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7/31/2019 TOPdesk Magazine 2012 Issue 1
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Trends: Incident registration at schools /Add-on: RTF Document Creator /TOPdesk customer events 2012
Sustainability isnot a trendTwo FM experts share their predictions for 2012
More in this issue:
April 2012, Issue 1, Volume 14
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Party
Ill probably be very stressed by the time you read this. My birthday
is in June, so Ive had more than just my full-time job at TOPdesk
to keep me busy the past few weeks: Ive been acting as a facility
manager for my own birthday party. Ive been saving up change
for parking tickets, Ive rented chairs and Ive even stocked up on
extra toilet paper. Organizing birthdays is a gargantuan task. I
dont know how mothers manage it . They make a special birthday
hat, sort out a Spiderman or Barbie cake, make up games andsomehow nd the time to bake pancakes for all the little guests.
I feel accomplished when I manage pineapple and cheese chunks
on a stick.
The true heroes of organization are the professional facility
managers, though. They manage to keep entire companies
functioning every day, from snacks to toilet paper. Better yet,
they even make it seem easy! This issue of TOPdesk Magazine
focuses on the Facility Manager. Two experts tell us more about
the trends in this branch. You can also read about how a handful
of TOPdesk employees are organizing customer events in both the
Netherlands and the UK.
Im about to shut down my PC and slip back into my role as party
planner. Though maybe I ought to hire a professional facility
manager after all
Enjoy your read,
Nienke Deuss, editor-in-chief
6
21
EDITORIAL
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4
TOPdesk, Mavim and BureauHoving & Van Bon kick offnew collaboration
As of December 2011, TOPdesk, Mavim and Bureau Hoving & Van
Bon have joined forces. This new collaboration, which combines
their accumulated process and service management expertise, has
resulted in a module based entirely on the ISM method (Integrated
Service Management). The introduction of this module makes the
ISM method available for the SME and mid-segment markets. Bureau
Hoving & Van Bons ISM method is the standard method for setting
up and improving IT management. The ISM framework that makes
up the ISM method comprises a concise process model with only
six processes. It is based on ITIL and SLA and has been completely
integrated into TOPdesk and Mavim software.
What it comes down to is the customer getting access to an
immediate solution, says Wim Hoving, director of Bureau Hoving
& Van Bon. The detailed process model helps achieve good results
quickly, which will help build support within the organization. Now
that TOPdesk and Mavim support the ISM method, things will only
get easier and more straightforward for the end user.
Want to stay up to date?
To stay on top of the latest TOPdesk news
and service management developments,
follow us on Twitter via
@TOPdesk and @TOPdesk_UK.
@TOPdesk
A selection of our recent tweets:
@TOPdesk_UK: Always nice to
hear that our customers have
nominated us for the Service
Management Product of the Year
at the NCA 2012.
@MeeMeijer: Had an interesting
talk this morning with @topdeskabout tooling for functional
management #bisl #bim - all in
one tool doesnt seem like the best
solution
@TOPdesk @MeeMeijer The
solution lies in good integration
possibilities and the right tool
combinations.
@DinadeJonge 2nd
consultancy day, successful
SSD implementation #Topdesk
I&A, HRM and FH, collaboration
improving as we speak
TOPdesk customersatisfaction survey
Last month, TOPdesk held a customer satisfaction
survey among 2,000 of its European customers.
TOPdesk scored an average of 7.8 (on a scale of 0
to 10) for overall customer satisfaction.
We also received plenty of useful suggestions
to the question How can TOPdesk as an
organization help you even further? We are
currently processing all the answers, and will look
into which improvements we can implement.
Keep up the good work! was a frequent answer,
which we consider a compliment to be proud of.
We want to thank all the participants for their
feedback! It helps us improve our product and
the services we provide.
91 PERCENT OFTHE RESPONDENTS
RATED US WITH A 7OR HIGHER!
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UK
May15, 16 & 17
Facilities Management Show |
NEC, Birmingham
24 & 25
Demo days |
TOPdesk ofce, London
June13
TOPdesk on Tour |
Tower of London, London
20 & 21
SDI Conference |
Staverton Park, Daventry
BELGIUM
May22, 23 & 24
REALTY | Tour & Taxis, Brussels
31
IT Service Management demo day |
TOPdesk Belgium bvba, Antwerp
NETHERLANDS
May15
TOPdesk Symposium |
Chass Theatre, Breda
24 & 25
EFMC | Copenhagen, Denmark
Shows in UK and Belgium a success
This years Service Desk and IT Support Show was held on 24 and 25 April at
Earls Court in London. It proved to be a successful day for all involved: the
TOPdesk stand had an unprecedented number of visitors, and TOPdesk CEO
Wolter Smits presentation on managing HR service desks was positively
received. TOPdesk was delighted with all the great responses received
during the show is looking forward to meeting everyone again next year.
On 28 and 29 March, the rst Belgian Tooling Event attracted over 5,000
visitors, which meant busy times at the TOPdesk stand. TOPdesk consultant
Alexander Janssens and branch manager Nancy van Elsacker held a
presentation on the current topic Bring Your Own Device. Next year, the
event will take place on 20 and 21 March.
