service catalogue workshop - topdesk on tour 2015

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Service Catalogue Workshop

Petra Overweel


Today’s Programme

· Introduction to the Service Catalogue

· Workshop – 30 minutes

· Tips & Conclusion


What is a Service Catalogue?

· Collection of services

· Display window


What is in it for...

...the customer· Services overview

· Terms & Conditions

· Track & Trace

· FAQs

...the service organisation· Provides clarity

· Manages expectations

· Market your services

· Justifies existence


Online Store


Why an online Service Catalogue?

· Request straight away

· Clear Terms & Conditions

· Track & Trace

· FAQs

· 24/7 self service


Online Store Content

· Description

· Terms & Conditions

· Order procedure

· Delivery terms

· Availability Service Desk


Online Store Content


Workshop

· Form a group

· Create a service catalogue

· Present the results


How did it go?


Shared Service Management (SSM)

HRM

FM IT

SSM


1. Services & Forms


2. FAQ


3. Content per Service3. Content per Service


4. Service Catalogue


Tip 1: Put the customer first


Tip 2: Think big, start small


Tip 3: Add FAQ’s

?? ?


Tip 4: Promote your service catalogue


You can find this presentation at:www.slideshare.net/TOPdesk

Petra Overweel

[email protected]

service catalogue workshop - topdesk on tour 2015

Business