Professional Documents
Culture Documents
The ultimate
service desk is
self-healing
Read the interview with OGD on page 6
EDITORIAL
GOOD
SERVICES START
WITH YOUR
CUSTOMER
11
CONTENTS June 15
13
04
NEWS
06
14
18
21
24
WORKING SMARTER
28
TIPS + TRICKS
ON THE COVER:
Maarten van der Kleij, head of
the Shared Service Desk at OG IT
services, expains how you lead an
14
Stay up-to-date
To stay up-to-date on the latest
TOPdesk news and service management
developments, follow us via these
channels.
TOPdesk Newsletter
report investigates the level of recognition for shared service management and its viability
facebook.com/TOPdesk
in the service industry. The presentation covered some of the key findings of the report and
linkedin.com/company/topdesk
community.topdesk.com
described how organizations can overcome obstacles on the road to implementing Shared
Service Management.
You can watch the presentation online at http://bit.ly/1BKusif and download the report via
www.topdesk.co.uk/sdi-report.
@TOPdesk
Adran Bridgwater More Fun
Than Disney, TOPdesk Opens In
Orlando @toolsadvisor
Hans Fierloos @TOPdesk_NL
interesting session at info
security Brussels from Wouter
vd Bergh
Scott E Rupp Wouldnt life be
simpler if we were merging
service desks? Of course!
#servicemanagement #ITSM
@Topdesk
NEWS
Calendar
Germany
JUL
TOPdesk on Tour
Le Mridien Parkhotel, Frankfurt
JUL
TOPdesk on Tour
Hotel BARCEL, Hamburg
23
JUL
TOPdesk on Tour
Sheraton Mnchen Westpark Hotel, Munich
SEP
TOPdesk on Tour
Hotel Nikko, Dusseldorf
22
SEP
IT-Service- und Business Management &
Cloud Computing Herbstsymposium
Vienna
UK
16-18
JUN
Facilities Show
Excel, London
8-10
JUL
26
AUG
SDI Software ShowcaseSheraton Mnchen
Woburn House, London
16
SEP
Maximising Service Desk Resources
Hilton Metropole, Birmingham
branch representatives and specialized journalists according to various criteria, such as the
innovation and efficiency rate that the product brings. The best solutions are presented annually
in the IT-Bestenliste.
THE ULTIMATE
SERVICE DESK IS
SELF-HEALING
THE SECRET BEHIND
SATISFIED END USERS
CUSTOMER IN FOCUS
customer-specific.
that time.
Desks performance.
CUSTOMER IN FOCUS
EMPLOYEES KNOW THE
PEOPLE THEY SPEAK TO
ON THE PHONE, AND
THEYRE FAMILIAR WITH
THE ORGANIZATIONS
CULTURE
Maarten van der Kleij
Head of the Shared Service Desk
The effectiveness of your services depends on various factors that you must always
keep in mind. Maarten van der Kleij, head of the Shared Service Desk at OGD, has
1.
First of all, invest in your service desk: make sure you have the best
employees and the best tools. The service desk is the face of your IT
department, and therefore has the most effect on your user satisfaction.
Providing the best and fastest service possible to your end users can also
2.
Make sure your end users experience IT as an addition, so that they always
remain satisfied. Know what is going on with a user: which processes do they
have to deal with, for instance? Something else to take into account is when
your service desk should be available. From 9 to 5 simply isnt enough for
3.
Make sure that the service desk remains the owner of each call. A call should
not be passed around between operator groups. As long as the service desk
maintains operational management of a call, the end users know what their
point of contact is. Moreover, it is a useful incentive for calls that have been
costs drop.
Let end users do as much as possible themselves. You can tell a user what
needs to be done but letting them do it themselves or even having it done
automatically is much better for the service desk and the end user.
5.
Coordinate all technology and tools. Everything should link to and enhance
each other. A tool is not a goal in and of itself. At OGD we use TOPdesk to
classify our processes and workflow. We use Anywhere365 to streamline the
communication between several TOPdesk environments.
TOPDESK 5.6
More features, more flexibility
Last year we presented a completely renewed Reservations Management module, which
changed the way you manage your rooms and services. TOPdesk 5.6 features even more
improvements, such as the option to reserve divisible rooms. Does your organization have
rooms with retractable walls? Self Service Desk users and operators can now easily book
these large rooms and their sub rooms with the right set-up and services. You can also
add participants to a reservation: invite both employees and external participants, and
even register new visitors directly in the Reservations Planner. Whats more, the Services
Task Board has been added to TOPdesk Mobile. This lets operators see which services are
reserved for today, and close the service in one go.
Discover the new features on www.topdesk.com/topdesk56
and HR. There are two ways to create a service catalogue in TOPdesk.
services they offer. This isnt just inconvenient for the organization
(PSC), where you display all your products and services as icons,
itself, but also for the customer. Granting more insight into the
products
your customers know what you can help them with. This improves
(screenshot 2).
The result is higher customer satisfaction, and a lot of time saved for
your department.
rather, you also provide the accompanying services. Take for example
There are different ways to map out your services. A very easy and
the request for a new laptop. In this case you not only have a request
may as well offer your products and services at the same place.
information. When compiling the online service catalogue, always take the following
into account.
