TOPdesk Magazine 2013 issue 2

7/30/2019 TOPdesk Magazine 2013 issue 2

1/28

Mo u:

A time for change

Connecting TOPdesk to other programs

Communicate our SSD to success!

The dynamicinfrastructure of the

St. Elisabeth Hospital

April 2013, Isse 2, Vome 15


2/28

D I i?Snow chins? Chec. Snsses? Chec. Si socs? Chec nd

check! Ive spent all week packing for my rst skiing vacation.

With these tips, o nsc o hose nd discove tht o

hve cto 30 ip m nd even pi o snow oots in ot.

M moe expeienced iends so ve me hnd to hve tips.

Withot them, I neve wod hve dded ise ointment o

them ndewe to m ist!

I ws me hoid checist to me se I dont oet n

impotnt thins ie m psspot o ticets. Now I thin ot it,

I ct se checists o evethin. Hve I ned evethin

o this mzine? Chec. Do I hve m oceies o tonihts

me? Chec. These ists povide cetint nd cit o viet

o sittions.

TOPdes so ses ot o checists nd oveviews. In this isse,

o instnce, o cn ed ot how the St. Eiseth Hospit

mps nd monitos sstems nd eqipment with TOPdes. O

SS speciists so te s ot thei checist o the comin

SS pde to TOPdes 5. Hope these stoies wi inspie

you to take a look at your own Conguration Management, or

chec whethe oe nnin thoh the eqied steps in

pocess, o instnce.

I thin I hve evethin on m ist, t Im sti woied ot

oettin somethin. Its not disste i I dont te m sn

sceen, t me I shod me m checist in TOPdes nd et

code scnne. Jst in cse...

Enjo edin!

Niene Dess, edito-in-chie

20

22

eDItorIal


3/28

4 NEWS

6 THE DyNaMIC INfraSTruCTurE Of

THE ST. ElISabETH HOSPITal10 a TIME fOr CHaNgE

13 CONNECTINg TOPDESk TO OTHEr

PrOgraMS

16 HOW WE uPgraDE yOur SaaS

19 COluMN Comin cen

20 bEHIND THE SCENES aT THE TOPDESk

bETa PrOgraMME

22 COMMuNICaTE yOur SSD TO SuCCESS!

24 WOrkINg SMarTEr gin insiht into time spent nd costs

28 TIPS + TrICkS

On the cOver:

Aart van Stiphout and Hans Boonk of St.

Elisabeth Hospital in Tilburg.

Now aN iNstallatioNtakes oNly fifteeN to

thirty miNutesen Bss n toP

Continue reading on page 16

10

MuST

WaNT

CaN

contentsap 1


4/28

4

@toPda seection o o ecent tweets:

@Jeoenbos Sevice Mnement

nd Sstem Mnement

comined: ceetin #laNDes

impementtion t #TOPdes

with ptne @axe_IT

@SITSl @itsmeview ood

eeies need to e memoe!

get exmpe @TOPdes_uk

rememe tht o #SITS13!!

@SITSl @itsmeview get

to he o ie o eeies.

See o t the TOPdes stnd t

#SITS13!

@dnie_vice @TOPdes it

wos we t Ive sti ot some

ides. Who cn I contct?

@TOPdes @dnie_vice Ides

e ws wecome! yo cn

send s o ides vi http://

extnet.topdes.com > o

incident (ete eqest)

@oesnijdes Stted sin

TOPdes s nowede se

o ppiction nd technic

mnement #veseon

toPd i ff 2013 wiswdi p

TOPdes stted the new e with ses

ptne in Sweden. IT Sotwe is new

compn ocs in Swedens IT met. With

this new ptne, TOPdes hopes to ette

seve the Swedish met.

In 2012, IT Sotwe ppoched TOPdes,

poposin to se TOPdes in Sweden, s the

see Sweden nd the est o Scndinvi s

et met o the podct. IT Sotwe

ss tht TOPdes oes cpiities

the met is ooin o. TOPdes wi e

ofcially introduced to the Swedish market

in the second qte o 2013. This wi

so m the viiit o compete

Swedish vesion o the sotwe. TOPdes w

coote with IT Sotwe to onize

theme session in Sweden to sped the wo

ot the sotwes possiiities. This sess

wi te pce in Stochom in api.

I o wish to en moe ot the

ptneship nd IT Sotwe, visit

www.itsotwe.se.

W up d?

To st on top o the test TOPdes news

nd sevice mnement deveopments,

oow s on Twitte vi @TOPdes nd

@TOPdes_uk.

toPd ss fud iF m iw

In esponse to cstome demnd, foeste,

a global research and advisory rm, recently

competed thei met oveview o SS

ITSM toos. In ddition to weihin the

ene pos nd cons o SS sotions nd

eviewin cstome stisction, foeste

so too cose oo t the vios povides.

TOPdes ws incded in thei eview, nd

ted ve vo. In thei oveview,

TOPdes SS cstome sccess ws ted

s mjo sccess the hihest ttine

eve in the epot. TOPdes e deihted

to eceive econition o o SS ITSM

sotion, ss kii Dementev o TOPdes

uk. We hve povided we-sed sotio

since 2004, so it ws es to tnsition to t

cloud. Forrester Research has conrmed wh

o cstomes ed now.

TOPdes is pesed with the ests, nd

condent that they will continue this succe

with the SS envionment pde to

TOPdes 5.

fo moe inomtion ot the epot, pe

visit Stephen Mnns o t:

http://os.oeste.com/stephen_mnn.


5/28

Service Desk & IT Support Show

Es Cot, london

MAY

16

Demo das

TOPdesk ofce, London

APR

23

toPd md MimM Pmii P

Din the ptne event on 24 Jn,

Mvim hnded ot seve wds to its

ptnes. TOPdes so eceived n ccode,

ein nmed Most Pomisin Ptne. as the

event poessed, it ecme ce tht Mvim

ves its ptnes.

fom the js epot:

(...) Listening to your customers, quickly

reacting to the markets needs and translati

this into practical solutions that enable

organizations to improve are only a few

characteristics of this organization. This

partner is an example for Mavim when

it comes to entrepreneurship. With an

international focus and a down to earth

mentality, this young enterprise already has

over 4,000 customers worldwide. This valued

partner exudes confdence and innovation a

like Mavim, believes in the power of simplici

and collaboration.