CALENDARNEW
Sign up now or TOPdesk on TourIn addition to the diverse programme, our CEO Wolter Smit will be making a very
special announcement in his keynote speech. Sign up now for TOPdesk on Tour on 13
June via www.topdesk.co.uk/tour.
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6 TRENDS Photography: Robin K
Arjen Janssens - Zadkine
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TRENDS
Theft, violence, threats
unfortunately, such incidents are
nothing new. Actually registering
these incidents is, however. The underlying
thought is straightforward: it is easier for
schools to respond to incidents if they
understand the underlying nature and
cause.
ROC Zadkine is a rm believer in the
importance of incident registration. It hasbeen mandatory since 2005 for Zadkine
employees to register any incidents they
witness or experience themselves. An
incident registration system was set up in
2008. Arjen Janssens, senior Security & Safety
advisor at Zadkine, tells us more. I was asked
to create a security plan in 2008, which had
to cover both safety and security. We wanted
to focus on physical security, but also paid
attention to social security at the school.
Monitoring this security plays an important
part in achieving our goal.
Incident registration simplifedWe tackled the incident registration in
2008, says Janssens. It was a bit makeshift
at rst, with us using Access and Excel. It
worked, but it wasnt exactly simple. We
wanted to make it easier to log incidents
not just for the facilities coordinator, but all
Zadkine employees.
Zadkine started its search for a professional
package that could support their
requirements. The products currently on the
market either dont have incident registration
as a standard part of the package, or they
have a hefty price tag. I sat down with the
IT department to see what they were using:
TOPdesk. We initiated talks with TOPdesk,who, to our surprise, were able to meet all
our wishes. We started developing TOPdesk
for the Zadkine Incident Monitor (ZIM) in
2010, and the solution was soon realized.
Whats more, we were able to use existing
data thanks to a link with PeopleSoft, our
school administration program.
Immediate actionZIM went live last September, heralded by
an extensive promotional campaign that
included a website, posters and yers.
Incidents started pouring in from day one.
That was a bit of a surprise, but it proved that
the system worked. We now get a few calls
every day, varying from minor occurrences to
serious incidents, explains Janssens. When
an incident is logged, I receive an alert on
my smartphone. I can take immediate action
if the situation calls for it. Just last week I
received such an alert at a quarter to three
in the afternoon. It took me until ten oclo
that night to sort out the situation with
Zadkine, the police and other emergency
service Its a lot of work, but its denitely
rewarding.
The Board of Directors is informed of ever
incident that is categorized as very seriou
You dont want them to have to nd out
about what happened on the news.
Stolen smartphonesThe rst trends emerged after a few mont
of using TOPdesk. Theft-related
INCIDENT REGISTRATION
AT SCHOOLSNew legislation will make it mandatory or schools in the Netherlands
to register all incidents rom September 2012 onwards. This policy was
conceived with an eye toward improving school saety. ROC Zadkine is
ahead o the game: they have been registering incidents or six years, and
started using TOPdesk last year.
THEFT OF MOBILEPHONES, LAPTOPSAND TABLETCOMPUTERSARE THE MOSTCOMMON
Arjen Janssens - Zadkine
Text: Niek Steenhuis
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incidents are the most common, says
Janssens. Especially theft of mobile phones,
laptops and tablet computers. We werent
surprised that it happened, but we did not
realize just how common it was.
In the past, we would investigate each
individual case. However, we lacked a
central overview of all incidents. Now we
have better insight into trends, so we canrespond accordingly. We post warnings on
the student portal and keep teachers up to
date via the intranet.
Positive eedbackJanssens is positive about TOPdesks role
within Zadkine. Users experiences with
TOPdesk are nothing but positive. Logging
calls is easy. Best of all, teachers can log
incidents directly from the classroom
which, after all, is where most incidents take
place.
Zadkine and TOPdesks solution is also
doing well in other schools, as Janssens
explains. During ZIMs test phase, I received
word from colleagues at other schools
who were interested in our solution. Some
of them are now working on their own
version, in collaboration with TOPdesk and
myself. I recently presented our product
to the intermediate vocational education
authoritys Safety workgroup, who were also
enthusiastic.
How does ZIM t in with the Dutch
governments plans? Our system meets all
the guidelines. However, our policy is only
indirectly connected to government policy.I think its a great development, and cant
wait for it to be compulsory. But we didnt
want to wait for that: safety at school is
simply too important to postpone.