1
2
3
4
5
asked questions regarding a product or service can help customers quickly find
their own answers. Examples of common questions are: How do I set up the
Management module.
which regulations apply. For instance, you could explain which meeting room
can be used for which event, or which facilities are present in the meeting room.
Specify the terms of delivery. Inform your customer about the delivery time
for a product or service, and make it clear where the product ordered can be
picked up.
Communicate the service desks availability. Grant your customers insight into
when and how the service desk can be contacted, and when the customer can
pick up their order, for instance.
more quickly.
COLUMN
Wolter Smit, CEO of TOPdesk
Small steps,
big results
The Service Desk Institute recently researched the phenomenon
of having several service desks in one organization. The
interesting thing about this research is that it provides numerical
proof of what is happening in this area.
Their research reveals that 90% of the questioned
organizations has more than one service desk. This means that
almost every employee has to first consider where they send their
request. This will often go well, but it wont be uncommon for
someone to end up at the wrong service desk. The numbers back
this up: 55% of organizations report that between 3% and 12%
of their employees go to the wrong desk. For 7% of organizations
this number even exceeds 12%. This will cause quite a bit of
frustration. Not to mention the unnecessary expenses.
A simple solution seems to be bringing together the
various service desks to form a single service desk. Yet many
organizations are wary of closer collaboration between
supporting departments. The same research names fear of
that in the front office, people get to know each other naturally
going smoothly and affect both service desks are often easily
THE WORLD OF
CASH MACHINES
HOW GSN MANAGES THEIR BUSINESS
CUSTOMER IN FOCUS
GSN is a young organization that was founded over three years ago by the
three big Dutch banks aiming to make the circulating cash stream as efficient
as possible. GSN is connected to the three banks cash machines. Edgar Polak,
Change manager, explains: We are notified when an error occurs with one of the
machines, or a machine has a cash shortage or is too full. We are connected to
systems that monitor everything. If necessary, we send our suppliers to fix, stock or
empty the machines.
instance, if a certain machine type has issues with paper jams or swallowing
cards, wed like to know. GSN needed a system for these types of workflows.
TOPdesk was the answer.
Company-wide support
A big challenge
CUSTOMER IN FOCUS
An intensive consultancy process
TOPDESK
GRANTS
DEPARTMENTS
INSIGHT INTO
EACH OTHERS
PROCESSES
Bob Siffels
Application Manager
ONE-OFF CONVERSIONS:
TOPDESK LIGHTENS THE LOAD
Easy access to carefully composed service management data can
be an important condition for service providers when switching to
TOPdesk. It is of utmost importance for the transition process that
the data conversion goes off without a hitch. This is made possible by
standardized methods for the most common imports and customized
specific imports created by technical consultants.
the result of dissatisfaction with the old tool, too high costs or a
with the customer, and offers more options for how the data can be
technical consultant not only takes care of the import into TOPdesk (to
all possible modules), but also prepares the data from the other tool.
offers many benefits, but it can be difficult to get started with a new
takes the change process into account and ensures that data from the
The options
There are three options to import data into TOPdesk. The first option
request a free licence for this purpose. The customer enters their data
as well. Nadine Uljee, Service Desk team leader at Action, tells us more.
in an Excel file with set columns. The file can then be imported into
import options TOPdesk offers. In this case, the customer created the
to prepare the data for the TOPdesk import. Beside Excel data
is always necessary because the old tools field names never match
into TOPdesk.
source file is ready, you can check which data must be transferred
At this point you are ready to import data into TOPdesk. Depending
on the amount of data, the import can take anywhere from a few
first carried out in the test environment. This lets the customer
concerned about 1500 FAQs. Even though we do our best every day
adjustments are required for the source file or mapping. Uljee tells
us about the steps taken for the one-off conversion, which was then
carried out in the test environment. For me, this part of the project
has gone very smoothly so far, so I trust that everything will be all
having to copy this manually! When the customer is satisfied with the
all spaces, dashes and plus signs from the telephone numbers for
the switchboard. First, I edited the telephone numbers outside the
During the tender phase, you can indicate whether you need
TOPdesk, the brand and make were in the same field in the old tool.
A technical consultant adjusted the source file so that this field was
course, you may realize at a later point that there is data available
in your old tools that you would like to include in TOPdesk. In such
into TOPdesk.
cases, we create a plan outlining how much time this will take and
when it can be done. Simple imports of master data and assets can be
completed in a day, but more complex imports that take several days
are no problem for us either.
ADVER
A D V ETORIAL
RTORIAL
TimeTell
Planning & TimeSheet
Furthermore, you can plan staff and projects. Staff planning can be used
to allocate people to a specific job and project. The TimeTell project
planning functionality helps you make Gantt charts in order to gain more
insight into the process structure and progress. Both planning and
realisation of spent hours can be registered in TimeTell, which makes it
easy to control and manage projects.
The solution is available both online and on-premise. This can be
combined with the TimeTell App, enabling you to work anywhere with
TimeTell.
