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Taking your organizations maturity to the next level / Ask your customers for feedback! / Working more efficiently with linked systems /
Editorial Editorial
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The TOPdesk Magazine covers subjects that are topical in the world of professional service desks in IT, facilities and other service providing organizations. TOPdesk Magazine is intended for managers, service desk employees, facilities organizations and electronic city councils anyone who is involved with supporting clients on a daily basis. This concerns both the processes and the technology behind these services.
EDITORIAL
TOPdesk Magazine is a TOPdesk publication Tel: +31 (0)15 270 09 00 Email: editorial@topdesk.com Chief Editor Niek Steenhuis Editors Nienke Deuss, Claudia Funk, Timme Hos Translators Nicola van de Velde, Hazel Hollis Contributors Kim den Brok, Kirsten Crown, Jildert de Groot, Rob Haaring, Tiago Krommendijk, Patrick Mackaaij, Jasmijn Moerman, Annemarie Moeijes, Gkhan Tuna Graphics Joost Knuit, Louise van der Laak, vanderSchaaf/Hoogendoorn Layout Elise Kerner, Dutch Designers Collective Photography Ted Erkkila, Aad Hoogendoorn Website Timme Hos
Contents May 11
4 6
10
On the line:
Ask your customers for feedback!
Blackbaud conducts customer satisfaction survey
12
Trends:
Taking your organizations maturity to the next level
17 Column: The things you can learn from a four-year-old 18 Little things can make a big difference
Learn all there is to know about Computer Telephony Integration (CTI)
10
20
22 12 24
Work smarter:
Working more efficiently with linked systems The benefits of collaboration in TOPdesk
Tips + Tricks
News
TOPdesk in European Top Growth Companies 2010
TOPdesk has been awarded 52nd place in the list of Europes Top Growth Companies 2010 by Europes 500, a non-profit organization for entrepreneurs. This is the highest position to date that TOPdesk has been awarded in Europes 500, demonstrating that successful entrepreneurship and strong growth go hand in hand at TOPdesk. Wolter Smit, TOPdesk CEO, was already announced as one of the nominees for the prestigious title of Entrepreneur of the Year 2010. A number of TOPdesks customers also made the list. TOPdesk would like to congratulate its customers on their success. About Europes 500 The list of Europes 500 comprises the 500 fastest growing companies within Europe. Companies on the list must have an entrepreneurial management team, must not depend on other companies and must have at least 50 full-time workers. Europes 500 looks at the relative growth in the number of employees (the number of jobs that have been created) over a period of five years. Europes 500 was founded in 1996 and currently represents over 2,300 growing organizations throughout Europe. The aim of the organization is to stimulate entrepreneurship and growth, and in doing so to create job opportunities within the European market.
4 NEWS
On Thursday 17 March 2011, the annual itSMF congress took place in Antwerps Metropolis. TOPdesk was invited to be part of the programme of this years busy event, of which the theme was Leadership leads the way. The presentations by TOPdesk were received with great interest. Kevin Bruin, consultant at TOPdesk, gave a presentation on the interpretation of KPIs. The mini session held by Nancy Van Elsacker, managing director of TOPdesk Belgium, was also a great success. She used three case studies to demonstrate how an ITSM tool can improve collaboration between departments, leading to increased efficiency and reduced costs.
September
Scottish Learning Festival 21 &22 September | SECC, Glasgow
THE NETHERLANDS
June
TOPdesk HR Themed Session 7 June | Media Plaza, Utrecht
BELGIUM
Champagne Demo Days
Back by popular demand: TOPdesk will again be hosting Champagne Demo Days at the TOPdesk office at London Bridge on 16 and 17 June. Every attendee will receive a free bottle of bubbly and have the opportunity to ask questions. Attendance is free. For more information, call us on +44 (0)20 7803 4200 or send an email to info@topdesk.co.uk
September
itSMF Tooling Event 22 September | De Montil, Affligem, Brussels
October
TOPdesk Demo Day 13 October | TOPdesk office, Antwerp
NEWS 5
Trends
TEXT:
The level of personal contact between the internal customer and the facilities employee is under increasing pressure from digital tools, such as Outlook, Excel, smartphones and supporting software such as CAFM. Tools like these are often implemented to support and improve service levels. But what often makes the job of a facilities employee, caretaker and receptionist most attractive in the first place is being in direct contact with the customer. The challenge is to maintain customer relations and use digital tools diligently while simultaneously remaining focused on the customer. This is an inspiring challenge, but how do you manage it? The key to implementing successful customer-oriented methodology, without losing contact with your customer, is to develop a harmony between people and systems. It is possible to implement a system in such a way that contact with the customer actually improves. On the following pages, you can read tips on how to improve the customer focus of your facilities department by using CAFM, while still maintaining contact with your customers.