UK

APR

24

Realt Lets talk real estate

To & Txis, bsses

MAY

28MAY

29MAY

30

JUN

18

TOPdesk on Tour

European Facilit

Management Conference

Pe

MAY

22

Czech Republic

MAY

23MAY

24

neW

Canar Uii fs adwdid b sDI

uniDes se the univesit o St

andews hs eceived 2 st sevice

desk certication from the Service Desk

Institute (SDI). St Andrews is the rst

bitish nivesit to e ccedited with

such a certication. This is the result of an

extensive dit ocsin on seve es,

incdin pocesses, peomnce ests,

nd cstome stisction.

The univesit o St andews ses the

TOPdes-sed sevice mnement

sotion uniDes. Deveoped the

univesit o Edinh in ptneship

with the univesit o aet Dndee nd

the univesit o St andews, this shed

service is tailored to cater specically to

the needs o hihe edction instittions.

Visit http://www.nides.c./ o moe

inomtion ot uniDess shed sevice

o nivesities nd coees.

toPd tu iii nd, Bium

d DmIn M nd Jne, TOPdes is onizin

the test edition o TOPdes on To. We

wi e visitin vios msems to she

o nowede ot the t o sevice

mnement. This e, the theme is

impovin sevices thoh cootion

within nd etween sevice deptments.

O expeienced constnts she thei

nowede thoh pesenttions, cse

stdies nd intective sessions. In sine

tenoon, we wi she o vision o the

te o sevice deptments. This nowed

wi hep o te the next step towds

impoved sevices within o oniztion

Visit www.topdes.n/onto, www.topdes

e/onto, o www.topdes.d/onto to

sin p o o moe inomtion ot the

pomme nd to dtes.

MAY

17

Belgium

Service Desk anno 2013

Hote Scndic, Copenhen

APR

16

Denmark

APR

17

JUN

18

TOPdesk on Tour


6/28

6 cUstoMer In FocUs

the DynaMIc

InFrastrUctUreoF the st. elIsaBethhosPItal

Photoph:Aad Hoogendo


7/28

CUstoMeR iN foCUsText: Nienke Deuss

The St. Eiseth Hospit in Ti, the Ne

ends hs ppoximte 3,500 empoe

fo the I&a deptment, this mens 3,5

oin nmes nd psswods nd 28 die

speciiztions, ech with its own sste

nd eqipment. Thee e so 2,500 wo

sttions which e vie to eveone,

theeoe mst hve ccess to vios t

o sotwe. Hns boon, intetion spec

ist t I&a, ss tht the sstem hs eco

incesin compex: In the pst ten e

we hve one om eihteen to thee h

dred and fty servers . We support all wo

sttions o empoees who peom dm

isttive tss, sch s doctos, ssistnts

technicins who ente dt in Eecto

Heth recods (EHr). The hospit so

oevd, compete with shops, che

ist nd pces to et. We me se tht t

cn se the ciities s we.

Our CMDB was forty-ve percent eieThe I&a deptment hs een sin TOPd

since 2004. In ddition to Incident Mn

ment, the hve stted sin the Con-

The Inormation and

Automation department

(I&A) is the invisible

caregiver at the St. ElisabeHospital. However,

supporting all employees

and the various systems is

no simple task. Over the p

year, the CMDB underwen

extensive changes to help

the hospital gain more

insight into its dynamicinrastructure.

Aart van Stiphout (l) and Hans Boonk - St. Elisabeth Hospital in Tilburg


8/28

8 cUstoMer In FocUs Photoph:Aad Hoogendo

guration Management module to register all

sstems. Howeve, in 2009 it ecme pp-

ent tht the TOPdes set-p no one cc-

te epesented thei sittion. at vn

Stiphot, chne nd eese mne t I&a,

tes s moe. When pepin o the Win-

dows XP SP3 pdte, we discoveed tht o

CMDb hd ot o incoect nd incompete

information; the data was about forty-ve

pe cent eie. appent eqipment w

moved e, t the chnes wee

eisteed pope.

With the CMDbs etion dt oten e

incorrect, processes became less efcie

When dein with n incident, chne

problem, it was impossible to quickly nd

the eevnt dt to detemine the impct,

instnce, ss Vn Stiphot. This is wh

iN the Past teNyears we have goNefrom eighteeN tothree huNdredaNd fifty servers

hn Bninn p i&a


9/28

CUstoMeR iN foCUs

stted e poject to et the CMDb p to

dte nd, moe impotnt, eep it tht w.

Instcte epint

fist the needed to detemine the inom-

tion the dieent pocesses eqied nd

how to eiste it. We decided to eiste

ojects in TOPdes, ss boon. a seves,

netwo components, pintes, sotwe, nd

so on. bt we didnt wnt to jst eiste o

ojects: we so wnted to in insiht into

how the sstems e eted. ate , i spe-

cic server goes down, you want to know the

impct nd which sstems e ected.

Many TOPdesk customers use congura-

tions in the Conguration Management mod-

e to mp ot the etionships etween

ojects. These e s sed on empo-

ees: peson X hs PC 1281-, teephone 1455

nd ptop De3401. When the empoee

in qestion moves o eves the oniz-

tion, the conguration can easily be linked to

nothe empoee o oction. The St. Eis-

eth Hospit decided inst this se-sed

set-up for their conguration right from the

stt, s Vn Stiphot expins. yo cnt in

op o ssets to sine peson in hos-

pital. Employees dont have a xed workplace:

the cn o in to n wosttion. This is

wh Vn Stiphot nd boon decided to com-

pletely change the congurations and shift

the focus to the systems. All conguration

items are now registered in a conguration.

This et s cete etion oject dt-

se, ind o epint o o instcte.

The phic oveviews nt s immedite

insiht into the etionships etween seves

nd sstems, o instnce, nd me it es o

s to espond to mnctions.

