service integration - topdesk on tour 2015
TRANSCRIPT
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Service integration:from supplier to customer
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Rik Prins
Managing Director
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“Forrester recognizes TOPdesk as anestablished ITSM SaaS Vendor, withsolid Global SaaS Capabilities.”
Customer satisfaction survey
8.2
8.27.8
OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55%
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TOPdesk on Tour
Visit TOPdesk at a locationnear you!
www.topdesk.co.uk/ontour
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Supporting departments
Service landscapeCustomer
Supplier
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Service landscape
IT & IM
Customer
Supplier
e-HRMFacilities
Supp
orti
ng
depa
rtm
ents
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Service landscape
IT & IM
Customer
Supplier
e-HRMFacilities
Informative processes
Reactive processes
Proactive processesSupp
orti
ng
depa
rtm
ents
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Service landscape
IT & IM
Customer
Supplier
e-HRMFacilities
Supp
orti
ng
depa
rtm
ents
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IT & IM e-HRMFacilities
Supplier Supplier Supplier
Customer Customer Customer
Self-service Service catalogue SLMCustomer
satisfaction
Supp
orti
ng
depa
rtm
ents
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IT & IM e-HRMFacilities
Customer Customer Customer
Self-service Service catalogue SLMCustomer
satisfaction
Supplier Supplier Supplier
Control Supplier management Links Contract management
Supp
orti
ng
depa
rtm
ents
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IT & IM e-HRMFacilities
Customer Customer Customer
Self-service Service catalogue SLMCustomer
satisfaction
Supplier Supplier Supplier
Control Supplier management Links Contract management
Supp
orti
ng
depa
rtm
ents
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IT & IM Facilities
Supp
orti
ng
depa
rtm
ents
Customer Customer Customer
Self-service
Supplier Supplier Supplier
Control Contract managementSupplier management Links
e-HRM
Customersatisfaction
Service catalogue SLM
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The age of the customer
is achievable through:
2 2) Shared Service Management33) Service Integration & Management
11) Standard & Simple
Customer satisfaction
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Our pillars of Workforce enablement
Standard & Simple
Shared Service Management
Service Integration Management
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Standard & Simple
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Standard & Simple
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Shared Service Management (SSM)
HRM
FM IT
SSM
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IT & IM e-HRMFacilities
Supp
orti
ng
depa
rtm
ents
Customer Customer Customer
Supplier Supplier Supplier
Service Integration Management
Service Integration and Management
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Our pillars of Workforce enablement
Standard & Simple
Shared Service Management
Service Integration Management
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Programme
Supportingdepartments
Customer
Supplier
1:00 – 1:15 IntroductionService in the Chain; from supplier to customer
Rik Prins
1:15 – 1:40 Customer- centric Tom Litchfield
1:40 – 2:40 Service catalogue workshop Petra Overweel
Tips and tricks Geoffrey Simpson
2:40 – 3:00 Break3:00 – 3:30 Customer satisfaction presentation Hannah Price
3:30 – 3:50 Supplier presentation Sumit De
3:50 – 4:35 Roundtable discussion
4:35 – 5:00 BorrelInformal drinks
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View this presentation online onwww.slideshare.net/TOPdesk
Rik Prins