topdesk product development, topdesk on tour 2016, manchester
TRANSCRIPT
ON TOUR
TOPdesk Product developmentFrom vision to roadmap to products
ON TOURON TOUR
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
ON TOURON TOUR
• TOPdesk Product Roadmap
ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
ROADMAP
Trends
Our Ambition
ON TOURON TOUR
“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”
Our Ambition
ON TOURON TOUR
“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”
Our Ambition
ON TOURON TOUR
• 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
ON TOURON TOUR
“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
ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
ROADM
AP
Trends
Our Ambition
ON TOURON TOUR
The Service management chain
ON TOURON TOUR
Workforce Enablement
ON TOURON TOUR
Done• Add activity template
to running change• Web widget
Upcoming• Suggestions for operators• Asset Management
Workforce Enablement
ON TOURON TOUR
End Users First
ON TOURON TOUR
End Users First
Done• Completely new self service portal• End user app
Upcoming• Self service mobility• Enhanced suggestions and search
ON TOURON TOUR
MSP Love
ON TOURON TOUR
MSP Love
Done• Drill down reports portal
Upcoming• Look&feel per customer in portal• Report on audit trail
ON TOURON TOUR
Delivery of software
ON TOURON TOUR
The Network
ON TOURON TOUR
The Network
Done• REST API• Worcade
Upcoming• REST API• TOPdesk-TOPdesk link
ON TOURON TOUR
TOPdesk as a Service
ON TOURON TOUR
TOPdesk as a Service
Done• Continuous delivery• Uploading via web dav
Upcoming• Removal dedicated client
ON TOURON TOUR
Demands of software
ON TOURON TOUR
Implementation out of the box
ON TOURON TOUR
Implementation out of the box
Done• Setting up self service portal
Upcoming• Imports done by customers• Implementation wizard
ON TOURON TOUR
Self explanatory software
ON TOURON TOUR
Self explanatory software
Done• Styling• Hot keys• Progress trail
Upcoming• Explanation in tool
ON TOURON TOUR
Service management world
ON TOURON TOUR
Domain Experts
ON TOURON TOUR
Domain Experts
Done• Self service portal
Upcoming• Graphical process designer• Market place
ON TOURON TOUR
TOPdesk development themes
ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
Trends
Our Ambition
ROADM
AP
ON TOUR
ON TOUR
Past A customer’sworkaround…
Today
ON TOUR
ON TOURON TOUR
Stay up to date!
ON TOUR
ON TOUR
ON TOURON TOUR
• High level vs detailed feedback• Product feedback input for roadmap• Transparency is critical at both levels
Roadmap versus product feedback
ON TOURON TOUR
Building the TOPdesk product with you!
Feature request/product feedback
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Trends
Our Ambition
ROADM
AP
ON TOURON TOUR
Process flow of product feedback
ON TOURON TOUR
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
ON TOURON TOUR
Direct and indirect feedback
ON TOURON TOUR
Real time measurements
ON TOURON TOUR
Product feedback
ON TOURON TOUR
• 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
ON TOURON TOUR
When requests come in, then what?
ON TOURON TOUR
• 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
ON TOURON TOUR
Example of a popular module
ON TOURON TOUR
ON TOURON TOUR
Example
ON TOURON TOUR
Example
ON TOURON TOUR
• We value feedback• We use the feedback you provide• We simply cannot incorporate all of it• We are going to empower you
Summary
ON TOURON TOUR
Building the TOPdesk product with you!
Feature request/product feedback
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Trends
Our Ambition
ROADM
AP
ON TOURON TOUR
TOPdesk Market place
ON TOURON TOUR
• 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
ON TOURON TOUR
-
ON TOURON TOUR
• We share:• Vision• Roadmap• User voicing• Market place
• Give us feedback!
Summary
ON TOURON TOUR
What do we think we will achieve?
ON TOURON TOUR
To stay up to date with the latest Service Managements trends & TOPdesk news
Follow us on the social media
ON TOURON TOUR
Questions/remarks?