TEACHERS CANLOG INCIDENTSDIRECTLY FROM THECLASSROOM
Arjen Janssens - Zadkine
8 TRENDS
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TRENDS IN FMText: Niek Steenhuis Photography:Aad Hoogendoorn
A new year brings new perspectives. We asked two Facility Management
experts about trends in the feld. >>
FACILITIES MANAGEMENT
IN 2012
Leo van de Pieterman (l)
Gerard de Bruijn
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10 TRENDS IN FM
We have agreed to meet at a restaurant a
stones throw from the exposition halls in
s-Hertogenbosch, which is where the Dutch
Facilities Expo is organized every year. Leo
van de Pieterman and Gerard de Bruijn have
over fty years of Facilities Management
experience between them. Van de Piederman
has worked as a service and support manager
for KLM and Sodexo, while De Bruijn is the man
behind Humanagement. Renske van der Heide,
a product manager at TOPdesk, asked them
about Facilities Management trends and their
predictions for 2012.
F.l.t.r.: Leo van de Pieterm
Gerard de Bruijn, Renske
der Heide
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TRENDS IN FM
Facilities ethicsRvdH: What do you think are the most
interesting themes in FM at the moment?
GdB: Facilities ethics, for a start .
Humanagement will be researching this
theme in 2012. How do we treat our
colleagues and business relations? What
should we do when the cleaners are
treated like dirt? What should you do whenconfronted with integrity issues?
RvdH: What can facility managers to do
encourage ethical behaviour?
GdB: I believe that you should know what
your organization stands for, and that facility
managers should set the right example. You
need to translate ethics into responsible
actions. Being a good commissioning party
is one of the most important aspects, as it
makes sure that external customers are also
good employers.
LvdP: Ethics is certainly an important theme,
also in outsourcing. In my experience, you can
achieve much more when both parties give
each other the space they need. The customer
will express his needs which are not the
same as his expectations and the provider
can give feedback on how these needs can be
met, preferably right from the start.
RvdH: You cant really ask questions like Have
you cleaned three times yet this week? Wh
kind of agreements do you make?
LvdP: The exact number of times that
the ofce has been cleaned is no longer
important. The real question is: has the
cleaning resulted in the desired effects?
You can then determine what the desired
effects are.
The New World o WorkLvdP: The New World of Work is also an
important theme.
GdB: Exactly. Work relations are changing:
there are more and more possibilities to
work at home and during the commute, an
virtual meetings are also becoming more
commonplace. People are starting to use th
ofce as a kind of pigeon coop.
RvdH: If people work at home or on locatio
facility managers are not really able to cont
how they set up their work space. How can
you inuence this?
GdB: You shouldnt.
LvdP: You simply cannot control work
environments in the New World of Work.
People use their laptops to work in
restaurants and cafs, while others prefer t
work at home. If we are lucky, they will
Leo van de Pieterman has been active in Facilities Management for over thirty years,
working rst for KLM and then moving to Sodexo in 2007. He is also a member of a
number of Dutch organizations for Facilities Management professionals.
Gerard de Bruijn is the CEO of Humanagement, an agency for interim project
management for facilities. Humanagement pushes the elds boundaries, focusing on
topics such as IT integration, Business Continuity Management and facilities ethics.
Renske van der Heide works as a product manager for TOPdesk. She is particularly
interested in Facilities Management, and is chairman of the Young Professionals group in
the Dutch Facilities Management organization FMN.
YOU NEED TOTRANSLATEETHICS INTORESPONSIBLEACTIONS
Gerard de Bruijn
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In the spotlight
TOPdesk on Tour is returning to London on 13 June 2012. Join us at the Tower of London for
informative presentations, interactive workshops and a very special announcement from our
CEO, Wolter Smit.
Sign up at www.topdesk.co.uk/tour
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have a study or ofce at home that complies
with health and safety regulations to some
extent. But you dont want to know how manypeople work at the kitchen table because they
nd that more enjoyable.
GdB: I do hope that we can move away from
strict regulations in this area: more initiatives
such as Bring Your Own Device, for instance,
instead of pinning the situation down with
rules and regulations. Although, even if people
can work wherever and whenever they want,
Im not sure that they will make use of this
freedom; a large group will still feel the need
to collaborate with colleagues and will prefer
to do this at the ofce.
SustainabilityGdB: We havent discussed sustainability yet!
It has developed into more than just a hobby
for back-to-nature enthusiasts. Im seeing
lots of great developments. Sustainability
is actually on many organizations agendas,
rather than just being pushed by individuals,
which has resulted in tangible changes. For
instance, there are more energy-efcient
company cars now. Facility suppliers want
to set themselves apart with an eco-friendly
image and are acting accordingly.
LvdP: Sustainability is more than just a trend,
though. Much like improving services, it has
become a part of operational management.
There is still room for improvement, of course,
but were ready for it: we have the technology,
we know what can be improved and how to
do it its time to get started! Present your
customers with investments that will payfor themselves, such as healthier food. That
will up productivity by increasing feelings
of wellbeing among your staff, and also cut
down on absenteeism. Its an investment, b
it pays for itself in the long run.
The utureRvdH: What are your predictions for 2012?
LvdP: I think we will start seeing the
consequences of the New World of Work. I,
one, cannot wait to see the results.
GdB: I hope we can nally cast off the yoke
of the economic crisis that things wont b
too sober and sombre, and that we can offe
services with passion, pride and pleasure.
After all, thats what facilities management
all about.
