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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
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