‘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 Management
Simplified
Annemarie 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

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Who are we?

4. TOPdesk history
· Dutch software and consultancy firm
· Founded in 1992
· Privately owned by founders

6. Growing turnover = Growing number of employees

7. · Offices in 7 countries, head office in Delft, The Netherlands
· 450 employees worldwide
· Over 5,000 TOPdesk implementations
· In over 45 countries

9. Vision:
Standard software is the future

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Service Management
Sharing resources, sharing possibilities

11. Customer knows best
· Quick
· Easy
· Lower costs
How?

12. FM IT
HRM
Supporting your customer

13. Improving quality of service
Tool
Process
People

14. Growth model
Cost efficiency
Qualityexperience
Nothing
shared
Shared
tool
Shared
Service Desk
Shared
process

15. Stage 0: Nothing shared
· Own tool
· Separate processes
· Department focus
Information

16. Stage 1: Shared tool
First signs of collaboration
· Common terminology
· Shared configuration
However, still department-oriented

17. Growth model: result of step 1
Shared tool
Nothing shared
Cost efficiency
Qualityexperience

19. Stage 2: Shared Service Desk
Stronger collaboration between departments
· One service point for all your customers
· Insight into each other's workload

20. Primary challenge of stage two

21. Growth model: result of step two
Shared tool
Nothing shared
Cost efficiency
Qualityexperience
Shared Service Desk

22. Stage 3: Shared Service Management
Collaboration in one shared tool
· Common processes, workflows and measuring
possibilities
· Tool configuration that transcends
departments

23. Challenge of stage 3

24. Where is your organization?
Stage 0 Stage 1 Stage 2 Stage 3

25. 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”

27. TOPdesk products
· TOPdesk Professional
· TOPdesk Enterprise
· TOPdesk as a Service
· Available in ten languages
· Flexibility: 100% web-based solution

28. Supporting processes
1 tool for ITSM, FM and HRM
· Full support of the ITIL processes
· End to end chain management
· Shared Service Centre

29. “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

30. … and also
· Reservations Management
· Property Management
· Knowledge Management
“A complete application, modularly structured”
And of course:
One central portal for all your customers

31. Self Service Desk
“Customer satisfaction
through transparency”
· Log requests
· Find solutions
· View call status
· View reports
· Place orders
· Register visitors in advance
Adjustable to your corporate
identity

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Booth B22