BESIDES ETHICS, THENEW WORLD OFWORK IS ALSO ANIMPORTANT THEME
Leo van de Pieterman
TRENDS IN FM
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14 PROCESS AND PRACTICE
TOPdesk project managersTOPdesk has really grown as a company. Our customer base includes
all kinds of organizations, from one-man businesses to multinationals.
TOPdesk is an integral part of services for many larger organizations,
and so the regular consultancy program does not meet all their needs
and wishes. TOPdesk project managers were needed to help make
these more complex implementations a success, and so a group of
experienced TOPdesk consultants began to develop the expertise
needed to full this role.
Danil Huijbens is one of these consultants, and helped shape TOPdesk
project management. It started with a few complex implementations
that we started without a clear plan. Before long, we noticed that
project managers booked great results in a short time.
Implementation typesTOPdesk project managers are responsible for the projects success.
He or she acts as the coordinator for large or especially complex
implementations, such as:
implementations of company-critical importance
implementations in hierarchical organizations (with a project gro
management group and other bodies, for instance)
implementations that must be performed on relatively short noti
implementations involving several departments (during a fusion,
instance)
implementations involving several TOPdesk employees (several
consultants, technical specialists, process specialists, trainers,
planners, bespoke work specialists, import specialists, etc.)
Many people think that all TOPdesk Consultancy does is perorm TOPdesk
implementations. However, the 5,000 implementations we have perormed over
the past 15 years have helped us to develop expertise in various felds. One o thesefelds is TOPdesk project management. In this article, Ill explain what TOPdesk
project managers do and what they bring to the table when they join a project.
NO WORRIESABOUT THEIMPLEMENTATION
...works at the Consultancy department and regularly writes about
developments regarding TOPdesk Consultancy.
LYDJE SNIEDERS
Text: Lydje Snied
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It often becomes apparent during the tender phase whether or
not a TOPdesk project manager will be required for that specic
implementation. If possible, the project leader will be involved in the
process from the very start. This gives the project leader the chance
to contribute ideas for the process, give advice on the approach and
planning and supplement the tender with a project proposal
if necessary.
Roles and tasksIn addition to the TOPdesk project manager, implementations
often involve internal project managers and management and/
or project groups. The internal project manager is responsible for
all tasks that need to be performed within the organization to
make the implementation a success. The TOPdesk project leader isresponsible for tasks related to TOPdesk: everything surrounding the
application implementation and the framework within which the
project is executed. Were responsible for the TOPdesk project from
the very beginning until the moment we pass the project on to the
organization, says Huijbens. We take care of a lot of time-consuming
tasks, so the internal project manager doesnt have to.
Added valueA TOPdesk project manager can provide a considerable contribution
to implementation processes that require extensive coordination.
The TOPdesk project manager is the primary contact, responsible for
safeguarding project continuity, keeping everyone involved on the
same page and resolving any problems that might arise. Our project
managers are senior consultants who have proven their expertise in
the eld. The customer doesnt need to worry about their TOPdesk
implementation. We make sure that all deadlines are met, explains
Huijbens.
However, TOPdesk project management has a number of other
advantages. For instance, project managers can be contacted directly
and bill per hour instead of per day contrary to regular consultants
This means that TOPdesk project leaders are extremely exible and
can often make appointments on short notice. Huijbens: Somethin
can come up during the implementation that can hamper progress.
great that you can quickly contact your TOPdesk project manager insuch cases. The project manager is always up to date on the situatio
and can get to work on a solution straight away. A TOPdesk project
manager also makes it easier to employ several TOPdesk consultants
specialists for the same project. The leader is their contact and make
sure that the planning is optimized, as Huijbens explains. I make su
that everyone is on the same page and has the opportunity to focus
their own tasks.
Want more information on TOPdesk project management possibiliti
Contact TOPdesk Consultancy at +31(0)15 270 09 09
PROCESS AND PRACTICE
TOPdesk project leaders have coordinated implementations at
USG, Oc, Fire Department Hollands-Midden, Ministry of Justice,
The Hague Council, Amsterdam Council, Province of Gelderland
and Boskalis.
WE MAKE SURE THAT
DEADLINES ARE METDanil Huijbens, TOPdesk project manager
Photography: Robin Kuijs
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16 CUSTOMER EVENTS
TOPDESKS 2012
CUSTOMER EVENTS
The second edition of the UK TOPdesk on Tour will take place on 13
June. This event at the Tower of London will include presentations and
interactive workshops covering the latest topics in IT, FM and HR
Photography: Ted Erkkila, Tower of Lon
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CUSTOMER EVENTS
How it startedTOPdesks customer events have been known
to be huge, but they have not always been
on the same scale, explains Frank Droogsma,
TOPdesk director. Our rst customer day was
in 1999. We held it in the Delft University of
Technologys auditorium. We had about 40employees at the time, and did everything
ourselves. We even took our own PCs to
demonstrate the latest version of the
software. We didnt actually nish the version
until the night before, so someone had to
head to the location in the dead of night to
install it on our PCs. Everything is much more
structured nowadays, both the symposiums
and releasing new versions!