Esctin in TOPdes

Hospits hve wide ne o sstems thn

the vee oniztion. In ddition to the

stndd PCs, pintes nd compn ppic-

tions, the I&a deptment so hs to de

with medic eqipment nd sotwe to

sve x-s, o instnce. as est, the hve

so sved ot o inomtion ot the

esponsiiities nd eements etin to

the sstems. In the phic oveviews we

cn immedite see who mnes sstem,

ss boon. We hve so incded sppie

contct inomtion, so we cn see the ee-

ments mde ot epis o ond-the-coc

sevices, o instnce.

The hospit hs nme o citic ss-

tems tht hve e impct on pim

nd sppotin sstems. We sed the Oject

Cards Attention eld to specify system prior-

it, so how qic it mst e epied, ss

Van Stiphout. The systems are classied

sed on the impct the wod hve shod

the ecome nvie.

Stin p to dte

Thee ws ed ot o inomtion in

TOPdes t the stt o the poject, t the

CMDb ws not compete. Tht is wh we

desinted contct pesons o ech specii-

ztion. The hve to hep with the ctch-p

eot, ss Vn Stiphot. The e s

eistein the missin ojects nd inin

them to the right conguration.

The decision ws mde to cete cent

sstem mnement to ense tht the

isteed dt emins p to dte. The mn

es hve to intete mnement tss

thei deptments di otine. The h

to eep tc o chnes o pdtes to th

sstems in Incident Mnement o Ch

Mnement, ss boon. To me thi

esie, we pchsed the TOPdes bc

Scnne mode. ate , eqipment

monitos e moved ond. ate mov

somethin, o jst hve to se the scn

nd the inomtion is tomtic pd

in TOPdes.

The o is to me the CMDb 90 pe c

eie. We im o ninet pe cent, t t

doesnt men mch i o ech o o

sine testin moment. I it tns ot t

eiht pe cent is moe vie nd es

maintain, Ill be satised.

fte chenes

The project is not yet nished, but the n

chene is ed on the hoizon. The m

ement o the St. Eiseth Hospit wi

sin with the ne TweeSteden Hospi

which so hs nch in nothe cit. T

o is to concentte the hethce sevi

on oe. as est, nme o speciis

wi e sped coss the thee octio

The mnement wi e sed this e

ss boon. a pocesses nd sstems m

e ined. This so mens tht we need

coodinte the methods nd tooin w

I&a t TweeSteden. Vn Stiphot contin

We dont now whethe we cn contine

use this conguration set-up, or even k

sin TOPdes, t its ce tht niom

shod e o stenth; we hve to in

pocesses.

it is easier for usto resPoNd tomalfuNctioNs

hn Bninn p i&a


10/28

10 Process anD PractIce

Conditions o sccess

Many projects focus on efciency: you have to meet the deadline and

cnnot o ove the eseved det. Howeve, it hs een shown tht

these isses e not s impotnt s is common thoht: most po-

jects consideed to e sccess ct ech the dedine o det.

The condition o sccess is moe cose eted to the poject content

nd the cceptnce o chnes intodced the poject. This mens

tht in ode o o poject to scceed, it is impotnt to conside o

coees wiinness to chne.

reconizin esistnce mon o coees

resistnce is the c o wiinness to chne. reconizin esist

within n oniztion is oten esie sid thn done. Mn smpto

o esistnce cn so hve othe oot cses. In exteme cses, emp

ees wi ite s, I wont te pt in this.

In othe sittions, o cn econize esistnce the pticip

ttitde. The cn ecome pssive when the poject is discssed

epeted compin ot nimpotnt mttes. unotnte, ec

nizin esistnce oten ois down to eein.

Do you recognize the ollowing situation? Your project is

fnished on time and within the budget, but the results

are not quite what you expected. There is unrest among

your colleagues and every meeting starts with complaints.

It turns out that there is not enough support or the

project within your organization. What can you do?

a tIMe For change

is TOPdes constnt nd speciizes in occption pschoo.

Iene sppots TOPdes impementtions nd povides tinin.

IRENE KRUIjFF

Photoph: Robin K


11/28

PRoCess ANd PRACtiCe

a Projects success =quality + williNgNess to

chaNgeI o wish to pevent o ddess esistnce, it is impotnt to nde-stnd the soce. This ets o thin ot the expected esistnce in

dvnce nd diect ddess it sin this inomtion. Thee e thee

ene cteoies o esistnce1:

MuSTThe pticipnts do not ndestndthe need o chne.

WaNTPeope e not motivted topticipte in the chne, ecseo d expeiences in the pst onetive emotions, o instnce.

CaNThe pticipnts do not hve evethinthe eqie o chne.

1From resistance to willingness to change Ewin Metse, anton Cozijnsen, Pete vn Det, 2011


12/28


TIP: Me it ce wh chne is

necess

yo coees shod ndestnd the e-

son ehind the chne. yo cod commni-

cte ot this din ic-o, in the com-

pn newsette, o on the intnet.

TIP: Invove o coees in the poject

Invove o coees in the chne nd ive them esponsiiit

within the poject. Set p tem compisin coees om vios

deptments nd invove the op

with decisions. Discss o co-

ees contitions nd ests

din ssessments.

Pevention is ette thn ce

Pevention is ette thn ce; this is so te o esistnce. yo co-

ees wiinness to chne cn e incesed tin this into

ccont when pepin the poject. Hee e nme o tips sed

on the thee tpes o esistnce.

Incesin the wiinness to chne

I o enconte esistnce din TOPdes impementtion

nothe poject, o shod ctive ddess it. In most cses, the es

nce wi not simp disppe itse. The iht ppoch to do

this depends on the ndein cse, so it is impotnt to discove

soce. Hee e some tips to incese the wiinness to chne

on the thee tpes o esistnce.

TIP: lin positive emotions to

the chne

Ceete echin miestones, s

s with coee nd ce. rew

empoees who contite,

ewd positive ests with n h

oe mention o positive ev

tion din n ssessment.

TIP: Povide point o contct

Desinte contct peson who cn

hep coees with thei qestions.

This cod e e se, o someone

who ws invoved in impementin

the chne.

Find out more

ae o expeiencin esistence mon o coees

edin the TOPdes impementtion?

as o TOPdes constnt o hep. I o do not hve n

constnc ds et, pese contct o oc TOPdes

nch teephone o emi.