BEING IN DIRECT CONTACT WITH THE CUSTOMER IS WHAT MAKES THE JOB ATTRACTIVE
TRENDS 7
TIP 1: TEAMWORK
Customer-oriented working methods can be compared with team sports, in which the team strives to reach a common goal. At a facilities department, insight into the departments various responsibilities is essential. One important distinction we often see is the differentiation between a front office and a back office. Both parties should be aware of each others tasks; the front office should know which specific information the back office will need from the customer. This information will make it easier for the back office to do their job, which results in a quicker customer support. When a customer reports the malfunction of a piece of equipment, the front office must ask the customer for their exact location, so that the mechanic (back office) knows immediately where he must go to perform repairs. For this reason, it is important to register all questions asked and activities carried out in the action field of a call card. There is nothing more annoying than a customer who cannot be helped due to a missing piece of information concerning their call. Collaboration within the department is therefore paramount. Teamwork is also about exchanging knowledge. The knowledge base in TOPdesk is an incredibly practical tool designed to help employees share knowledge with each other. In this way, people do not need to reinvent the wheel every time the same question is asked. The structure of the knowledge base should be clear and concise so that information can be found easily; and information within the knowledge base should be kept up to date.
TIP 2: SURPRISE!
Besides collaboration, the customers expectations and experiences are just as important in influencing procedures. For this reason, it is important to find out what the customers expectations are. But how do you find out what your customers really want? One helpful resource is a customer satisfaction survey that focuses on the departments services. You can use the Survey Module in TOPdesk to do this. Results from this kind of study tell you how customers experience your services, and where improvements can be made. Keep in mind that measuring customer satisfaction alone does not mean that things have changed; the trick is to translate the results into effective and realistic measures. We may even ask ourselves whether fulfilling the customers expectations really is enough nowadays. It seems to have become the most normal thing in the world to meet customer requirements; however, the customer will only be really impressed when their expectations are exceeded, and the best way to exceed their expectations is to surprise them! If you are in danger of not meeting an agreement, for example, you should get in touch with the customer, explain the situation and try to provide a temporary solution. Instead of an angry customer, you will see that they are happily surprised. You can also exceed expectations through accurate visitor registration. We have noticed that in practice, a lot more can be achieved in this area. It occurs regularly that a visitor is not registered on time, meaning that there is no visitor pass or parking space ready for their arrival, or that the visitor must endure a long wait for their contact person. Automate this process with the Visitor Registration module in TOPdesk. In this way, the reception is always fully informed about expected visitors. You could even hang up an information screen in the reception lobby on which you project the names of expected visitors (make sure their name has been spelled correctly!) with the corresponding room number. TOPdesk has developed a free add-on with which reservations in TOPdesk can be displayed on a screen. For more information about this add-on, please contact our TOPdesk Support department or your consultant. This attention to detail gives you the power of surprise. The best arrival is when the customer does not even have to mention his name, but is instead greeted with Good morning Mr. Smith, weve been expecting you. Mr. Jefferson will be with you in a few minutes. Can I offer you something to drink?
8 TRENDS
TIP 3: COMMUNICATE
Exceeding expectations can only be successful if there is good communication. Many organizations hear complaints of people not being informed about the progress of their question or malfunction (call). You can prevent this by automating your communication flows. Use TOPdesks Event Management module to send emails automatically after important events, such as immediately after registration or closure of a call. Do your best to answer the most frequently-asked questions in these emails; for example by specifying the expected duration of the call. If you use the Self Service Desk, remind your customers of this in the emails you send to them. In TOPdesk you can place a hyperlink to the corresponding call in the email (see explanation), which allows the customer to access the call and view its status with one click. Additionally, specify whether the customer was satisfied with the solution that was offered before closing the call. A support department must be accessible at all times, preferably through a variety of communication channels. Customers can find this challenging, particularly in the early stages of a digital self service desk. Besides a digital service desk, you may wish to schedule walk-in hours every week, enabling personal contact with the customer to continue. During walk-in hours at the front office, you can provide your customers with face-to-face information, explanation and reassurance. It is important that your departments appearance remains recognizable; the front office is important for your personal contact.