Every other year, hundreds o TOPdesk customers and
partners travel to a special location in the Netherlands
and the UK or TOPdesks customer events. This spring,
TOPdesk UK will be going on tour to host an event at
the Tower o London, while the Chass theatre in Breda,
the Netherlands will set the scene or TOPdesks Dutch
Symposium. Our customers can expect a very special
announcement at each o these locations.
A room full of TOPdesk customers at
the previous TOPdesk Symposium
Text: Nienke Deuss
About a hundred customers visited the
rst symposium, and everyone was very
enthusiastic. We were a small company at
the time says Droogsma, and we had book
the main authority on ITIL! We could tell by
customers reactions that we were on to a
success, and we have organized a symposiuroughly once every 18 months since.
Since then, the TOPdesk Symposium has
become the main IT, FM and HR service
management event in the Netherlands as
conrmed by the previous editions success
The 2009 TOPdesk Symposium was good fo
about 900 visitors, says Droogsma. There
were discussions on current topics within
service management, such as the increasin
interaction between FM, HRM and IT, as we
as trends such as SaaS and ITIL3.
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18 CUSTOMER EVENTS
TOPdesk SymposiumAll Dutch and Belgian customers have been invited,
and are in for an unforgettable experience on 15 May.
Im part of the team responsible for the programme,
explains Sarah Rose. We asked colleagues for input,
and organized brainstorms with the departments
that have a lot of customer contact. We want to make
sure that the programming ts whats going on with
our customer base.
The info market will feature prominently at the
Symposium. Its going to be very special, says Rose.
There will be stands for our partner organizations,
and there will be plenty of workshops. Jeroen Boks,
the head of our Support department, will be hosting
a session on performance. What it comes down to is
that theres plenty to see and do!
One of the many presentations
mary.nl
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The Tower of London
CUSTOMER EVENTS
TOPdesk on TourFollowing previous customer events at the
Imperial War Museum and the HMS Belfast,
the rst edition of TOPdesk on Tour UK took
place in 2010. Enthusiastic TOPdesk users
from across Britain arrived as early as an
hour in advance and were treated to a tour
of Arsenals stadium, an exclusive lunch
served by two-star Michelin Chef Raymond
Blanc, and many interesting presentations.
It was a successful day for all involved.
This year, TOPdesk UK is ready for its
second TOPdesk on Tour event on 13
June at the Tower of London. All our
British customers have been invited foran informative and fun-packed day. Our
visitors can attend presentations and
workshops covering the latest topics in IT,
FM and HR with a few surprises along the
way. In addition, they will be able to enjoy
a guided tour of the Tower of London.
The programmeThe schedule for both TOPdesk on Tour
and TOPdesk Symposium is full of items
that will be interesting for everyone. The
presentations will focus on both practical
tips and tricks for optimizing service
process, and tackle broader themes within
service management. Discussions will be
organized for various user groups to make
sure that we can really sink our teeth into
current topics.
Sign up now or TOPdesk on TourIn addition to the diverse programme, our CEO Wolter Smit will be making a very special
announcement in his keynote speech. Sign up now for TOPdesk on Tour on 13 June via
www.topdesk.co.uk/tour.
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W
hether youre dealing with
customers or colleagues, every
service provider should keep in
mind what is expected of them. Everyonewho provides services to external customers
will have to discuss the services on offer with
the customer sooner or later. The customer
will often initiate this discussion after all,
they want to know what theyre paying for,
and will switch to a different provider if they
are not happy.
The same is true for providing services
to colleagues: you need to research and
discuss their wishes and needs. Supporting
departments such as IT, FM and HR help
colleagues to better perform their daily tasks:
everyone works together to achieve the
organizations goals.
However, it isnt always possible to provide
products and services that meet your
customers wishes. You need to know who
your customer is and what their needs are.
These needs canot always be predicted, as
people do not always know what they want.
Who could have predicted three years ago
that they want an iPad now?Discovering your customers needs and
problems takes effort, and that is exactly
what I do as a TOPdesk product manager.
My job is to nd out what our customers
really want. We continually ask for customer
feedback during the development of our
software. We use interviews, focus groups
and user tests to get the input we need to
improve our products.
This principle is valuable to all service
providers. You can get useful feedback bopositive and negative by asking questions
and starting discussions. Spending a day w
a customer and observing their processes
on location also gives great insight into the
situations they face on a daily basis. You
can use the data you collect to make sure
that your services meet your customers
expectations.
Here at TOPdesk, we are already thinking o
new products for next year. I cant wait for
the next sessions, where we will be sharing
our ideas with you our customers. You se
customer focus isnt just useful: its a lot of
fun, too!
Customer ocus seems to be the new key to success, i were to believe the magazinesand blogs. Is it because Steve Jobs, a hero to many consumers, passed away last year? Is
it because people eel the urge to improve in the wake o their new years resolutions?
Or maybe its just me in my new job as product manager, I fnd mysel ocusing on our
customers more and more.