MuST

WaNT

TIP: Tin o coees

Tin o coees in the new

woin method. Povide ce

instctions nd eeence mte-

i so tht it is ce how thins

shod e done even te the

project is nished.

CaN

MuST

Wa

CaN

TIP: give peson ttention

The most impotnt thin o o coees to

now is how thei wo wi chne nd wht the

conseqences wi e. I o notice tht someone

is hvin toe with the chne, peson

chat during ofce rounds can help consid-

e. T to tnste the compn

nd deptments inteests to the

individ coees inteests.


13/28

tOPdesk

cOnnectingtO Other

PrOgraMs

toolText: Paul Balvers


14/28

14 tool

The dvntes o connectinbein e to connect sotwe poms hs een tend o qite

some time. a connection ets o comine the stenths o one

pce with those o the othe. yo cn so ct down on otine nd

mn tss with connection, hepin o impove the speed nd

ccc with which o pocess dt.

an exmpe cod e connection etween TOPdes nd n

ccontin sotwe pce. yo opetos se TOPdes to eiste

thei time spent. The ccontin sotwe tes ce o the poject

dministtion nd invoicin. anothe option is to connect seve

TOPdes insttions, enin ech insttion to mintin thei

individ set-p. This cod e connection etween the ont

ofce and supplier. The front ofce uses TOPdesk to support the

workstations. Calls about specic hardware can be assigned to the

sppie, who so wos in his own TOPdes insttion.

How does connection pocess wo?

TOPdes hs ot o expeience with cetin connections. To

ctize them, TOPdes oows est-pctice pocess compisin

o steps: identiin poject memes, desin, impementtion, nd

cceptnce test.

Phse 1: identiin poject memesbeoe we cn stt connection pocess, it is impotnt tht the iht

peope e pesent: the nction expets nd intetion speciists.

The e essenti ecse o need the nction nowede o two

pces nd o pocesses.

It is so possie o someone to hve expetise in seve es nd

ths hve seve oes within the poject. The dim on the next

pe expins this the.

as o cn te om the dim, nction expets cn e pt

owd o, t so the sppies. These sppies then oten

have specic knowledge about integrating the software packages.

Phse 2: desinOnce the iht peope hve een seected, the cn stt woin

on the design: a document in which the specic linking details are

ecoded. It cn e se din this phse to detemine step ste

wht needs to e mde te on. TOPdes hs so-ced top-down

ppoch when it comes to cetin desin. The stt o the desi

is ve ene, nd ecomes moe detied with ech step. The desi

incdes the oowin topics:

1. Connectivit: the poms need to commnicte with ech othe

vi medim. This medim cn e n HTTP(S) connection, t so

email or le transfer (either with or without FTP). Once the medium

is determined, you need to establish the specic settings. This can

include server names, URLs, IP addresses, le names, le locations an

mioxes. Secit so ps n impotnt oe hee.

2. Process: the se cses to e sppoted the connection. This

cod incde eistein the time spent on n incident, which send

messe incdin time spent, opeto nd cstome om TOPdes

to pom b.

3. Messages: messes e exchned etween the poms nd

consist of several matching data items. These messages are dened

XMl: ne to sve stcted dt in docment.

4. Fields: a message is composed of elds. Fields can be caller, time

spent or call type, for instance. Determine the source of the eld

within the pom nd whee it needs to o in the othe pom.

A eld like time spent in TOPdesk, for instance, can be moved to the

quantity eld in the accounting software.

5. Values: data values will be sent from eld to eld, but in some cas

the ves miht not mtch. fo instnce, ecse one pce is in

Can you connect TOPdesk to another sotware program?

We seem to be getting this question a lot lately. In this

article, you can fnd out how a connection process works,

how you can prepare and how to spot potential pitalls.


15/28

tool

Dtch nd the othe is in Enish. yo cn pevent this tnstin

the ves eoe the e sent. These meses e docmented

in the desin. Pese note: o miht not n into n isses nti the

deveopment.

an ccte estimte o the connection costs cn e mde sed

on the information in the design. You can then make a cost-benet

nsis to detemine whethe the poject shod contine.

Phse 3: impementtionHs o een iven to the est o the pocess? Then the peope

identied in phase 1 can get to work. During development it often

tns ot tht mino desin djstments need to e mde. Ech

pom needs test envionment o the deveopment. I the do

not yet exist, they should be set up rst.

Phse 4: cceptnce test

The implemented connection should be ofcially approved by the

end ses, which is done with n cceptnce test. I the connection

is ccepted, it cn e moved to the podction envionment.

Text: Paul Balvers

Connection pocess oes

TOPdes Cstome Thid pt

fnctionexpet

fnctionexpet

fnctionexpet

Intetionexpet

Intetionexpet

More information about connections

Wod o ie to en moe ot connections o stt o

own connection pocess? yo cn contct TOPdes to schede

n ppointment with n intetion expet. To pepe o his

her rst visit:

Me se o ndestnd the o o the connection nd

wht o hope to chieve. This is not on se when

creating the design, but also for the cost-benet analysis.

Me se thee e peope vie with nction nd

technic nowede o oth sstems. find ot who o cn

ppoint nd who o hve to hie.

Me se o instcte is onized. This mens o

shod hve test envionments o eevnt poms, n

commniction etween the poms shod e possie.


16/28

16 Project In FocUs Photoph: Robin K

is TOPdes constnt. He speciizes in technic isses.

POUyAN DADDEH

Our SaaS customers are now also TOPdesk 5 users:

all SaaS environments were upgraded in March andApril. We spoke to Erwin Botho, SaaS coordinator at

TOPdesk, beore the upgrade.

Stt s Sevice

When TOPdesk rst started selling SaaS,

we hd to ce conside the set-p we

wanted. We formed a team of about ve

peope. The te owth o the sevice ws

ept in mind, iht om the stt. as est,

we decided to invove hostin povide in

the poject.

botho hs een invoved in the SS poject

since the very beginning. The rst SaaS envi-

onment insttions wee entie mn,

he ss. This too ot o hos to com-

pete. Event the SS tem ew, nd

we stted tomtin insttions. This

edced the insttion time to two hos.

We hve impemented nme o impove-

ments since then, nd se dieent techno-

ogy. Now an installation takes only fteen to

thit mintes .

