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Shared Service Management in practice Andreyna Gonzalez & Tim Lansbergen

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Shared Service Management

Nothing shared

Shared tool

Shared Service Desk

Shared process

Qua

lity

of S

ervi

ce

Cost efficiency

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0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Stage  0:  nothing  shared

Stage  1:  shared  tool

Stage  2:  shared  service  desk

Stage  3:  shared  process

Pre-­‐event  survey  results

According  to  the  survey

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Challenges ·∙⋅  Challenges raised within businesses

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Programme ·∙⋅  Challenge of the tool

·∙⋅  Challenge of the management

·∙⋅  Challenge of the service desk

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Challenge of the tool ·∙⋅  Separating calls (filters)

Category filter

Category filter

(only filters drop-down

lists)

Operator filter

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Challenge of the tool ·∙⋅  Shared drop-down lists and mandatory fields

Be critical

Find collectivity

Use prefixes

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Challenge of the tool ·∙⋅  Event Management

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Challenge of the tool ·∙⋅  Event Management

Use the same

structure and email

moments

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Challenge of the tool ·∙⋅  Event Management

Use the same

structure and email

moments

Use the Notes

field on the

Operator

Group card

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Programme

·∙⋅  Challenge of the tool

·∙⋅  Challenge of the management

·∙⋅  Challenge of the service desk

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FM IT HR

IT

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Challenge of management ·∙⋅  Roles and Responsibilities when implementing

SSM IT, FM and HR have individual application managers

IT remains as

application manager

with key users per

department

Independent application manager (IM)

Application

management per

process

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Challenge of management ·∙⋅  Defining the application management tasks

Assign key users

Document set-up decisions and

agree upon them

Schedule regular meetings

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Programme ·∙⋅  Challenge of the tool

·∙⋅  Challenge of the management

·∙⋅  Challenge of the service desk

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Challenge of the service desk ·∙⋅  Skilled vs non-skilled?

Question scripts Standard

solutions Escalation diagram

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Challenge of the service desk ·∙⋅  Skilled vs non-skilled?

·∙⋅  Should every department have a representative at the service desk?

·∙⋅  Should the service desk be a single point of contact?

Always communicate from the service desk

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Setting up and promoting the SSD

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Setting up and promoting the SSD ·∙⋅  Promotion

Brainstorm about

obstacles

Communicate

the goal of the SSD

Get managers and

stakeholders to buy-in

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Summary ·∙⋅  Challenge of the tool

·∙⋅  Find collectivity

·∙⋅  Challenge of management ·∙⋅  Make clear management agreements

·∙⋅  Challenge of the service desk ·∙⋅  Assign the service desk a clear role

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Shared Service Management

Nothing shared

Shared tool

Shared Service Desk

Shared process

Qua

lity

of S

ervi

ce

Cost efficiency

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Conclusion

·∙⋅  Review and evaluate the business structure

·∙⋅  Identify key stakeholders

·∙⋅  Promote the tool internally