Shared Service Management - ITsmf Sweden 2015

Shared Service ManagementAnnemarie Wolfrat MSc. - TOPdesk Consultancy

Customers want….

· Quick

· Easy

· Lower costs

· How?

Shared Service Management (SSM)

HR

FM IT

Nothingshared

Sharedtool

Sharedservice desk

Sharedprocess

SSM growth model

Qu

alit

y ex

peri

ence

Cost efficiency

SharedDepartment

Improving quality of service

Tool

Process

People

Stage 0: nothing shared

Separate tooling

Stand-alone processes

Department focus

Challenge of stage 0

· A lot of time and effort is wasted while searchingfor information

Pointer 1: clarify ownership of information

· Identify process owners and managers

· Communicate

Pointer 2: start a knowledge base

Stage 1: SSM tool

Working together in one tool

Common terminology and shared configuration

First signs of collaboration, but still department-oriented

Challenge of stage 1

· While implementing the tool, take the differentpreferences and lingo into consideration

Pointer 3: key user meetingsCustomer Supplier

ITFMHRIT

Key user meeting

FMHRIT

SSM growth model: result of step 1

Qu

alit

y ex

peri

ence

Cost efficiency

Shared tool

Nothing shared

Stage 2: shared service desk

Insight into each other's workload

One service point for all your customers

Stronger collaboration between departments

Challenge of stage 2

Making sure your customer knows where your frontdoor is

Pointer 4: promotion campaign

· Promote your self-service desk

SSM growth model: result of step 2

Qu

alit

y ex

peri

ence

Cost efficiency

Shared tool

Nothing shared

Shared service desk

Stage 3: Shared process

Cross-departmental facilities

Mutual processes and process indicators

Close collaboration

Challenge of stage 3

Different levels of process maturity for differentdepartments

Pointer 5: start with a core process

New employeeEmployee

changeTerminatingemployment

SSM growth model: result of step 3-1

Qu

alit

y ex

peri

ence

Cost efficiency

Shared tool

Nothing shared

Shared service desk

Shared processes

Level of service delivery?

0%

10%

20%

30%

40%

50%

60%

Stage 0: nothingshared

Stage 1: sharedtool

Stage 2: sharedservice desk

Stage 3: sharedprocess

According to survey

Service level of our customers

0%

10%

20%

30%

40%

50%

60%

Stage 0: nothingshared

Stage 1: sharedtool

Stage 2: sharedservice desk

Stage 3: sharedprocess

According to survey

Your customer wants:

· Quick

· Easy

· Lower costs

Shared Service Management (SSM)

HR

FM IT

Please visit us during the itSMF summit

TOPdesk / IT Software

www.topdesk.com / www.itsoftware.se

+31 (0)15 270 09 00

+46 (0)8 33 57 00

Curious?

View this presentation online onwww.slideshare.net/TOPdesk

Annemarie Wolfrat MSc.

a.wolfrat@topdesk.com