Efcient updates

Optimizin nd tomtin the technoo

we use for our updates increases efciency,

says Bothof. The rst fty environments we

pdted too o memes o the SS Sp-

pot tem n entie Std, with most o

the pdte peomed mn. We expect

upgrading ve hundred environments to TOP-

des 5 to te six memes o the SS Sp-

port team a weekend, with ninety-ve

cent o the wo ein tomted. We t

et the most ot o o hdwe in ode

perform the update as quickly and efcien

s possie. The min eson we cnnot co

pete the pde in sine d is the d

se convesion. The dtses e conve

to TOPdes 5. With the ie dtses, t

tes so on tht the pde cnnot

competed nti Snd.

le-sce commnictionnd sppotanothe inteestin spect to the pd

the e-sce ppoch to commnict

hoW We UPgraDeyoUr saasenvIronMent


17/28

PRoJeCt iN foCUsText: Pouan Daddeh

nd sppot. Cstomes e ept p to dte

thoh mi-ots, t we e so oe-

in nme o sppement sevices. fo

exmpe, we e onizin weins (ee

ho-on we coneences) nd pishin

viet o mns nd videos. We hve so

peped nowede item tht cstom-

es cn se s news item to nnonce the

pde to thei end ses.

bespoe wo is moe wo

The pde itse eqies hos o pep-

tion. One o the esons o this is the dd-ons

nd espoe wo sed SS cstomes.

In ode to ccte ssess the qntit

nd impct o this espoe wo, we se

scipts to cete n invento, ss botho.

This shows s wht is pesent nd in which

envionments. We se this invento to cete

n indiction o the time eqied to pd

nd test the espoe wo. The c

pde hs n estimted dtion o six

eiht wees.

Witin nd testin the scipts o inst

nd pdtin is done pe to pdtin

the espoe wo, expins botho. We

test netwo to peom the tests. Its

identic cop o the podction netw

with the exception o the cstome envi

ments. Once the scipts hve een ppov

we can start upgrading: rst the test n

wos in Mch, then the podction e

onments in api.

SaaS team, from left to right: Patrick Nigrini, Menno van der Bijl, Xesc Arbona, Arjan s Gravendijk, Sietse Eling and Erwin Bothof

Now aNiNstallatioN takesoNly fifteeN tothirty miNutes

en Bss n toP


18/28

Semi-nn pdte

a SS envionments e pdted t est

once e, t we stive to pdte envion-

ments withot espoe wo twice e.

SS dhees to TOPdess vesion pnnin,

eesin new vesion twice e. The SS

team waits for the rst service pack before

pdtin, so tht the cn ntee the st-

iit o the new vesion.

SS is hee to st

The SS tems ctivities e constnt ein

impoved. fo instnce, the stted sin

tomtic monitoin o the seves nd

ccompnin TOPdes envionments ew

es o. This eeps s p to dte on n po-

ems. Now, i cstome cs in to s tht thei

envionment is not nctionin pope, w

ed woin on sotion, ss botho

Menwhie, the SS tem is owin p

In the einnin thee wee on ew peo

cose invoved in the poject. Nowds,

tem compises 26 memes om dep

ments. The iest impovement is tht

whoe oniztion is ecomin moe w

tht the hve to eep SS in mind.

18 Project In FocUs

TOPdes hs 450 SS cstomes,

sin 500 envionments?

the rst SaaS customer, McDonalds in

gemn, is sti cstome?

o SS seves e sti hosted the

sme compn tht hosted o ve

rst servers?

we wi stt sin second hostin

oction this e?

the SS tem is woin hd on

getting their ISAE 3402 certication?

DID yOu kNOW

How can I make Change activities

dependent on each other

t n n, n p p,

n hp & spp b.

h n fin n n n

faq, n, tp & t n gn

nn.

a D V E r T I S E M E N T

Moe inomtion?

Visit www.topdesk.com/saas-updateo

moe inomtion ot SS o to eqe

ee demonsttion envionment.


19/28

Kitchens may seem clean at rst glance,

t smpes show tht contes in hoid

homes e oten mjo soce o ctei.

Some wee even ditie thn the toiet

set. Even the cenest hose cod se

some ext sds. The ditiest hoid

p eviewed is shoced nd pomises

impovement.

Ive hd simi shoced ections mse,

sch s wheneve I et m hot pte ot o

the cupboard for the rst time in months.

Dst nd cms somehow mne

to ccmte nde the ox. This so

hppens with the cte t. The cte

itse is wshed eve d, t sometimes I

need itchen tensi om itte deepe

down. appent cen cte doesnt

ntee cen cte dwe.

as constnt I et to te oo ehind

the scenes t vios tpes o oniztion

most eve d. Hee too some thins

are not as tidy as they rst seem. Take

popet mnement, o exmpe.

When eistein c o chne ctivit,

incoect nmin o doe bnch Cds

do not immedite inteee with di

tss. unti new deptment stts sin

TOPdes, pocesses chne o new vesion

o TOPdes is insted, tht is. Then it

ecomes ppent tht ce oveview o

nches nd ooms is ve impotnt.

I once visited cstome I ws hepin

impement the resevtions Mnement

module. One of my rst questions, whether

the hd ed eisteed thei

idins nd ooms in TOPdes, ws met

with nod. This indeed tned ot to e the

case. However, nding out that the main

building was registered under ve different

names (on ve different Branch Cards) was

less wonderful. This made nding the right

oom o esevtion qite tic.

How mn pintes e in idin X?

Does this new empoee wo t the min

ofce, the main building or the main Dutch

ofce? Such questions remain unanswered.

yo cn so imine how consin the

estin epots wod e. We hd to sot

ot the ndein isses eoe we cod

et stted with settin p the cstomes

esevtion pocess. an nexpected t

nvoide de o the poject.

Hope the hoid ps hve ened

om thei mistes nd wi eep thei

idins in ode om now on. Howeve,

it is still bad that they didnt nd out that

thei cenin ws not enoh nti it ws

too te. a pevios visitos who hd to

me thei sndwiches on conte with

moe ctei thn toiet set wi se

ee. The tth wi come ot, so comin

cen is nvoide. Hih time to tid p

those cpods nd dwes!

coMIng clean

...is sevice mnement constnt t TOPdes.

