TOPdesk on Tour 2014: Service Level Management

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Service Level Management Brett Moir & Petra Overweel

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Doing your best

≠ Satisfied end users

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Service Level Management

How is this done within TOPdesk?

Is it good for us?

What is it again?

What about Service Levels?

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Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

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Doing your best

≠ Satisfied end users

#ontour14

Keeping agreements

≠ Satisfied end users

#ontour14

Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

#ontour14

Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

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Reaching agreements

·∙⋅  Understand service level requirements

·∙⋅  Be realistic

·∙⋅  Keep it simple and understandable

·∙⋅  Quantify what is relevant

·∙⋅  Do not design for exceptions

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Reaching agreements

·∙⋅  Understand service level requirements

·∙⋅  Be realistic

·∙⋅  Keep it simple and understandable

·∙⋅  Quantify what is relevant

·∙⋅  Do not design for exceptions

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Pick up

Assess

Escalate?

Assign

Resolve

Pick up

OK?

Check

Close

No

Yes

Yes

No

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Pick up

Assess

Escalate?

Assign

Resolve

Pick up

OK?

Check

Close

No

Yes

Yes

No

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Reaching agreements

·∙⋅  Understand service level requirements

·∙⋅  Be realistic

·∙⋅  Keep it simple and understandable

·∙⋅  Quantify what is relevant

·∙⋅  Do not design for exceptions

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Impact

Urg

ency

Reaching agreements

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Impact

Urg

ency

High Medium Low

High P1 P2 P3

Medium P2 P3 P4

Low P3 P4 P5

Reaching agreements

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Impact

Urg

ency

Org. Dept. Team Person

High P1 P2 P3 P4

Medium P2 P3 P4 P5

Low P3 P4 P5 P6

Reaching agreements

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Impact

Urg

ency

Org. Dept. Team Person

V. critical P0 P1 P1 P2

Invoices P0

Critical P1 P1 P2 P3

High P1 P2 P3 P4

Medium P2 P3 P4 P5

Low P3 P4 P5 P6

Reaching agreements

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Impact

Urg

ency

Primary process Supporting

Disturbance

Nuisance

Reaching agreements

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Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

#ontour14

Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

#ontour14

Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

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Keeping agreements

·∙⋅  What

·∙⋅  For whom

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Keeping agreements

·∙⋅  What

·∙⋅  For whom

·∙⋅  When

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Keeping agreements

·∙⋅  What

·∙⋅  For whom

·∙⋅  When

·∙⋅  Conditions

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Keeping agreements

·∙⋅  What

·∙⋅  For whom

·∙⋅  When

·∙⋅  Conditions

·∙⋅  How efficient

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Keeping agreements

·∙⋅  What

·∙⋅  For whom

·∙⋅  When

·∙⋅  Conditions

·∙⋅  How efficient ·∙⋅  By whom

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End user / Customer Supporting

organization Suppliers

SLA

Supplier contracts

Keeping agreements

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Agreements in TOPdesk

SLA

Supplier contracts

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Benefits of keeping agreements

Clarity:

End user / Customer

·∙⋅  Knows what to expect

·∙⋅  Predictable resolution time

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Benefits of keeping agreements

Service provider

·∙⋅  Prioritizing work

·∙⋅  How to view the results

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Conducting end user research

Reporting on results

Creating agreements

Monitoring Service Level Agreements

Reaching agreements

Keeping agreements

Service Level Management

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TOPdesk modules ·∙⋅  Self Service Desk

·∙⋅  Icon Manager

·∙⋅  Form Designer

·∙⋅  Call Management

·∙⋅  Change Management ·∙⋅  Contract Management and SLM

·∙⋅  Survey module

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Doing your best

≠ Satisfied customers

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Meeting agreements

≠ Satisfied customers

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Meeting expectations

= Satisfied customers