shared service management simplified - topdesk on tour 2013

Marieke Spapens

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TOPdesk: Shared Service Management Simplified

Tim Lansbergen– senior TOPdesk Consultant

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Join the conversation on Twitter #ontour13

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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Join the conversation on Twitter #ontour13

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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Join the conversation on Twitter #ontour13

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