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Den servicecentrerede tilgang
Anders DyrsøService Management KonsulentTOPdesk
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Agenda
• Hvordan ses dette i den nye version?
• Hvad byder fremtiden på?
• Fokusområder for TOPdesk
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Standard and simple
· Øget fokus på slutbrugere – deres oplevelse og interaktion.
· Overblik og enkelthed – alt samlet ét sted.
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Service portal - forsiden
Tilgængeligeservices
Større sager
Godkendelser
Nyheder
Søgning
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Service portal – egne sager og changes
sag
sag
change
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Service portal – egne sager og changes
Detaljer
Åben/luk
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Rating
evt.kommentar
Service portal – tilbagemelding
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Service portal – større sag/serviceafbrydelse
Opret og link sag
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Service portal – services
Overblik over services
Forståeligt for brugeren
Billede: STAR (Styrelsen for Arbejdsmarked og Rekruttering)
Synlighed /tilgængelighed
(afhængig af kunde,persongruppe m.m.)
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Service
Service flows(formularer)
Billede: STAR (Styrelsen for Arbejdsmarked og Rekruttering)Service portal – services
Synlighed /tilgængelighed
(afhængig af kunde,persongruppe m.m.)
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Service portal – services
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Service portal – Web shop
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Service portal – service flow / formular
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Service portal – TOPdesk app
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Ansvarligsektion – forsiden
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Ansvarligsektion – valgmuligheder
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Ansvarligsektion – sagskort
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Ansvarligsektion – persongrupper
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Shift left
· Gør slutbrugerne selvhjulpne.
· Reducér antallet af henvendelser til servicedesk.
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Service portal – søgning
Services
Vidensbase
Egne sager
Én søgning(ikke vælg type/emne)
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Service portal – søgning
Dynamisk søgning
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Service portal – vejledninger og artikler
Relevantevejledninger
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Shared service center
· Én fælles indgang for slutbrugere.
· Ét fælles værktøj for organisationen.
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Service portal – fælles services
IT
FM
Administration
HR
Billede: STAR (Styrelsen for Arbejdsmarked og Rekruttering)
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Service portal – fælles services
Administration
FM/handyman
Servicedesk
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Chain integration
· Samarbejde med leverandører og partnere.
· Fælles om at levere en service.
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Worcade
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API
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FremtidenDen nye og eneste TOPdesk version.
Continuous deployment.
Projekter og udvikling.
Integration.
• Abonnement • Alle opdateringer
• Automatisk og hyppig opdatering (kun SaaS kunder)
• Asset management(konfigurationshåndtering)
• Outlook integration (?)
• API / Worcade / 3rd party • Fokus på chain integration
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Spørgsmål ?