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‘Getting the different departments in your organization to work together’. This is something that most employees and managers desire, but proves to be quite a challenge in every day practice. Several supporting departments such as IT, HR and Facilities have their own way of working. And sometimes it’s almost as if they speak different languages. The Shared Service Management model provides you with several tools in order to improve the level of collaboration. Not only will you achieve a higher level of customer satisfaction, but it will most likely improve that of your employees as well. gepresenteerd door Annemarie Wolfrat op ICT Summit 2013 Paramaribo
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TOPdesk: Shared Service ManagementSimplified
Annemarie Wolfrat – TOPdesk Consultant
What to expect· TOPdesk, the organization
· Shared Service Management· What is Service Management
· Vision of TOPdesk
· Growth model
· TOPdesk, the product
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Who are we?
TOPdesk history· Dutch software and consultancy firm
· Founded in 1992
· Privately owned by founders
Growing turnover = Growing number of employees
· Offices in 7 countries, head office in Delft, The Netherlands
· 450 employees worldwide
· Over 5,000 TOPdesk implementations
· In over 45 countries
Vision:Standard software is the future
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Service Management
Sharing resources, sharing possibilities
Customer knows best· Quick
· Easy
· Lower costs
How?
FM IT
HRM
Supporting your customer
Improving quality of service
Tool
Process
People
Growth model
Cost efficiency
Qu
alit
y ex
peri
ence
Nothingshared
Sharedtool
SharedService Desk
Sharedprocess
Stage 0: Nothing shared· Own tool
· Separate processes
· Department focus
Information
Stage 1: Shared toolFirst signs of collaboration
· Common terminology
· Shared configuration
However, still department-oriented
Growth model: result of step 1
Shared tool
Nothing shared
Cost efficiency
Qu
alit
y ex
peri
ence
Stage 2: Shared Service DeskStronger collaboration between departments
· One service point for all your customers
· Insight into each other's workload
Primary challenge of stage two
Growth model: result of step two
Shared tool
Nothing shared
Cost efficiency
Qu
alit
y ex
peri
ence
Shared Service Desk
Stage 3: Shared Service Management
Collaboration in one shared tool
· Common processes, workflows and measuringpossibilities
· Tool configuration that transcendsdepartments
Challenge of stage 3
Where is your organization?
Stage 0 Stage 1 Stage 2 Stage 3
Best practices· Keep it simple
· Start with a process where it hurts
· Involve all stakeholders in the process
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TOPdesk products
“from 50 to 5,000,000 customers”
TOPdesk products· TOPdesk Professional
· TOPdesk Enterprise
· TOPdesk as a Service
· Available in ten languages
· Flexibility: 100% web-based solution
Supporting processes1 tool for ITSM, FM and HRM
· Full support of the ITIL processes
· End to end chain management
· Shared Service Centre
“Think and work in processes”· Call/Request Management
· Asset/Inventory Management· Location Management· Licence Management· Maintenance contract Management· Cost Management
· Change/Workflow Management
· Operations Management
… and also
· Reservations Management
· Property Management
· Knowledge Management
“A complete application, modularly structured”
And of course:
One central portal for all your customers
Self Service Desk“Customer satisfactionthrough transparency”· Log requests
· Find solutions
· View call status
· View reports
· Place orders
· Register visitors in advance
Adjustable to your corporateidentity
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Booth B22
