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