You can refer to the Self Service Desk of TOPdesk in an email by including the following URL: http://IP ADDRESS: port number/tas/public/index. jsp?jspurl=/tas/public/incidentpublic&unid=[-UNID-] You can retype this URL, but you can also copy and paste it from http://www.topdesk.com/en/magazine
Finally
These tips, combined with the correct application of TOPdesk, will help your department become more customer-friendly. The most important means to doing this are collaboration, communication with the customer and being able to surprise them. You dont need to implement all these changes in one go. Take it one step at a time, and improve your services slowly but surely; pulling your hair wont make it grow faster!
TRENDS 9
On the line
Keeping your customers satisfied is the primary task of a service desk. But how do you stay on top of your game? In this edition of On the line, Blackbaud will answer exactly this question.
Administrative tasks are often time-consuming and prone to errors. For this reason, both non-profit organizations and profit-driven companies frequently outsource these tasks to specialists such as Blackbaud. Blackbaud provides non-profit organizations with CRM software and services tailored perfectly to every aspect of their customer-oriented business processes. This software enables fundraisers and member organizations to map out exactly how charitable their donors are and allows them to set up targeted marketing and communications campaigns. Linda Bouman, who is an experienced consultant, was appointed service desk manager at Blackbaud two years ago. The Blackbaud office in Almere, The Netherlands, currently employs 30 people, five of which are service desk employees. The employees not only provide support for using the CRM system; they also offer a number of supporting services, such as importing bank payment files, creating and sending collection files to the bank, importing (prospect) files and exporting database selections.
10 ON THE LINE
Customers of the service desk focus primarily on the response time and duration when resolving a problem - areas in which Blackbaud recently made some significant progress. Our most recent customer satisfaction survey, which we conducted just a few weeks ago, resulted in a much higher score than 18 months ago, explains Linda. Our customers often have to meet tight deadlines regarding campaigns and mailings, and we should be able to join them in the pace at which they work. We cant change their deadlines, but we can work on our own response time. Although response times are usually fairly short at Blackbaud, it can still prove difficult to offer customers a quick and technical solution. Sometimes, it may take a little longer than expected to retrieve certain data. It is then important to communicate this delay to the customer well in advance, as any waiting times can involve a considerable amount of money. The message might not always be positive, but at least youve informed the customer in good time so they know what to expect. This can prevent frustration on the part of the customer and enables you to maintain a sense of calm within the department. Just make sure you inform others of what youre doing to meet your commitments.
ON THE LINE 11
Trends
TEXT:
A service organization wanting to improve their service levels often uses a combination of various frameworks to do so. Existing frameworks for IT service management often focus on the desired outcome for the service organization. Countless books and articles analyze which processes play a part in this and how they are related to each other. In the previous edition of TOPdesk Magazine, Sander Jerphanion presented the best practice framework, ITIL v3 as one such example. This framework distinguishes between almost 40 processes that an organization can implement, whereby each process must fulfil certain requirements. ITIL v3, however, does not define how an organization should actually achieve its goal; and thats exactly what often causes headaches for service organizations. In practice, it is not possible to implement all aspects of ITIL v3 successfully in a short period of time. Its more important to point out that most successful organizations have gone through a very long
12 TRENDS
TRENDS 13
CMMI
The abbreviation CMMI stands for Capability Maturity Model Integration and is the name of a model originally aimed at evaluating government suppliers who were leading a software project. Even though it originates from the field of software development, it is used as a generic model to test the maturity of processes (e.g. ITSM processes) in serviceoriented organizations.
The first level concerns the service organization (or department) as a whole. Whereas other frameworks simply describe an ideal situation or final stage for organizations, the SDM outlines five different stages of growth. These growth stages (see diagram 1) describe how a service organization can develop from an ad-hoc organization into a customer-focused organization. 1. Awareness and control Employees should be made aware of their position within the service organization and the three basic processes (Configuration Management, Communication Management and Incident Management) should be set up. 2. Managing the basics The three basic processes should be optimized in order to effectively manage these processes on an operational level. Additional processes are introduced, such as Change Management and Problem Management.
ISO 20000
ISO 20000 is the first international standard for IT Service Management. This standard consists of two parts. The first part describes the minimum specifications for introducing the application of an integrated process approach. The second part is viewed as a code of practice; it describes best practices for service management.
