Standard software for shared service management to improve the quality of service for IT, FM and HRM. (Presented by Annemarie Wolfrat at the ICT Summit Paramaribo 2013)
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1. Click to edit Master title styleTOPdesk: Shared Service
ManagementSimplifiedAnnemarie Wolfrat TOPdesk Consultant
2. What to expect TOPdesk, the organization Shared Service
Management What is Service Management Vision of TOPdesk Growth
model TOPdesk, the product
3. Click to edit Master title styleWho are we?
4. TOPdesk history Dutch software and consultancy firm Founded
in 1992 Privately owned by founders
5. Growing turnover = Growing number of employees
6. Offices in 7 countries, head office in Delft, The
Netherlands 450 employees worldwide Over 5,000 TOPdesk
implementations In over 45 countries
7. Vision:Standard software is the future
8. Click to edit Master title styleService ManagementSharing
resources, sharing possibilities
13. Stage 0: Nothing shared Own tool Separate processes
Department focusInformation
14. Stage 1: Shared toolFirst signs of collaboration Common
terminology Shared configurationHowever, still
department-oriented
15. Growth model: result of step 1Shared toolNothing sharedCost
efficiencyQualityexperience
16. Stage 2: Shared Service DeskStronger collaboration between
departments One service point for all your customers Insight into
each others workload
17. Primary challenge of stage two
18. Growth model: result of step twoShared toolNothing
sharedCost efficiencyQualityexperienceShared Service Desk
19. Stage 3: Shared Service ManagementCollaboration in one
shared tool Common processes, workflows and measuringpossibilities
Tool configuration that transcendsdepartments
20. Challenge of stage 3
21. Where is your organization?Stage 0 Stage 1 Stage 2 Stage
3
22. Best practices Keep it simple Start with a process where it
hurts Involve all stakeholders in the process
23. Click to edit Master title styleTOPdesk productsfrom 50 to
5,000,000 customers
24. TOPdesk products TOPdesk Professional TOPdesk Enterprise
TOPdesk as a Service Available in ten languages Flexibility: 100%
web-based solution
25. Supporting processes1 tool for ITSM, FM and HRM Full
support of the ITIL processes End to end chain management Shared
Service Centre
26. 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
27. and also Reservations Management Property Management
Knowledge ManagementA complete application, modularly structuredAnd
of course:One central portal for all your customers
28. Self Service DeskCustomer satisfactionthrough transparency
Log requests Find solutions View call status View reports Place
orders Register visitors in advanceAdjustable to your
corporateidentity