She comines he constnc ctivities with ciit

coodintion within TOPdes.

JaSMIJN MOErMaN

colUMnPhotoph: Robin KuisText: jasmin Moerman

Research shows that the cleanliness in many holiday

homes leaves a lot to be desired, says the radio newsanchor. Unortunately or me, she does not rerain rom

going into detail.


20/28

20 Project In FocUs

BehInD the scenes at the

toPDesk Beta PrograMMeTOPdesk plays an important role within manyorganizations. It is thereore important that each new

version o the sotware is as good as possible. Each

release is preceded by an extensive period o tests and

improvements. Thanks to TOPdesks beta programme,

our customers are an essential part o this process.

is technic podct constnt nd invoved

in the TOPdes et pomme.

BRAM VERHEIj

fom ph vesion to etvesionEve e, TOPdes eeses two new ve-

sions with vios new etes. In 2013, o

cstomes cn expect the iv o vesions

5.2 nd 5.3 in the second nd oth qtes,

espective. In ddition, sevice pcs wi e

eesed s mintennce to pevios vesions.

Hee t TOPdes, we pt ot o eot into

the qit o these eeses. Ech individ

pt o the sotwe is tested thooh d-

in the deveopment pocess. The nction

deveopment ends thee months eoe the

pnned eese; te this point, individ

pts o the vesion cn no one e djsted.

ate competin the nction deveopment,

the so-ced et phse stts. In this peiod,

the et vesion is tested extensive, with the

Deveopment deptment settin side time

to ddess poems nd impement impove-

ments. Once the rst tests have been success-

competed, the et vesion is insted in

TOPdess own podction envionment nd

sed intensive o vios deptments.

an poems with the sotwe din this

peiod e immedite commnicted to the

Deveopment deptment. This inpt is inco-

poted in the next et vesion, which is then

sed to peom the tests. Once the

vesion hs een in se withot n poe

for some time, the nal important part of

et phse stts: the et pomme

cstomes.

Wht is the et pomme?

Beta customers are the rst ones to use

new vesion in thei test envionment,

sometimes even thei podction envi

ment. These cstomes eedc is v

impotnt o TOPdes when competin

nal release, because the beta version is u

with vios envionment vies. Ex

ples include specic TOPdesk licence com

ntions, opetin sstems, dtse hist

nd nme o end ses. TOPdes is intee

ed in seein whethe et cstomes cn d

cove thins tht e technic, phic

o nction not p to p with the q

toPdesk BetaversioNs arestaBle aNdPerform well

s w

Photoph: Robin K


21/28

PRoJeCt iN foCUs

expected of the nal release.

The et pomme sts nme o

wees. I thee e no chnes to e mde,

the new vesion o TOPdes is mde vie

to cstomes. To ense tht this peiod

poesses smooth, cstomes who wish to

se the et vesion in thei podction envi-

onment e ssined peson contct t

TOPdes Sppot. The so eceive emote

sppot din the et vesion insttion

nd the te pdte to the eese vesion.

Cstomes who wish to se the et vesion

in thei test envionment hve ccess to the

downod nd cn povide eedc .

bet cstome in the spotiht:braIN fOrCEbraIN fOrCE hs ten pt in the TOPdes

et pomme seve times since the

stted sin TOPdes to sppot coees

nd cstomes o es o. braIN fOrCE

is copote IT sevice povide tht sp-

pots oniztions in optimizin thei IT nd

cod instctes. ano vn Tennot (IT

sppot nd ciities mne) nd See

Wol (rst line support specialist and TOPdesk

ppiction mne) wee oth invoved

in the et pomme, s Vn Tennot

expins. We me sotwe, so we now

how impotnt it is to hve cstomes te

pt in the deveopment o new vesions. b

tin pt in the et pomme, we wee

able to benet from new features and bug

xes earlier than ever before .

braIN fOrCE tes poession ppoch

to impementin the et vesion. ate the

test envionment insttion, we et seve

intensive TOPdes ses see i the encon-

teed nthin tht wod hinde thei di

tss, ss Wo. We hve neve n into n-

thin tht dispted o woin pocess

we cod inst the et on o podct

envionment qite qic. In o expeien

TOPdes et vesions e ste nd peo

we. Vn Tennot contines, bec

braIN fOrCE mes sotwe, we e

spised sm impeections in

vesion. In sch cses, it is et tht TOPd

Sppot povides sch exceent idnce

we miht not e e to te pt in ev

pomme. This ives s the eein t

o inpt is ten seios o impovin

event eese. an dded ons om h

in moe eqent contct with TOPdes S

pot din the et pomme is tht

et tips nd ides ot tiizin TOPde

possiiities.

Text: Bram Verhei

we were aBle toBeNefit from Newfeatures aNd Bugfixes earlier thaNever Before

an n tn

Arno van Turennout and Serge Wol at BRAIN FORCE


22/28

Impoved sevices with the SSDa ood se sevice des (SSD) is oten the peect sotion o oniz-

tions tht wnt to move owd nd poessionize thei sevices. It is

n essenti pt o n sevice mnement too nd ets o coect

qestions nd eqests in sine sstem. becse the SSD chnnes

the inomtion o o, the sevice deptment no one hs to coect

the data and can focus on its core tasks. Customers also benet from

the SSD, ecse the now exct whee the cn o thei qestions

or requests. If the tool has a knowledge base or FAQ, customers can nd

the nswes to thei own qestions. Whts moe, mnes cn esi

eep n ee on thei sevice eves, nd step in i necess.

The SSD ets sevice deptments shoten the ines o commnict

with thei cstomes, enin them to hep coees moe qic

Even i thee is not n immedite sotion o the oed poem, c

commniction wi impove cstome stisction. Ces cn t

the stts o thei c in the SSD, nd the ws now whee t

stnd. Qic sppot is impotnt, t nowin tht someone is wo

in on o poem is jst s essin.

The SSD o the sevice deptment

Poems tht sevice deptments de with cn e citic t times

these cses, it is impotnt o oth the ce nd the opeto tht

problem is processed as efciently as possible. Are there critical m

nctions to impotnt compn sstems? ae the cenin, techn

sevices nd ctein onized pope? Do esevtions n smoot

nd do visitos eceive wm wecome?

