• Customer feedback/XLAs
• Share and subscribe to tickets
from colleagues

29. Bring the MSP on board
• Response Times
• Reporting
• Contracts
• Auto link SLA’s

30. Delivery of software

31. TOPdesk as a Service
• Events and Actions to web
• Continuous deployment

32. Usability of software

33. Implementation out of the box
• Independent AD Link
• Custom imports for persons and
assets

34. Self explanatory software
• Getting started wizards
• Navigation

35. Two service delivery ‘key stones’

36. Asset Management
• Migration to Assets
• Asset flexibility
• API
• Impact analysis
• Service integration

37. Workflows
• Standardized flow of activities
• Understand the next step

38. Service Management world

39. Domain Experts
• Graphical Process Designer
• Chat with customers

40. Customer Collaboration
• TD2TD Link
• Worcade integration
• Shared Conversations

41. The TOPdesk Ecosystem
• Standard integrations
• Service Automation
• Marketplace

42. TOPdesk Development themes

44. Development themes in reality

46. Development themes in reality
• What is happening now within themes?
• We will show it to you and keep you up to date!

47. Building a roadmap
Vision
Development
themes
Development
themes
Development
themes
…..
…..
Product
Strategy
R
O
A
D
M
A
P
Trends
Our Ambition

49. TOPdesk Innovative Platform

51. Roadmap VS TIP
• Something different
• Roadmap is higher level
• Product feedback / user voicing as input for roadmap
• Transparency is critical at both levels

52. Where to find it?
tip.topdesk.com
Or visit our Extranet > Product Development

53. Summary

54. Roadmap VS TIP
Vision
Development
themes
Development
themes
Development
themes
…..
…..
Product
Strategy
R
O
A
D
M
A
P
Trends
Our Ambition
Feature request/user voicing

55. What do we think we will achieve?

56. Questions/remarks?