Gökhan Tuna & Robbert Petterson

Expertise is better shared

Good morning and welcome to TOPdesk

ContentsService Management Simplified

TOPdesk, the organizationTOPdesk productsProcess support & modulesConsultancy

But, what is TOPdesk?

HR Landscape

HRstrategy

TOPdesk eHRMorganize, measure and manage

Current HR systems:administrate and execute

TOPdesk productsfrom 50 to 5,000,000 customers

TOPdesk ProfessionalTOPdesk EnterpriseTOPdesk as a ServiceAvailable in 10 languagesCustomer feedback incorporated directly into product developmentFlexibility: 100% web-based solution

Facts & figuresOriginated from experience

Dutch software and consultancy firmEstablished in 1992450 employeesAverage annual growth more than 25%Privately owned > 22 million turnover

Brabanthallen

TOPdesk clientsUsed by 50,000+ people every day

At 3,500+ clientsWith 5,000+ implementationsIn 40+ countriesWith 1,000,000+ end usersFacility Management, ITSM, HRM, SSCs

Process supportOne tool for ITSM, FM and HRM

Full support of the ITIL processesEnd-to-end chain managementShared Service Centre

TOPdesk implementations

System integrationsTrainingService desk supportTOPdesk Extranet and CommunityTOPdesk Symposium and On TourTOPdesk MagazineImplementation services

Tool, Process, People

Why TOPdesk?Best value for money

100% web-based, no need to run a client alongsideUser-friendly, high acceptance rate by usersHighly customizableScalability: 1,000+ operator implementation completedUnlimited multi-user licenceThe best quality for the lowest price, guaranteed!Integrated Service Management – introduce Facilities,Estates, HR, Finance, Libraries, Registry Office etc.

Customers want…

· Easier

· Faster

· Having to think less

· Fewer costs

HRM

Shared Service Management (SSM)

FM IT

Nothingshared

Sharedtool

SharedService Desk

Sharedprocess

Cost efficiency

Qu

alit

yex

peri

ence

SSM growth model

Quality of service

Product

Process

People

Stage 0: nothing shared

Own product/tool

No overlap

Focus on own department

Challenge of stage 0

Lots of time and effort required to manageinformation flows

Stage 1: SSM tool

Working in tool

Shared terminology and set-up

First signs of collaboration

Challenge of stage 1

Setting up a single tool means taking into accountdifferent preferences

Tip 1: functional management

Customer Supplier

ITFMHRIT

Functional

IM

Step 1 results

Cost efficiency

Qu

alit

y

Nothing shared

Shared tool

Stage 2: Shared Service Desk

Transparency

One service desk, making agreements

More intensive collaboration

Challenge of stage 2

Making sure the customers know about the SharedService Desk

Tip 2: promotion

Promote the Shared Service Desk

Is something wrong? Register it in FIX!

Step 2 results

Cost efficiency

Qu

alit

y

Nothing shared

Shared tool

Shared Service Desk

Stage 3: SSM process

Multi-departmental implementation

Same procedures and evaluations

Close collaboration

Challenge of stage 3Different levels of process maturity perdepartment

Which stage?

0%

10%

20%

30%

40%

50%

60%

Stage 0:nothingshared

Stage 1:shared tool

Stage 2:shared

service desk

Stage 3:sharedprocess

According to survey

According to survey

Which stage?

0%5%

10%15%20%25%30%35%40%45%

Stage 0:nothingshared

Stage 1:shared tool

Stage 2:shared

service desk

Stage 3:sharedprocess

According to survey

According to survey

Challenge of stage 3Different levels of process maturity perdepartment

Tip 3: first things first

Employeecommences

Employeemovesdepartment

Employeeleavescompany

Front end

Process improvement

Define Realize Improve

Go live

Example

Roles

Tool and workinstructions

Process andprocedures

Example

Roles

Tool and workinstructions

Process andprocedures

ITIL

Josh, FacilitiesIan, IT Laura, HR

Mark, planner

Erik, caller

Cus

tom

erD

epar

tmen

t

Roles

Tool and workinstructions

Process andprocedures

SD

ITIL

Josh, FacilitiesIan, IT Laura, HR

Mark, planner

Erik, caller

Cus

tom

erD

epar

tmen

t

SD

Process monitoring

Roles

Tool and workinstructions

Process andprocedures

Manage:time and solution

ITIL

Josh, FacilitiesIan, IT Laura, HR

Mark, planner

Erik, caller

Cus

tom

erD

epar

tmen

t

SD

Manage:time and solution

Periodic evaluation and improvement· Quarterly

· Process owner and process managers

Process improvement

Process monitoring

Roles

Tool and workinstructions

Process andprocedures

Customers want...

• Easier

• Faster

• Having to think less

• Lower costs

Nothingshared

Sharedtool

SharedService Desk

Sharedprocess

Cost efficiency

Qu

alit

yShareddepartment?

Background

Defining Realizing Improving

HRM

Shared Service Management (SSM)

FM IT

Case

Project· Directors want to cut costs

· Shared Service Management implementation

· IT, FM and HR must collaborate more

· Digital helpdesk

· New employee

Exercise:· Think of activities to help employees accept the

change