Displaying accurate messages via the SSD is the rst step in the ri

diection. an SSD is ws vie, s opposed to technic sevi

st who e not ws on-site. and i o eceive n emi with d

tion inomtion ot the c, thee miht sti e detis missi

This mens someone hs to c the cstome te , which t

time nd the c is pt on hod. The SSD povides one oction th

ws vie.

The SSD is ive now wht?

a se sevice des is s oht nd insted with ot o ent

sism om the sevice deptments. Evethin seems to wo tech

c, t thee is no sin o the pevios mentioned dvntes. W

The nswe is simpe: the se sevice des cnnot e sccess nt

is ct sed nd consideed impotnt within the oniztion.

Peope e ectnt to chne the w the wo. The cnnot

the dvnte o new too, o the step to ct stt sin t

too is too i. Most oniztions e we o this nd t to m


coMMUnIcate yoUr

ssD to sUccess!A sel service desk could be the perect solution or your service department.

However, it is important that your employees use it and continue to do so in

the uture. This article provides a number o tips or setting up a successul

sel service desk and the key lies in communication.


23/28

vte thei empoees. In pctice this is oten done emi, mes-

se on the intnet, o speci onized intodction session.

This works at rst, but is also easily forgotten. The organization then

etns to the sittion when it needed to impement se sevice

desk in the rst place.

Commnicte!

The e to sccess sin the se sevice des ies in commnic-

tion. This mens o shod conside o empoees cceptnce o the

SSD even eoe the impementtion o the se sevice des.

How e we oin to hnde the impementtion nd pomotion o

the SSD within the oniztion? How e we oin to in the ccept-

nce needed to innovte the compn pocesses? The nswe to these

tpes o qestions is not: lets send eveone n emi. It is impotnt

tht o s qestions ot the te SSD ses din the impe-

mentation. Who ts the company prole and our target groups? But

also: what is the specic aim of the SSD? Implementation and commu-

niction stte o side--side.

Choose o podcts

It cn e se to speci the os o the SSD t n e ste. The

os cn e dieent o eve oniztion: esin the pesse on the

sevice des, moe intention SSD ses who commnicte thoh

the sme chnne, etc. Once o hve set o os, o cn seect the

podcts with which o wnt to sppot these os. fo instnce:

postes, destop cd, ttoi o sceensve, o n det.

a ood w o intetin the SSD in o oniztion is chnin

the intece to mtch o oniztions copote identit. This ets

o pt o m on the too nd mes it econize to the end

se. yo cn se o in-hose metin o commniction dept-

ment o this, o s speciized enc.

Commnicte in phses

It is impotnt tht o contine to commnicte din the ph

o the SSD impementtion. beoe the SSD oes ive, o cn ocs

nnoncements ie: Comin soon: the SSD! Once the SSD is ive,

chene to ctivte the tet op with dieent tpe o co

mniction. lte on it cn e se to contine commnictin

eminde, eepin o empoees motivted to se the SSD. It is imp

tnt to me se the SSD not on oes ive, t so does not ose

momentm.

Mese the os nd djst i neededI o nse pomotion pocess pope, o cn chec whethe

os e ein met. In othe wods: o cn see whethe o comm

niction pn hs ested in etn on investment. Thee e m

toos tht ete epotin nctionit. yo cn step in i necess

nd out where the problems are (which departments do not yet use

SSD?) and initiate a specic campaign. Your SSD will remain a succes

Timme Hos and Stefanie Klaassen work at TOPdesks Communication

Design department, and for Design Agency DDC: an agency specialize

self service desk promotion.

PRoCess ANd PRACtiCeText: Timme Hos & Stefanie Klaassen

the ssd shouldNot oNly go live,But also keeP itsmomeNtum

Communicate in phases, like with

these types of posters

Keep track of your HR calls in the Self Service Desk

We are all onthe right track!

Poweredby

Are you ready for theHR Self Service Desk?

Poweredby


24/28

24 woRkiNg sMARteR Photoph: Robin K

TOPdess pocess cds et o eiste time spent nd costs. Doin

so heps o cete oveviews o how mch time nd mone ws

eqied o incidents nd poems, o poject, chne o opetion

ctivities. yo cn op these e nmes pe mode with the

stndd epot wizds nd widets.

Opeto time eisttion

I o wish to epot on spent time, opetos mst eiste this

on pocess cds Time reisttion t. yo cn dd new time

eisttion sin the Ente Time Spent icon in the top et cone

In the pop-up you can register time spent for a specic operator or

opeto op. yo cn so ntedte the time spent eisttion.

gaIn InsIght IntotIMe sPent anD costs

is n inomtion coodinto t TOPdes. He speciizes

in technic isses nd optimizin pocesses.

PATRICK MACKAAIj

The Spent Time and Costs add-on lets you create a single

overview o time spent and costs rom several modules. You

can use this overview as the basis or passing on costs and

discussing services.

A report displaying spent time and costs


25/28

Cetin the epot

To in insiht into o tot spent time nd costs, se the Spent Time

nd Costs dd-on, vie in Dtch, Enish nd gemn. Initite the

epot vi:

http://[TOPdesk server name]/tas/secure/spenttime

The epot oows the sme steps s the TOPdes repots Wizd.

Step 1. Seect the peiod to epot on, nd speci whethe o not to

incde chived incidents.

yo cn so se the epot on seection. The seection men ops

seections pe mode. The epot disps the mode to which the

seection ppies. yo TOPdes ppiction mne cn set p the

module prexes on the server.

Step 2. Tic the modes o which o wnt to op the dt.

The S ve is detemined sed on the ho te o the

opeto (op) invoved t the moment o time eisttion.

I o sed the epot on seection in Step 1, o e on e

seect the ves. This is ecse seections e ws imited to

specic module.

Step 3. It is so possie to op the e nmes pe peiod o

on popet, sch s nch, cost cente o deptment. yo cn

se ee sechists to epot on poject eve, o instnce. The de

nme o opin eves is thee, t o TOPdes ppiction

mne cn expnd this to ten. yo wi e e to cic on ops t

ccess moe detied oveviews.

