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Marc Steegmans - Customer story Bewel

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Customer case BEWEL Marc Steegmans – IT Director
What are we going to talk about • BEWEL : the company • BEWEL : IT @ a glance • Our TOPdesk journey • Q & A
Bewel in a nutshell To employ, to develop and to support people with a distance to the regular employment market To provide tailored activities to employ and develop our people in a sustainable context
BEWEL IT @ a glance
Bewel IT @ a glance – the people Internal team : • Workplace Management • Functional application support • Service desk & support • Supplier & SLA Management • Project Management / Execution
Bewel IT @ a glance : external partnerships • Cegeka: outsourcing technical architecture – integrator • Proximus: Wide Area Network + collaboration platform (hosted SFB) • Delaware Consulting: SAP/CRM Professional services + second line support
Bewel IT @ a glance – hosted technical architecture
Bewel IT @ a glance – application portfolio
Our TOPdesk journey
Our journey with TOPdesk • Selection process in 2012 • TOPdesk versus Ultimo • Initial contract for period 2013-2015 • Contract renewal for period 2016-2019 • Upgrade to Enterprise version in 2018
Reasons for selecting TOPdesk • SaaS (Software as a Service) model available • User centric • Functionality fit • Ultimo not covering the required functionality • Solution oriented: lean implementation: 5+5 !
TOPdesk @ Bewel
TOPdesk @ Bewel : some figures • Uptime TOPdesk : close to 100% (few small incidents in 6 years) • 5 active TOPdesk users – no self service users (yet) • Approx. 300 end users distributed over 9 (+) locations • Approx. 1.500 devices • +/- 300 incidents per month • +/- 90 change requests per month
TOPdesk @ Bewel – our motto
TOPdesk @ Bewel – a few screenshots
TOPdesk @ Bewel – a few screenshots
TOPdesk @ Bewel: next • Limited self service features (incl. knowledge base) • Expanding use of complex changes • Visitor registration • TOPdesk integration (SFB, …) • …
Beschermde Werkplaatsen voor Limburg Ginderoverstraat 143 3590 Diepenbeek Tel: 011 24 74 00 Fax: 011 32 22 06 info@bewel.be www.bewel.be Q & A

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Marc Steegmans - Customer story Bewel

  • 1. Customer case BEWEL Marc Steegmans – IT Director
  • 2. What are we going to talk about • BEWEL : the company • BEWEL : IT @ a glance • Our TOPdesk journey • Q & A
  • 3. Bewel in a nutshell To employ, to develop and to support people with a distance to the regular employment market To provide tailored activities to employ and develop our people in a sustainable context
  • 4.
  • 5.
  • 6.
  • 7.
  • 8. BEWEL IT @ a glance
  • 9. Bewel IT @ a glance – the people Internal team : • Workplace Management • Functional application support • Service desk & support • Supplier & SLA Management • Project Management / Execution
  • 10. Bewel IT @ a glance : external partnerships • Cegeka: outsourcing technical architecture – integrator • Proximus: Wide Area Network + collaboration platform (hosted SFB) • Delaware Consulting: SAP/CRM Professional services + second line support
  • 11. Bewel IT @ a glance – hosted technical architecture
  • 12. Bewel IT @ a glance – application portfolio
  • 14. Our journey with TOPdesk • Selection process in 2012 • TOPdesk versus Ultimo • Initial contract for period 2013-2015 • Contract renewal for period 2016-2019 • Upgrade to Enterprise version in 2018
  • 15. Reasons for selecting TOPdesk • SaaS (Software as a Service) model available • User centric • Functionality fit • Ultimo not covering the required functionality • Solution oriented: lean implementation: 5+5 !
  • 17. TOPdesk @ Bewel : some figures • Uptime TOPdesk : close to 100% (few small incidents in 6 years) • 5 active TOPdesk users – no self service users (yet) • Approx. 300 end users distributed over 9 (+) locations • Approx. 1.500 devices • +/- 300 incidents per month • +/- 90 change requests per month
  • 18. TOPdesk @ Bewel – our motto
  • 19. TOPdesk @ Bewel – a few screenshots
  • 20. TOPdesk @ Bewel – a few screenshots
  • 21. TOPdesk @ Bewel: next • Limited self service features (incl. knowledge base) • Expanding use of complex changes • Visitor registration • TOPdesk integration (SFB, …) • …
  • 22. Beschermde Werkplaatsen voor Limburg Ginderoverstraat 143 3590 Diepenbeek Tel: 011 24 74 00 Fax: 011 32 22 06 info@bewel.be www.bewel.be Q & A