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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
