TOPdesk Shared Service Management Simplified - ICT Summit 2013

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TOPdesk: Shared Service ManagementSimplified

Annemarie Wolfrat – TOPdesk Consultant

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?

TOPdesk history· Dutch software and consultancy firm

· Founded in 1992

· Privately owned by founders

Growing turnover = Growing number of employees

· Offices in 7 countries, head office in Delft, The Netherlands

· 450 employees worldwide

· Over 5,000 TOPdesk implementations

· In over 45 countries

Vision:Standard software is the future

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Service Management

Sharing resources, sharing possibilities

Customer knows best· Quick

· Easy

· Lower costs

How?

FM IT

HRM

Supporting your customer

Improving quality of service

Tool

Process

People

Growth model

Cost efficiency

Qu

alit

y ex

peri

ence

Nothingshared

Sharedtool

SharedService Desk

Sharedprocess

Stage 0: Nothing shared· Own tool

· Separate processes

· Department focus

Information

Stage 1: Shared toolFirst signs of collaboration

· Common terminology

· Shared configuration

However, still department-oriented

Growth model: result of step 1

Shared tool

Nothing shared

Cost efficiency

Qu

alit

y ex

peri

ence

Stage 2: Shared Service DeskStronger collaboration between departments

· One service point for all your customers

· Insight into each other's workload

Primary challenge of stage two

Growth model: result of step two

Shared tool

Nothing shared

Cost efficiency

Qu

alit

y ex

peri

ence

Shared Service Desk

Stage 3: Shared Service Management

Collaboration in one shared tool

· Common processes, workflows and measuringpossibilities

· Tool configuration that transcendsdepartments

Challenge of stage 3

Where is your organization?

Stage 0 Stage 1 Stage 2 Stage 3

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”

TOPdesk products· TOPdesk Professional

· TOPdesk Enterprise

· TOPdesk as a Service

· Available in ten languages

· Flexibility: 100% web-based solution

Supporting processes1 tool for ITSM, FM and HRM

· Full support of the ITIL processes

· End to end chain management

· Shared Service Centre

“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

… and also

· Reservations Management

· Property Management

· Knowledge Management

“A complete application, modularly structured”

And of course:

One central portal for all your customers

Self Service Desk“Customer satisfactionthrough transparency”· Log requests

· Find solutions

· View call status

· View reports

· Place orders

· Register visitors in advance

Adjustable to your corporateidentity

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Booth B22