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Practical experience has shown that IT, FM, and HR departments do come together, but don’t really collaborate. Based on a practical growth model, this presentation demonstrates how you can combine and manage your service departments' work processes.
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Marieke Spapens
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TOPdesk: Shared Service Management Simplified
Tim Lansbergen– senior TOPdesk Consultant
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Customer knows best…
· Easy
· Quick
· Low costs
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HR
Shared Service Management (SSM)
FM IT
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Nothing shared
Shared tool
Shared Service Desk
Shared process
Cost efficiency
Qualit
y o
f S
erv
ice
SSM-Growth model
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Improving Quality of Service
Product
Process
People
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Nothing shared
Cost efficiency
Qualit
y o
f S
erv
ice
Stage 0: Nothing shared
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Stage 0: Nothing shared
Own product / tool
No collaboration
Focus on own department
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Challenge stage 0
Time and effort to manage information flows
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Nothing shared
Shared tool
Cost efficiency
Qualit
y o
f S
erv
ice
Stage 1: Shared tool
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Stage 1: Shared tool
Share one tool
Common terminology and implementation
First signs of collaboration
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Challenge stage 1
Sharing 1 tool means making compromises
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Recommendation 1: Monthly meetings
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Result stage 1
Cost efficiency
Qu
ali
ty o
f Se
rvic
e
Nothing shared
Shared tool
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Nothing shared
Shared tool
Shared Service Desk
Cost efficiency
Qualit
y o
f S
erv
ice
Stage 2: Shared Service Desk
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Stage 2: Shared Service Desk
Transparency
1 Servicedesk, mutual agreements
More intensive collaboration
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Challenge stage 2
Customers are not familiar with the Shared Servicedesk
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Recommendation 2: Promote!
Promote the Shared Service Desk
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Result stage 2
Cost efficiency
Qu
ali
ty o
f Se
rvic
e
Nothing shared
Shared tool
Shared Service Desk
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Nothing shared
Shared tool
Shared Service Desk
Shared process
Cost efficiency
Qualit
y o
f S
erv
ice
Stage 3: Shared process
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Stage 3: Shared process
Departmental implementation
Common process
Collaboration
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Which stage are you?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Stage 0: nothingshared
Stage 1: sharedtool
Stage 2: sharedservice desk
Stage 3: sharedprocess
Survey results
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Survey results
0%
10%
20%
30%
40%
50%
60%
Stage 0: nothingshared
Stage 1: sharedtool
Stage 2: sharedservice desk
Stage 3: sharedprocess
Survey results
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Challenge stage 3 Different levels of process maturity per department
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Recommendation: First things first
Starter Department move
Leaver
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Front End
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Process Improvement
Define Realise Improve
Go Live
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Example
Roles Tool and work instructions Process and procedures
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Example
Roles Tool and work instructions Process and procedures
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ITIL
Mark, Planner
John, Customer
Roles Tool and work instructions
Process and
procedures
SD
Ian, ICT Josh, HR Laura, Facilities
Cu
sto
me
r D
ep
art
me
nt
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ITIL
Mark, Planner
John, Customer Cu
sto
me
r D
ep
art
me
nt
SD
Process monitoring Roles Tool and work instructions Process and procedures
Ian, ICT Josh, HR Laura, Facilities
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Periodic evaluation & improvement · Quarterly
· Process owner + process managers
Process improvement Process monitoring Roles Tool and work instructions Process and procedures
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Customers expect... • Easy
• Quick
• Low costs
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Nothing shared
Shared tool
Shared service desk
Shared process
Cost efficiency
Qu
ali
ty o
f S
erv
ice
Shared department?
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Benefits of Shared Service Management
Share knowledge; best practices
Pooled resources; one tool multiple budgets?
Customer satisfaction; easy and quick
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HR
Shared Service Management (SSM)
FM IT
