Transcript
- 1. Click to edit Master title styleTOPdesk: Shared Service ManagementSimplifiedAnnemarie Wolfrat TOPdesk Consultant
- 2. What to expect TOPdesk, the organization Shared Service Management What is Service Management Vision of TOPdesk Growth model TOPdesk, the product
- 3. Click to edit Master title styleWho are we?
- 4. TOPdesk history Dutch software and consultancy firm Founded in 1992 Privately owned by founders
- 5. Growing turnover = Growing number of employees
- 6. Offices in 7 countries, head office in Delft, The Netherlands 450 employees worldwide Over 5,000 TOPdesk implementations In over 45 countries
- 7. Vision:Standard software is the future
- 8. Click to edit Master title styleService ManagementSharing resources, sharing possibilities
- 9. Customer knows best Quick Easy Lower costsHow?
- 10. FM ITHRMSupporting your customer
- 11. Improving quality of serviceToolProcessPeople
- 12. Growth modelCost efficiencyQualityexperienceNothingsharedSharedtoolSharedService DeskSharedprocess
- 13. Stage 0: Nothing shared Own tool Separate processes Department focusInformation
- 14. Stage 1: Shared toolFirst signs of collaboration Common terminology Shared configurationHowever, still department-oriented
- 15. Growth model: result of step 1Shared toolNothing sharedCost efficiencyQualityexperience
- 16. Stage 2: Shared Service DeskStronger collaboration between departments One service point for all your customers Insight into each others workload
- 17. Primary challenge of stage two
- 18. Growth model: result of step twoShared toolNothing sharedCost efficiencyQualityexperienceShared Service Desk
- 19. Stage 3: Shared Service ManagementCollaboration in one shared tool Common processes, workflows and measuringpossibilities Tool configuration that transcendsdepartments
- 20. Challenge of stage 3
- 21. Where is your organization?Stage 0 Stage 1 Stage 2 Stage 3
- 22. Best practices Keep it simple Start with a process where it hurts Involve all stakeholders in the process
- 23. Click to edit Master title styleTOPdesk productsfrom 50 to 5,000,000 customers
- 24. TOPdesk products TOPdesk Professional TOPdesk Enterprise TOPdesk as a Service Available in ten languages Flexibility: 100% web-based solution
- 25. Supporting processes1 tool for ITSM, FM and HRM Full support of the ITIL processes End to end chain management Shared Service Centre
- 26. 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
- 27. and also Reservations Management Property Management Knowledge ManagementA complete application, modularly structuredAnd of course:One central portal for all your customers
- 28. Self Service DeskCustomer satisfactionthrough transparency Log requests Find solutions View call status View reports Place orders Register visitors in advanceAdjustable to your corporateidentity
- 29. Click to edit Master title styleBooth B22