CUSTOMER FOCUS
is a product manager at TOPdesk and chairwoman of the FMN (Facility
Management Netherlands) Young Professionals network.
RENSKE VAN DER HEIDE
YOU NEED TOUNDERSTAND YOUR
CUSTOMER ANDTHEIR NEEDS
Text: Renske van der Heide Photography: Robin KCOLUMN
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PARTNER IN FOCUSText: Timme Hos Photography: Kees Muizelaar
Victa has developed a ully interactive management
dashboard or TOPdesks service management sotware.
QlikView or TOPdesk gives you a complete overview o
all registered incidents, displayed in a variety o diagrams,
graphics and even in Google Maps. >>
INCIDENT MANAGEMENT
DASHBOARD
Bas-Jan Lubbers (l), Carlo Vruwink
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22 PARTNER IN FOCUS
They came up with the idea for a TOPdesk management dashboard
about four years ago, says Bas-Jan Lubbers, Victas commercial
manager. One of our customers wanted dynamic management
information for their IT department. It turns out that this was not
a unique wish. We often see that the management wants to create
greater transparency within the department. Roughly twenty
organizations now use QlikView for TOPdesk.
Perormance insight ormanagement and employeesMany organizations monitor incidents, but they often miss the
performance insight offered by QlikView for TOPdesk. There is
a considerable demand for straightforward overviews within
organizations incident registration systems, says Lubbers. QlikViewfor TOPdesk lets you see the most common cause of incidents, so you
can anticipate and adjust accordingly.
From diagrams to graphics, the management dashboard presents cle
and straightforward overviews. All information needed is displayed
on every desirable level, from comprehensive overviews to individua
incidents (accessible via a handy search function). You can also save
print the desired information as a report at any moment.
The management dashboard is not only useful for team leaders and
managers, but also for employees. The performance information can
be made visible in the ofce in a literal sense by displaying it via a
projector. Each employee can then see the state of their productivit
explains Lubbers. This raises workload awareness, and shows
colleagues whether or not they are conforming to SLAs.
Quick implementation
Each organization sets up TOPdesk differently
to meet its unique needs; however, the
management dashboard can always be
implemented quickly, and tailored to yourorganizations requirements. The dashboard is up
and running within a day, on average. Customers
can always get off to a ying start.
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PARTNER IN FOCUS
The management dashboard provides acomprehensive overview of all incidents.
Incidents can be monitored on various
levels and displayed in a variety of ways.
Determine the level of detail with a
single click.
Google Maps lets you pinpoint problem
areas literally.
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24 DEPARTMENT IN FOCUS
TOPdesk believes that customer eedback is essential during the design and
development phase o our new products. But what do we do with this input?
YOUR WISH IS OUR PRODUCT
Text: Milou Snate
Renske van der Heide and Erik Pols are TOPdesk
product managers. They visit customers throughout
the development phase to fully understand their
wishes and needs, and use this knowledge to improve
our software.
ITS ALWAYS TRICKY TOBALANCE TOPDESK SOTHAT ITS PERFECT FOEVERY ORGANIZATION
Erik Pols and Renske van der Heide, product manag
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DEPARTMENT IN FOCUSPhotography: Robin Kuijs
Preliminary researchProduct managers prefer to visit customers
before the development of a new product has
even begun. During these visits, they see how
and why customers use TOPdesk and they use
this information to improve the product.
Pols and Van der Heide often visit customers.
We have customers tell us how they use
TOPdesk, explains Pols. Some nd that odd,
but concrete information about our product
is invaluable to us. For instance, its really
useful to know which information people
would want to add to certain forms. Do they
want extra elds? Or do they want to not be
limited to the standard elds, allowing for
more exible data entry? Answering these
questions helps us improve TOPdesk forms.
However, TOPdesk is interested in more than
just how the product is used, as Van der Heideexplains. We also want to know what other
tools and products our customers use to do
their work. This can vary from making notes
on post-its to other software. What we want
to know is, why not just use TOPdesk? People
are experts in nding solutions, but each
post-it a customer uses is a sign that we can
improve our software.
TOPdesk is used by organizations and
departments with a wide variety of sizes
and requirements. It is a challenge for
product managers to adapt the tool to
suit each customer. Its always tricky to
balance TOPdesk so that its perfect for every
organization, says Pols.
Customer eedbackduring developmentThe product managers formulate a product
vision based on the preliminary research,
for instance by creating product sketches.
After analysing the product vision they
ask two questions: are we heading in the
right direction? And are our solutions good
solutions?
Customer feedback is key to answering these
questions. We could get feedback during the
design phase, but also when our development
department has already created something,
says Van der Heide. The product managers
show the customer design sketches, or
demonstrate a preliminary product design on
a computer. This enables customers to provide
feedback early on in the development process
and help improve the product.
Organizing customer days is one of the
ways TOPdesk involves its customers in
the software development process. Twenty
customers attended the May 2011 session in
Delft. The objective of that particular session
was to check whether or not the product
vision and accompanying sketches resolved
the problems that TOPdesk customers faced.
