Explore the TOPdesk Service Excellence Maturity Model with Suzanne van Dijk

1. TOPdesk on Tour TOPdesk on Tour
TOPdesk Service
Excellence Maturity
Model

2. TOPdesk on Tour
To provide you takeaways that help you increase the satisfaction of your
(internal) customers by providing excellent services

3. TOPdesk on Tour
Suzanne van Dijk
Customer Success Manager team
Education, TOPdesk

4. TOPdesk on Tour
Content
• Definition of the Service Excellence
Maturity Model
• Why a Service Excellence Maturity
Model?
• How does the model work?
• Takeaways for using it in your
organization

5. TOPdesk on Tour
A framework to measure the health of
service departments and give direction to
improve the quality of their service
delivery.

6. TOPdesk on Tour
Customer
experience
Customer
expectation
minus
“Service excellence is the ability of the provider to
consistently meet and manage customer expectations”
The quality of your service delivery is
determined by your customer

7. TOPdesk on Tour
World Economic Forum – The Race to keep up with Customer Expectations

8. TOPdesk on Tour

9. TOPdesk on Tour
Customer Experience
?
?
?
Personal life Professional life

10. TOPdesk on Tour
Traditional Service
Management
• Single device
• Controlled
• Reactive
• Internal business-focus
• Cost-driven
• Multiple devices
• Open
• Proactive
• External business-focus
• Value-driven
Customer Experience
Management

11. TOPdesk on Tour
Shift to Succeed
“(IT) Service departments must
expand beyond the traditional role
as a provider of technology and
improve the customer experience by
delivering experiences, applications
and insights at speed — where,
when and how the customer wants
them.”
Gartner: IT Operations Management 2020: Shift
April 2017

12. TOPdesk on Tour
Level 1:
Cost-center
Level 2:
Controlled
Service Delivery
Level 4:
Business
Alignment
Level 5:
Business
Partner
Level 3:
Customer-
centric
Mindset
Business
Focus
Cost-driven Value-driven
InternalExternal
Service Excellence Maturity Model

13. TOPdesk on Tour
Service Excellence Health Check
CUSTOMER
SUPPLIER
TECHNOLOGY
PROCESS
LVL V
LVL IV
LVL III
LVL I
LVL II
PEOPLE &
CULTURE
5 dimensions
• People & Culture
• Technology
• Supplier
• Process
• Customer
Example

14. TOPdesk on Tour
People & Culture
Your employees make the difference
• Know the values that determine your
culture
• Know who you are looking for (Culture
fit before skill fit)
• Mutual commitment

15. TOPdesk on Tour
Technology
• Identify the existing applications
within your landscape that
influence your service delivery
• Integrate & automate or replace

16. TOPdesk on Tour
Supplier
• Determine the top 3 suppliers that
influence your service delivery
• Measure their performance on
eXperience Level Agreements
(XLA’s) instead of SLA’s.

17. TOPdesk on Tour
Process
• Define the top 10 processes that have the
highest impact on customer experience
• Proactively build your knowledge base by
implementing Knowledge Centered Support
• Embrace the agile philosophy to be able to live
up to increasing demands of the customers

18. TOPdesk on Tour
Customer
Built-in the voice of your customer to
optimize service delivery
• Continuous customer satisfaction
surveys
• In-depth interviews
• Customer sounding boards

19. TOPdesk on Tour
VALUE

20. TOPdesk on Tour
#ToTCanada

21. TOPdesk on Tour

22. TOPdesk on Tour TOPdesk on Tour
Thank you for attending
View this presentation online