Step 4. Indicte whethe o wish to cete dnmic o sttic t

With dnmic te, o cn cic thoh opin eves. Sttic

tes disp dt in sine oveview, nd e intended o exp

to Exce o PDf.

resin epot settins

I o wish to se the oveview o tot spent time nd costs on

e sis, it is se to dd shotct to the dd-on url to

TOPdes. yo cn se the Qic lnch b on the et side o the

sceen, o the widet on Mode Pe o Dshod. It is so

possible to set up the shortcut so that it automatically lls in the

steps o the epot.

The url t the ottom o the eneted epot ets o cete the

exct sme epot in, withot hvin to se the wizd. Cop th

url nd dd it to the Qic lnch b. removin the einDte n

endDte pmetes om the url wi cse TOPdes to s o the

time peiod when o se the shotct.

yo cn so n thoh steps ech time cetin shotc

to the dd-ons min pe. I o oten seect the sme options in th

epot, o TOPdes ppiction mne cn eiste these option

on the seve. The epot wi seect the coect options, t o wi

e e to chne them when nnin thoh the steps.

woRkiNg sMARteRText: Patrick Mackaai


26/28

26 woRkiNg sMARteR

activtin time spent nd costs eisttion

In TOPdes, o cn (de)ctivte the eisttion o time spent nd costs pe mode. To do

this, o to Settings > Module Settings o the mode in qestion nd tic the option Time

Registration > Use Time Registration. You can make lling in the time spent mandatory and

hve TOPdes s o time eisttion t oic moments in the pocess.

To eiste costs, tic the Costs nctionit pe cd tpe. fo instnce, this cn e done

vi Settings > Module Settings > Call Management > First Line Calls > Functionalit block >

Costs. I o wish to incde chnes in eisteed costs nd the ho te o n opeto

(op) in epots, it is impotnt tht these e ecoded pe cd. To do this, o cn se

the dd-on to cete (nd emove) the eqied events nd ctions. This is done on the

oowin pe:

http://[TOPdesk server name]/tas/secure/spenttime/install

The stndd settins o the Spent Time nd Costs epot steps cn e set p vi the

TOPdesk server, in the bespokeworkresources\spettime_settings.properties le.

Here you can specify the prex for selections and tick the related modules. You can

so expnd the nme o opin eves to mximm o ten.

Editoi

Wnt to comment? go to

www.topdesmzine.com

The TOPdesk Magazine coves sjects

tht e topic in the wod o

poession sevice dess in IT, ciities

nd othe sevice povidin oniztions.

TOPdes Mzine is intended o

mnes, sevice des empoees,

ciities oniztions nd eectonic

cit concis none who is invoved

with sppotin cients on di sis.

This concens oth the pocesses nd the

technoo ehind these sevices.

TOPdesk Magazine is TOPdes

piction

Te: +44 (0) 207 803 4200

Emi: [email protected]

Chief Editor: Niene Dess

Editors: Niene Dess, Timme Hos,

Stenie kssen, Mio Sntese

Translators: leh Ce, Nico vn

de Vede

Contributors:P bves, Pon

Dddeh, Iene kij, Jsmijn Moemn,

Ptic Mcij, bm Veheij

Laout: loise vn de l

Photograph: ad Hooendoon,

roin kijs

Cop editor: Nico vn de Vede

a pint n o 6,000

Qte mzine

lnes: Dtch, Enish

TOPdes dd-ons

TOPdes oes Entepise cstomes nme o dd-ons to ddess qestions

eevnt to seve cstomes. add-on insttion s hppens nde

spevision o TOPdes constnt, who cn povide inomtion nd te ce

o the initi set-p. yo cn eqest the Spent Time nd Costs dd-on vi the

TOPdes Extnet.


27/28

a D V E r T I S E M E N T

want to make the most

of Your organizationsself service desk?

A successful SSD starts with a successful promotion!

Please feel free to contact us to discuss the possibilities

of your Self Service Desk promotion.

The more your end users use the SSD, the more time andmoney you will save. After a successful promotion, the number

of calls logged in the SSD increases by 40% on average!

One of the animated manuals for Waternet

Desktop card with easy-to-followsteps for Waternet

t +31 (0)15 270 09 60

e [email protected]

w designagencyddc.com


28/28

28 klant In BeelD

tips + tricksMi impotDid ou know:

the mi impot cn so cete nd pdte chnes?

the mi impot cn so se IMaP on SSl?

the mi impot cn so e sed in comintion with

Ofce 365?*

you can have the creator of the card lled in?

o cn hve the ceto o the cd tie n event

o epsed time (sch s tomtic sendin

eisteed emi)?

* Contact TOPdesk Support for more information.

Impementin mn chnes t onceTOPdes hs tic tht ets o pp the sme chne to

100 cds with sine cic. This wos in vesions o

TOPdes. Simp oow these steps:

1. Create an HTTP request* for the desired change.

2. In the Event Mnement mode, in this HTTP eqest

to n ction tht tes pce o the event move to this

cd tpe om n chived cd.

3. Cete seection o the cds o wish to djst nd

chive them.

4. Cete seection o the desied chived cds nd

ctivte them.> The HTTP eqest wi now e n nd the cds wi e

chned.

Pese visit the TOPdes Commnit o moe inomtion

nd step--step ide:

https://communit.topdesk.com/showthread.php?t=1337

* The HTTP request manual is available in the Event

Mnement mode mn on the Hep & Sppot site

(PDf).

TOPdesk UK limitedt +44 (0)20 7803 4200e [email protected] www.topdes.co.

TOPdesk Nederland BVt +31 (0)15 270 09 00e [email protected] www.topdes.n

TOPdesk Deutschland GmbHt +49 (0)631 624 00 0e [email protected] www.topdes.de

TOPdesk Belgium bvbat +32 (0)3 292 32 90e [email protected] www.topdes.e

TOPdesk Magarorszg Kft. (Hn)t +36 1 301 0190e [email protected] www.topdes.h

TOPdesk Danmark A/St +45 7015 7500e [email protected] www.topdes.d

Date post:	14-Apr-2018
Category:	Documents
Upload:	topdesk
View:	226 times
Download:	0 times

TOPdesk Magazine 2013 issue 2

Documents