Take a look behind the scenes at TOPdeskNancy Van ElsackerManaging Director
Alexander JanssensSenior Consultant
Typical Building Blocks
We believe that to achieve a higher quality of service there is more to gain in another field than in the typical building blocks.
Quality
About us
450Employees
5,000Customers
75Consultants
51Support
specialist
7Branches
91%Rates TOPdesk
with a 7 or higher
Observations
Observations
Observations
Observations
Observations
Observations
• A lot of theoretical frameworks• Hard to understand• Tendency to stick to the theory• Expectations are too high
Observations
Step by step
Make choices
@ TOPdesk
• Incident Management• Problem Management• Change Management
@ TOPdesk
Incident Management• Registration with a purpose• Reporting with a purpose
@ TOPdesk
Problem Management• Awareness• Problem of the week• Dedicated people
@ TOPdesk
@ TOPdesk
@ TOPdesk
Change Management• Supporting various departments• Supporting various applications
@ TOPdesk
What about• Service Level Management• Security• Availability• …
Where is the gain?
There is the gain!
People?
Opportunity
Applying typical building blocks topractice.
Observations
• Not a topic in the typical building blocks.• Because you cannot model people like you can model
a process or tool.
In practice
Training• Understanding the process and organization
Awareness• Understanding the customer
The next step• Understanding how to improve
@TOPdesk
Training• Orientation Program• Food for thought
@TOPdesk
Awareness• Customer• Perception of the customer• Mutual understanding
@TOPdesk
The next step• Everything changes• Be your own critic• Look around
In other words…
• Accept your level of maturity• Accept inspiration from others• Accept “people” as an opportunity
Visit our stand to share your viewsWe have chocolates!