Co-founder of TOPdesk Wolter Smit will be discussing the concept of sharing services and using IT to facilitate interdepartmental collaboration. This keynote draws on research conducted by SDI and their report entitled 'Merging Desks, Shared Service Management'. Key findings from this research will be expanded upon and illustrated with real-world experiences of implementations at a variety of organisations. - Wolter Smit and Sumit De, SDI Conference 2015
12. Network account, Badge,Working Place, Mobile
Phone, Laptop, Company Car, etc...
More than 80% of new employees
in my organisation
on their first day...
have everything
13.
14. OF SERVICE DESKS RECEIVE BETWEEN 3%-
12% OF CALLS THAT ARE MEANT FOR
ANOTHER SERVICE DESK
55%
15. OF SERVICE DESKS ARE ALREADY PLANNING
FOR SHARED SERVICE MANAGEMENT55%
Is it on the agenda to merge services from other desks
45%: ‘No current plans’
16%: ‘Within the next 3 years
17%: ‘Within the next year’
10%: ‘Within the next 6 months’
12%: ‘Already have’
16. WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OF
SERVICES FOR CUSTOMERS
STREAMLINE
PROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS
17. Cost savings
• Educational advantages
– Student journey
• Payroll savings
– First year £287k (reducing duplication)
• Procurement savings
– First year £175k (collaboration & leverage)
• Service improvements