merging desks: shared service management at sdi 2015
TRANSCRIPT
Purpose of the research
· Wanted to see the exposureand adoption rates
· What are the obstacles thatthey face
Merging Desks: Shared Service ManagementWolter Smit, CEO TOPdesk
Sumit De, Senior TOPdesk Consultant
“Google Effect”
OF ORGANISATIONS SURVEYED HAVEMORE THAN ONE SERVICE DESK90%
Network account, Badge, Working Place, MobilePhone, Laptop, Company Car, etc...
More than 80% of new employeesin my organisation
on their first day...have everything
OF SERVICE DESKS RECEIVE BETWEEN 3%-12% OF CALLS THAT ARE MEANT FORANOTHER SERVICE DESK
55%
OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55%
Is it on the agenda to merge services from other desks
45%: ‘No current plans’
16%: ‘Within the next 3 years
17%: ‘Within the next year’
10%: ‘Within the next 6 months’
12%: ‘Already have’
WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OFSERVICES FOR CUSTOMERS
STREAMLINEPROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS
Cost savings
• Educational advantages– Student journey
• Payroll savings– First year £287k (reducing duplication)
• Procurement savings– First year £175k (collaboration & leverage)
• Service improvements
What is keeping you?
WHAT ARE THE LARGEST HURDLES?
Turf Wars
They’re fun till someone gets hurt
So… Now what?
Think Big….
Start small
NothingShared
SharedPortal
Efficiency
Qu
alit
y
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
Shared Service Desk
One Phone Number
“0121”
Shared Front Office
Facilities IT
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
SharedProcess
IT SLA FM SLA
SharedTool
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
SharedProcess
Payrolling
SharedTool
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
SharedProcess
SharedDepartment
WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OFSERVICES FOR CUSTOMERS
STREAMLINEPROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS
Think Big….Start Small!
