topdesk product development, topdesk on tour 2016, manchester

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TOPdesk Product developmentFrom vision to roadmap to products

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Key take aways

• What’s our vision on service management

• How is our Product Roadmap buils

• How do we handle feature requests a.k.a. product feedback

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• TOPdesk Product Roadmap

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Vision

Developmentthemes

Developmentthemes

Developmentthemes

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Building the product roadmap

ROADMAP

Trends

Our Ambition

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“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”

Our Ambition

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“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”

Our Ambition

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• Standard & SimpleWe believe the future is in software that is incredibly easy to use and implement.

• Shared Service ManagementWe believe the end-user will expect all services to co-operate seamlessly.

• Service Chain IntegrationWe believe service delivery isn’t confined to the walls of your organization.

Vision

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“Are you really Customer Centric?”

• SLA or XLA?• Seamless Experience• Empower the customer

Service Excellence Trends

• Customer Centric • Service Chain

“The End of Possession”

• Demand service, not a device• Make the chain transparent• Orchestrate the experience

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Vision

Developmentthemes

Developmentthemes

Developmentthemes

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Building the product roadmap

ROADM

AP

Trends

Our Ambition

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The Service management chain

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Workforce Enablement

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Done• Add activity template

to running change• Web widget

Upcoming• Suggestions for operators• Asset Management

Workforce Enablement

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End Users First

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End Users First

Done• Completely new self service portal• End user app

Upcoming• Self service mobility• Enhanced suggestions and search

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MSP Love

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MSP Love

Done• Drill down reports portal

Upcoming• Look&feel per customer in portal• Report on audit trail

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Delivery of software

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The Network

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The Network

Done• REST API• Worcade

Upcoming• REST API• TOPdesk-TOPdesk link

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TOPdesk as a Service

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TOPdesk as a Service

Done• Continuous delivery• Uploading via web dav

Upcoming• Removal dedicated client

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Demands of software

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Implementation out of the box

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Implementation out of the box

Done• Setting up self service portal

Upcoming• Imports done by customers• Implementation wizard

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Self explanatory software

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Self explanatory software

Done• Styling• Hot keys• Progress trail

Upcoming• Explanation in tool

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Service management world

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Domain Experts

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Domain Experts

Done• Self service portal

Upcoming• Graphical process designer• Market place

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TOPdesk development themes

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Vision

Developmentthemes

Developmentthemes

Developmentthemes

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Building the product roadmap

Trends

Our Ambition

ROADM

AP

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Past A customer’sworkaround…

Today

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Stay up to date!

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• High level vs detailed feedback• Product feedback input for roadmap• Transparency is critical at both levels

Roadmap versus product feedback

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Building the TOPdesk product with you!

Feature request/product feedback

Vision

Developmentthemes

Developmentthemes

Developmentthemes

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Trends

Our Ambition

ROADM

AP

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Process flow of product feedback

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Process flows of product feedback

All development are teams responsible for total solution

Requirements Architecture SoftwareDesign Test Stage Deploy Exploitation

CustomerFacts & Metrics

Product Feedback &Perception

ProductManagement

Modulespecialists Support Super user

Customerusage

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Direct and indirect feedback

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Real time measurements

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Product feedback

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• Customers and volume of feedback3500 active customers spread all over the world2500 feature requests in 2015 alone

• Issues resolvedWe resolve a total of 2000 issues each yearResolved 750 issues based on registered customer feedback, about 40%

• How about all your other feature requests?

Feature request volume

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When requests come in, then what?

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• What are the numbers?How many customers currently use it?How many customers potentially benefit?

• Who are the users?Who uses it? End user, operator, manager…?How often do these people use it? Weekly, daily, all the time…?

• How relevant is this?How important is this to you?Does this fit our strategy?Will it still add value 5 years from now?

Questions we ask ourselves

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Example of a popular module

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Example

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Example

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• We value feedback• We use the feedback you provide• We simply cannot incorporate all of it• We are going to empower you

Summary

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Building the TOPdesk product with you!

Feature request/product feedback

Vision

Developmentthemes

Developmentthemes

Developmentthemes

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Trends

Our Ambition

ROADM

AP

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TOPdesk Market place

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• Release soon (end Q4)• Platform for

• Partner solutions• Sharable solutions• Integrations connectors• Meeting Demand & Supply

• Build with the standard Self ServicePortal technology

TOPdesk Market place

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• We share:• Vision• Roadmap• User voicing• Market place

• Give us feedback!

Summary

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What do we think we will achieve?

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To stay up to date with the latest Service Managements trends & TOPdesk news

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Questions/remarks?