The product managers also wanted to gain
insight into which TOPdesk components
customers thought were the most important.
Each customer was given twenty cards stating
wishes about TOPdesk use. The customers
could then select ten of the cards and
arrange them in order of importance. The
information we gathered during that session
was extremely valuable, says Pols.
Evaluating the productHave we been able to improve the product?
End users can best judge whether or not
we have succeeded. That is why product
managers also visit customers to evaluate
the software. Its good to see how custome
receive our products and whether theyfeel anything is missing, says Pols. The
information gathered during such visit is us
to further improve the tool.
The product managers do their best to visit
a wide range of customers. Diversity is very
important, says Van der Heide. Its good
that we interview TOPdesk users in differen
elds using varied applications. Smaller
organizations have different needs than lar
organizations, for instance. Enthusiasm and
constructive criticism are great during thes
evaluations, no matter your size.
EACH POST-IT ACUSTOMER USESIS A SIGN THAT WECAN IMPROVE OURSOFTWARE
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28 PARTNER UITGELICHT
thanks for the money, see you next year. I
want to get up every morning and wonder
what we can do for each other, so to speak.
Stevens believes that partnerships should
not last forever. At a certain point, your core
business will have reached the point where
you run the risk of being stereotyped. You
dont want people thinking that your services
are limited to a specic branch. You have to
invest in something else to keep from painting
yourself in a corner.
European ambitionsIFMA is trying to change the prevailing
opinions on FM. Many organizations see
FM as a necessary evil. We want to show
people that optimizing facilities management
actually leads to prot. CEOs need to realize
that the facility manager should be at his
right hand.
IFMA Belgium regularly confers with the other
IFMA branches, explains Stevens. Facilities
management is different in every country, so
we can learn a lot from each other. FM doesnt
just stop at the border. In my ideal future, we
will unite all European branches into a single
EUFMA organization.
FACILITIES
MANAGEMENT ISSTILL IN ITS TEENAGEPHASE
Yves Stevens - IFMA Belgium
How can I make Change activities
dependent on each other
The question mark icon, featured on every process page,
gives you access to the new Help & Support website.
Here you can find the answer to all of your questions in
the form of FAQs, manuals, Tips & Tricks and Getting
started instructions.
A D V E R T I S E M E N T
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WORK SMARTER
T
he RTF Document Creator lets you
create text and calendar les. RTF (Rich
Text Format) is a le format with whichyou can add formatting such as fonts and
images, as well as plain text. RTF is supported
by various text processing applications,
including Microsoft Word.
The link between the RTF Document Creator
and TOPdesk enables you to create documents
with attractive layouts. Whats more, you
dont have to copy or retype information
manually.
How does the RTFDocument Creator work?The RTF Document Creator works with a
template le. In this le, you use tags to
indicate the text that should be replaced.
Once this is done, the RTF Document Creator
will generate a new text le, using key words
to replace the tags with the corresponding
values (key values). This data is retrieved from
the TOPdesk Event Management module.
TitleThe RTF Document Creator has many
applications. For instance, you can upload
the generated text le to the corresponding
card, or save the le and send it as an email
attachment. The RTF Document Creator uses
generic text les, so it is also possible to
create iCalendar les (.ics).
The RTF Document Creator can also be used
for specic versions. For instance, you can
convert the date les of tags that start with
ics_ into the UTC time zone needed for
iCalendar. It is also possible to convert eld
names in RTF documents to barcode-128,
generating scannable bar codes.
Step 1: Create a templatefle in a word processor
Create a template. You can use a wordprocessor such as Microsoft Word for this.
a) Insert the TOPdesk values you want to
replace as tags, such as:
$$
b) Save the document as an RTF le in the
bespoke-work-resources folder (which
you will have to create manually).
c) Zip the bespoke-work-resources folde
and upload it to TOPdesk as bespoke w
Step 2: Create an HTTPrequest in TOPdeskTOPdesk controls the RTF Document Creat
with an HTTP request action, which you ca
nd in the Event Management module. Yo
can also use this module to determine wh
template is used and whether the generat
document should be linked to the card (se
gure 2).
This article outlines the use o the RTF Document Creator in TOPdesk. With this
add-on, you can create neat letters, work receipts and distribution orms based on
data saved in TOPdesk.
is a consultant and team leader at TOPDesk. He specializes in technical issues
and optimizing processes.
PATRICK MACKAAIJ
CREATING CLEAN DOCUMENTS
WITH THE RTF DOCUMENT CREATOR
Text: Patrick Mackaaij Photography: Robin Kuijs
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Add-ons forTOPdesk
TOPdesk offers add-ons to Enterprise customers
to meet wishes held by several customers. Add-
on installation is usually supervised by a TOPdesk
consultant, who explains the bespoke work and
takes care of the initial set up. Please visit the
TOPdesk Extranet for more information about
add-ons.
The HTTP request action is performed automatically
when a predened event takes place, such as creating
or editing a card. You can also set up TOPdesk so that
the end user can create the document manually viacontext menus (see gure 3).