Process introduction
Process optimization
ITIL
The abbreviation ITIL stands for Information Technology Infrastructure Library, which describes the setup of processes within service providing organizations. ITIL can give processoriented organizations a boost in quality. A proper application of ITIL can ease existing pressure points within service management, stimulate methodological procedures and introduce a common terminology.
STEP 1
14 TRENDS
3. Internal Excellence The goal for this stage is to optimize your organizations internal performance. The processes discussed in step 2 should be optimized and new processes such as IT Service Continuity Management and Access Management are introduced. 4. Service Focus Firstly, the processes introduced in step 3 are optimized. Once this has been completed, the organizations internal performance will be incredibly solid, and the time has come to focus on service levels and collaboration. Implementation of Service Portfolio Management and Service Level Management begins here.
5. Service Excellence Collaboration with the customer is improved by optimizing the processes introduced in step 4. An essential part of this is fulfilling the agreements made with the customer. The sequence in which these processes should be introduced is based on years of experience gathered by service management consultants at thousands of service organizations. It is particularly important to optimize the current processes in each growth stage before introducing new processes. For example, introducing the Problem Management process is of little value if the Incident Management process has not yet been optimized.
DIAGRAM 1
Control Management
Configuration Management
Incident Management
STEP 2
STEP 3
STEP 4
STEP 5
customer situation
TRENDS 15
DIAGRAM 2
TION STRATEGIC DIREC UNICATION EXTERNAL COMM UNICATION INTERNAL COMM ECTION OPERATIONAL DIR ROLES IONS WORK INSTRUCT CEDURES PRO & SS CE PRO
Management is in good order, Configuration Management has been implemented but has not been optimized, something is being done with Capacity Management and SLAs have been defined that are not entirely achievable. In a bid to improve the level of service, the organization has focused on processes from different maturity levels, and as such has skipped many of the essential steps in the processes. In this case, we would advise the organization to leave SLM alone for the time being and to focus on implementing processes such as Configuration Management, Knowledge Management and Capacity Management. Only when they are well managed can you progress to the next stage.
Audit
To help organizations on their way to the next development stage, TOPdesk offers several services aimed at piecing together a picture of the service organization. One such service is a short scan. In one day, we perform a quick analysis of the service organization and give advice about which steps to take to improve service levels. Additionally, we can gain an in-depth understanding of the organizations maturity by performing extensive research into the two levels described in the Service Development Model. The organizational scan is designed to determine where the organization stands at that point in time: what is the maturity level of the organization as a whole and which processes should logically be focused on first? Next, a process maturity test will provide insight into the maturity level of each process. Any gaps discovered in the process are identified, and recommendations are made as to how to raise its maturity.
What next?
This service development model helps service-oriented organizations raise their service levels. This doesnt happen all at once, but step by step. And thats exactly where the strength of this model lies. It gives organizations not only a tantalizing goal, as do the various theories, but also the concrete footholds needed to realize these abstract goals.
16 TRENDS
Column
Yes, but why?
I was recently asked this question by a four-year-old child, who continued to repeat the question about twenty times in the course of several minutes. This leaves you with not only a difficult conversation, but it also sends you into a deeper train of thought. Then the other day, when I was giving a Reporting with TOPdesk training, I realized that reports are not much different. A report leaves you with questions, which lead to another report, which in return is the basis for the next report, and so on. Its a shame that many organizations consider reports to be a necessary evil; a few attractive colours and diagrams on a piece of paper, or a way to delegate your responsibilities. The report is often seen as the final result of the process; This is what weve done, and these are the results. A report, however, is only just the beginning! If you are a service-providing organization and want to stay ahead of the competition, or if you want your service department to start working more professionally, then a report on your performance is the place to start. A report can provide an overview of the number of calls logged by your department, or the average duration of processing a call. In the first example, the report could be interpreted in various ways. For example, is it a good sign when the number of calls has increased as this could mean that customers can find us better? Or is it better to have fewer calls because apparently our product has improved? To find out the answer to these questions, its interesting to know whether the number of individual callers has increased, or whether the same group of callers simply logs more calls. And if this group of callers does log more calls, do these calls all concern the same topic, or do the callers all have varied queries and problems?
TEXT:
ANNEMARIE MOEIJES
is a consultant at TOPdesk and has years of experience with implementations and changes within diverse organizations.