Every organisation large or small, profit or non-profit can work with
TimeTell. Users around the world are Bosch Security Systems, Bayer,
DB Schenker and the Rail Safety and Standard Board.
Like TOPdesk, the TimeTell software is developed in the Netherlands.
It is used by more than 500 clients worldwide, and is available in English,
German and Dutch.
Wes Heemskerk
is a TOPdesk service management consultant. He
has provided help and advice for various organizations
implementing customer satisfaction measurements.
WHICH CUSTOMER
SATISFACTION
MEASUREMENT IS
RIGHT FOR YOU?
More and more organizations are becoming aware of the necessity of
internal customer satisfaction surveys for improving services. Some
organizations gauge this every year, others continuously. Which
measurement approach is right for your situation?
As a supporting department, serving the organization is your main goal. Your services are focused on
providing the best possible support for employees, or internal customers. Customer feedback is essential
for achieving this. Internal customer satisfaction measurements are used to discover how services are
experienced. But how do you go about this? Periodic or continuous measurements are popular choices.
Periodic measurements
A periodic measurement means that a survey is sent to the entire customer base, usually on an annual basis.
Such measurements are ideal for gauging the services in broad terms. All main aspects are included in the
questionnaire. SERVQUAL is a commonly used research model to cover all these aspects. SERVQUAL divides
the services into five dimensions (Reliability, Assurance, Tangibles, Empathy and Responsiveness). Your
customer receives a number of propositions for each dimension, asking about their experience. Moreover,
your customer is asked to indicate the dimensions that matter most to them. This lets your department get
to work improving the dimensions that are of the biggest benefit to the customer.
to wow the customer. Instead, you want to make it as easy as you can
the SERVQUAL dimensions. Whats more, the answers not only provide
for colleagues to use so that they can focus on their primary tasks.
about their score in the survey, it soon becomes clear why the score
is high and how to follow it up. Think for instance of comments like
desk that achieves a high first time fix percentage. This is a good
term focus. You can then measure the results of your efforts in the
You can also link reports on Customer Effort Scores for a specific
periodic measurements can also provide quick wins that are easy to
know who to contact within your department, you can specify in your
Effort Score for this service is structurally high and many customers
indicate that printing and scanning the form takes a lot of effort, its
high time to prioritize the simplification of this procedure. This makes
Continuous measurement
Continuously measuring services entails measuring how a service is
message then includes a link to a brief survey where the customer can
assess the service. The customer has just experienced the service, so
they can clearly remember how this went and can therefore provide
your department:
concrete feedback.
This measurement method is excellent for determining the
Customer Effort Score. This measures the effort a customer felt had
results can help shape the choices made during the change process.
A benchmark also ensures that the results of your efforts are visible
scores. The results are also an important motivation for service desk
catalogue. If you do not yet have a service catalogue and your offered
on offer and the results could be a good occasion to invest time in this.
so you do not necessarily have to choose one or the other. The more
customer input the better, you could say. However, do keep in mind
Patrick Mackaaij
is an information distribution coordinator. He is specialized
in technical issues and optimizing processes.
AUTOMATIC LOGIN
WITH SAML
Different login names and passwords for various applications
are a daily annoyance for end users. You can facilitate automatic
logins using SAML (Security Assertion Markup Language) for
employees, customers and partners using the single sign-on
principle. This means they only need to log in once, after which
they can seamlessly use the organizations applications, even via
the internet.
What is SAML?
The end user can use the same login credentials for all applications
Provider (IdP).
that is not coded securely enough. News about passwords leaked due
to insufficient security are not uncommon.
For administrators, it is a benefit that logging in is managed
a second factor such as a code sent to their smartphone. The IdP then
assigns the user credentials that enable the user to automatically log
WORKING SMARTER
customers and partners across the globe can use single sign-on,
between the end user or the tunnel on one side and the tunnel or
common for VPN, while LDAPS uses various lines with a mix of a
Editorial
Controller to the internet since Windows Server 2008. You can further secure the server
www.scribd.com/TOPdesk
Another option is limiting the traffic to the Domain Controller using stateful inspection.
Are you currently using a VPN connection to TOPdesk SaaS? Contact your account
Microsofts Active Directory Federation Services (AD FS) can operate as an IdP for SAML.
This is also true for the Microsoft-hosted Azure Active Directory. The settings required for
Do you not yet have an IdP, or has your Active Directory not yet been set up to function
as such? You could call in an organization that supplies network management to take
directly or through a proxy, as documented on the TOPdesk Help & Support website:
http://bit.ly/1KAuUbb.
You also need the TOPdesk licence for web authentication, along with a few days of
consultancy to set up the SAML link. You can read more about this in our documentation
Our consultants can also help you update your TOPdesk environment. Get in touch
with your TOPdesk account manager to discuss your options.
I N F O R M ,
M O T I VAT E ,
A C T I VAT E .
W W W. O N T W E R P B U R E AU D D C . N L
tips +tricks
Appointing a Java version
one of the sub rooms is already reserved and vice versa. This
is displayed in the Reservations planner, in both Operators
# Java Application.
6. The line wrapper.java.command=java indicates the Java
www.topdesk.com
The main room card now displays the sub location. A main
room can comprise several sub rooms.