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TOPdesk’s Nancy Van Elsacker (Managing Director) and Alexander Janssens (Senior Consultant) explain how ITIL processes are set up within their organization. TOPdesk’s Support department comprises 51 employees who provide customer service in five different languages. 65 developers build the software across three countries, while 75 consultants implement the software. With so many colleagues involved, you can understand how this often generates interesting discussions. Attendees can expect a frank look behind the scenes at the leading service management software provider.
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Take a look behind the scenes at TOPdeskNancy Van ElsackerManaging Director
Alexander JanssensSenior Consultant
Typical Building Blocks
We believe that to achieve a higher quality of service there is more to gain in another field than in the typical building blocks.
Quality
About us
450Employees
5,000Customers
75Consultants
51Support
specialist
7Branches
91%Rates TOPdesk
with a 7 or higher
Observations
Observations
Observations
Observations
Observations
Observations
• A lot of theoretical frameworks• Hard to understand• Tendency to stick to the theory• Expectations are too high
Observations
Step by step
Make choices
@ TOPdesk
• Incident Management• Problem Management• Change Management
@ TOPdesk
Incident Management• Registration with a purpose• Reporting with a purpose
@ TOPdesk
Problem Management• Awareness• Problem of the week• Dedicated people
@ TOPdesk
@ TOPdesk
@ TOPdesk
Change Management• Supporting various departments• Supporting various applications
@ TOPdesk
What about• Service Level Management• Security• Availability• …
Where is the gain?
There is the gain!
People?
Opportunity
Applying typical building blocks topractice.
Observations
• Not a topic in the typical building blocks.• Because you cannot model people like you can model
a process or tool.
In practice
Training• Understanding the process and organization
Awareness• Understanding the customer
The next step• Understanding how to improve
@TOPdesk
Training• Orientation Program• Food for thought
@TOPdesk
Awareness• Customer• Perception of the customer• Mutual understanding
@TOPdesk
The next step• Everything changes• Be your own critic• Look around
In other words…
• Accept your level of maturity• Accept inspiration from others• Accept “people” as an opportunity
Visit our stand to share your viewsWe have chocolates!