Small time-savers
TOPdesk has been using its own CTI module for a little over a year now. Before you start using it, you might wonder whether its really such a bother to manually type a callers phone number, says Roland. In practice, however, it appears to be a different story. Having to
type the entire phone number every time someone calls can get quite tedious, explains Roland, especially if youre on the phone all day. The CTI module enables you to select a random (telephone) number in any possible text box of a website or document with your mouse. You then simply press the F8 key and youll be connected to the selected number. Because our Support department deals with Dutch, English, German and other international calls, you would normally have to leave out the nought in the telephone number. The CTI module can detect these noughts and removes them automatically. According to Roland, the advantages of the CTI module can each be considered small timesavers. In the worst-case scenario, you might spend a couple of minutes dealing with each call. The CTI module can really save you a lot of time, particularly when dealing with special cases, such as putting a caller through. It not only saves you time, but you are also less prone to making errors when you dont have to enter each number manually. The CTI module prevents you from making crucial mistakes.
++ Outbound calls are easily made with just one press of the F8 key ++ Outlook integration provides immediate insight into your
colleagues availability
difference
The CTI module can also act as a useful tool for you and your colleagues. For example, when a colleague rings your number to put someone through to you, TOPdesk will display the names of both the colleague and the caller. This is extremely useful, says Roland. You can then say: Thanks John, put them through!. When a customer rings the service desk, the same pop-up message will appear on all your colleagues screens. In this way, they can better anticipate the needs of the caller and the right service desk operator can pick up the phone; for example when he or she is the designated contact person for that caller. This spares you the trouble of putting the call through yet again.
When the phone rings, the pop-up screen will display the callers photograph and details
request for change or reservation request. During a call, TOPdesk will fill in some of the required contact details automatically in the incident. If someone dials a wrong number or calls the wrong department, for example, you can click on the pre-filled incident and mark the call as wrong number with just one click of the mouse.
Interested?
To find out how the CTI module can maximize your service desks efficiency, please contact TOPdesk.
19
Work smarter
TEXT:
PATRICK MACKAAIJ
...is a consultant and team leader at TOPdesk. He specializes in technical issues and optimizing processes.
Customer
HR system CRM system MSSQL Oracle LDAP Access
<xml> <script/> </xml>
Application
System Management tool System Monitoring tool
Database
Excel CSV PostgreSQL
Export of view
Database
Foxpro MSSQL Oracle
Application
TOPdesk IS, CS, ES
20 WORK SMARTER
Via a staff, account management or system management link, you can automatically and periodically import data into TOPdesk. It will take one or two days of support from a consultant to implement these links. The consultant will work directly with either the supplier or database manager of the source application. If the source details need to be registered more accurately or extensively, organizational authorization will be required.
WORK SMARTER 21
More and more organizations are striving to make their crossdepartmental processes more efficient. In the next three issues of TOPdesk Magazine, you can read practical examples of how your HR department can work with other departments more efficiently in TOPdesk.
Would you like to know more about TOPdesk for HRM? Visit www.TOPdesk.com 22
HRM is the process of working with people, but often the administrative hassle leaves you with no time to spare. TOPdesks call and workflow system can improve your efficiency, giving you more time to focus on your colleagues.
Attend one of our seminars in London on 16 and 17 June or in Antwerp on 13 October to see what TOPdesk can do for your organization. For more information, call us on +44 (0)20 7803 4200 (UK) or +32 (0)3 292 32 90 (Belgium)
HR Services Simplified
SLIMMER WERKEN 23
tips + tricks
Outlook macro Move to TOPdesk
The Email Import module imports emails automatically from one or more email addresses into TOPdesk, and registers them as an incident. With this in mind, many companies have created a general service desk email address. In reality, however, customers often dont send their call to the general email address, but to the personal email address of a service desk employee. These calls are therefore not imported into TOPdesk. To make processing these calls easier, a customer of TOPdesk has created a macro in Outlook called Move to TOPdesk: We use a macro in Outlook that immediately marks an email as unread and moves it to a folder where it will be read in by TOPdesk. We have placed an icon for this macro in the Outlook menu bar. Now you can move an email to TOPdesk with just one click. For further information on how to install this macro, please contact the Support department.
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Copyright 2011 TOPdesk UK limited. Although this magazine has been produced with the utmost care and attention, the writers cannot be held responsible in any way for any damages that may occur due to errors and / or deficiencies in this publication.