TOPdesk Shared Service Management Simplified - ICT Summit 2013
description
Transcript of TOPdesk Shared Service Management Simplified - ICT Summit 2013
![Page 1: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/1.jpg)
Click to edit Master title style
TOPdesk: Shared Service ManagementSimplified
Annemarie Wolfrat – TOPdesk Consultant
![Page 2: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/2.jpg)
What to expect· TOPdesk, the organization
· Shared Service Management· What is Service Management
· Vision of TOPdesk
· Growth model
· TOPdesk, the product
![Page 3: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/3.jpg)
Click to edit Master title style
Who are we?
![Page 4: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/4.jpg)
TOPdesk history· Dutch software and consultancy firm
· Founded in 1992
· Privately owned by founders
![Page 5: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/5.jpg)
![Page 6: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/6.jpg)
Growing turnover = Growing number of employees
![Page 7: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/7.jpg)
· Offices in 7 countries, head office in Delft, The Netherlands
· 450 employees worldwide
· Over 5,000 TOPdesk implementations
· In over 45 countries
![Page 8: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/8.jpg)
![Page 9: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/9.jpg)
Vision:Standard software is the future
![Page 10: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/10.jpg)
Click to edit Master title style
Service Management
Sharing resources, sharing possibilities
![Page 11: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/11.jpg)
Customer knows best· Quick
· Easy
· Lower costs
How?
![Page 12: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/12.jpg)
FM IT
HRM
Supporting your customer
![Page 13: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/13.jpg)
Improving quality of service
Tool
Process
People
![Page 14: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/14.jpg)
Growth model
Cost efficiency
Qu
alit
y ex
peri
ence
Nothingshared
Sharedtool
SharedService Desk
Sharedprocess
![Page 15: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/15.jpg)
Stage 0: Nothing shared· Own tool
· Separate processes
· Department focus
Information
![Page 16: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/16.jpg)
Stage 1: Shared toolFirst signs of collaboration
· Common terminology
· Shared configuration
However, still department-oriented
![Page 17: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/17.jpg)
Growth model: result of step 1
Shared tool
Nothing shared
Cost efficiency
Qu
alit
y ex
peri
ence
![Page 18: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/18.jpg)
![Page 19: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/19.jpg)
Stage 2: Shared Service DeskStronger collaboration between departments
· One service point for all your customers
· Insight into each other's workload
![Page 20: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/20.jpg)
Primary challenge of stage two
![Page 21: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/21.jpg)
Growth model: result of step two
Shared tool
Nothing shared
Cost efficiency
Qu
alit
y ex
peri
ence
Shared Service Desk
![Page 22: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/22.jpg)
Stage 3: Shared Service Management
Collaboration in one shared tool
· Common processes, workflows and measuringpossibilities
· Tool configuration that transcendsdepartments
![Page 23: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/23.jpg)
Challenge of stage 3
![Page 24: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/24.jpg)
Where is your organization?
Stage 0 Stage 1 Stage 2 Stage 3
![Page 25: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/25.jpg)
Best practices· Keep it simple
· Start with a process where it hurts
· Involve all stakeholders in the process
![Page 26: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/26.jpg)
Click to edit Master title style
TOPdesk products
“from 50 to 5,000,000 customers”
![Page 27: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/27.jpg)
TOPdesk products· TOPdesk Professional
· TOPdesk Enterprise
· TOPdesk as a Service
· Available in ten languages
· Flexibility: 100% web-based solution
![Page 28: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/28.jpg)
Supporting processes1 tool for ITSM, FM and HRM
· Full support of the ITIL processes
· End to end chain management
· Shared Service Centre
![Page 29: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/29.jpg)
“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
![Page 30: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/30.jpg)
… and also
· Reservations Management
· Property Management
· Knowledge Management
“A complete application, modularly structured”
And of course:
One central portal for all your customers
![Page 31: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/31.jpg)
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
![Page 32: TOPdesk Shared Service Management Simplified - ICT Summit 2013](https://reader034.fdocuments.in/reader034/viewer/2022051314/54c56f144a7959302b8b47c1/html5/thumbnails/32.jpg)
Click to edit Master title style
Booth B22