Editorial
Want to comment? Go to
www.topdeskmagazine.com
The TOPdesk Magazine covers subjects
that are topical in the world of
professional service desks in IT, facilities
and other service providing organizations.
TOPdesk Magazine is intended for
managers, service desk employees,
facilities organizations and electronic
city councils anyone who is involved
with supporting clients on a daily basis.
This concerns both the processes and the
technology behind these services.
TOPdesk Magazine is a TOPdesk
publication
Tel: + +44 (0) 207 8034200
Email: [email protected]
Chief Editor: Nienke Deuss
Editors: Nienke Deuss,
Timme Hos, Milou Snaterse, Niek
Steenhuis, Nicola van de Velde
Translators: Leah Clarke, Nicola van de
Velde, Hazel Hollis
Contributors:Lydje Snieders, Renske vander Heide, Patrick Mackaaij, Roland de
Schepper
Layout: Joost Knuit, Louise van der Laak,
Ontwerpbureau DDC
Photography: Ted Erkkila, Aad
Hoogendoorn, Robin Kuijs, Jonas Mertens,
Kees Muizelaar
Copy editor: Nicola van de Velde
A print run of 5,000
Quarterly magazine
Languages: Dutch, English
30 WORK SMARTER
Figure 3: It is possible to adjust TOPdesks settings so
that end users can use the context menu to create the
document manually.
Figure 1: Template le with tags (employee
provision form)
Pay attention to the layout
You need to pay extra attention
to the layout if you are using data
from linked cards. If the document
has a large number of rows, it is
possible that not all data will t
on a single page. You can include
data from linked cards in a table,
but you will have to apply edits
directly to the rough RTF layout.
Using bullet points does not look
as good, but it is simpler (see the
$$ bullet in gure 1).
Figure 2: Processing the template
in the Event Management module.
The values containing TOPdesk
information are enclosed by \C and
\c tags to ensure that TOPdesk is
able to properly interpret the special
characters.
Troublesome templatesIf you create template les in Microsoft
Word, it is possible that not all tags you
insert will be replaced. This is caused byMicrosoft word inadvertently inserting
hidden characters in tags, so that the
RTF Document Creator can no longer
recognize them. To solve this problem,
delete the tag in question (including
$< >$), type the tag again and save the
document as RTF.
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A D V E R T I S E M E N T
WANT TO MAKE THE MOST
OF YOUR ORGANIZATIONSSELF SERVICE DESK?
A successful SSD starts with a successful promotion!
Please feel free to contact us to discuss the possibilities
of your Self Service Desk promotion.
The more your end users use the SSD, the more time andmoney you will save. After a successful promotion, the number
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7/31/2019 TOPdesk Magazine 2012 Issue 1
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tips + tricksAvoid including earlier
messages in a mail import
Another useful option in the Event Management module
is available when using the mail import for incidents and
changes. As of the 4.4 update, it is possible to add text to
emails generated by the Event Management module that will
prevent the entire conversation from being imported. This is
ideal for keeping memo elds clean and organized.
This is done as follows:
In the emails plain text, type:
----- -----
(ve dashes word space word ve dashes)
If you are working with an HTML email, type:
-----answer answer-----
The replies below this text will not be included in the
mail import.
Creating SSD accounts
or several people
If you are logged in as an admin or supervisor, you will be
able to see the Generate login name and password button
under the Persons overview (or a selection of persons).
When you click this button, you will see a template with
which you can set up the login names and passwords for the
group of people in question.
If you want to mail these details to people automatically,
you will have to set up an event and an action. Follow these
steps:
1. Go to Settings Management.
2. Open the Event Explorer and create a new event for
people (Edit card).
3. For changed elds, use Encrypted Self Service Desk
password.
4. Go to the Action Explorer and create a new action for
people (email message). Make sure that this action is
also active for the Operators Section.
5. Under Insert eld login name select Self ServiceDesk login name. Select Encrypted Self Service Desk
password under miscellaneous. Make sure that you
select the Only send if selections are used option under
use for selections.
6. Link the action to the created event.
You will have to refresh the System Settings before the event
and action can be used.
Online Help & Support
We are always updating our Help & Support site with new
manuals and tips on how to get the most out of your TOPdesk.
Want to visit the Help & Support site? Click on the question
mark icon on a process page in TOPdesk, or select the menu
option Help > Help & Support.
TOPdesk UK limitedt +44 (0)20 7803 4200e [email protected] www.topdesk.co.uk
TOPdesk Netherlandst +31 (0)15 270 09 00e [email protected] www.topdesk.nl
TOPdesk Germany GmbHt +49 (0)631 624 00 0e [email protected] www.topdesk.de
TOPdesk Belgiumt +32 (0)3 292 32 90e [email protected] www.topdesk.be
TOPdesk Hungaryt +36 1 301 0190e [email protected] www.topdesk.hu
TOPdesk Francet + 33 (0) 811 11 59 84e info.topdesk.frw www.topdesk.fr