service catalogue workshop - topdesk on tour 2015
TRANSCRIPT
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Service Catalogue Workshop
Petra Overweel
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Today’s Programme
· Introduction to the Service Catalogue
· Workshop – 30 minutes
· Tips & Conclusion
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What is a Service Catalogue?
· Collection of services
· Display window
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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
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Online Store
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Why an online Service Catalogue?
· Request straight away
· Clear Terms & Conditions
· Track & Trace
· FAQs
· 24/7 self service
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Online Store Content
· Description
· Terms & Conditions
· Order procedure
· Delivery terms
· Availability Service Desk
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Online Store Content
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Workshop
· Form a group
· Create a service catalogue
· Present the results
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How did it go?
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Shared Service Management (SSM)
HRM
FM IT
SSM
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1. Services & Forms
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1. Services & Forms
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1. Services & Forms
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2. FAQ
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2. FAQ
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3. Content per Service3. Content per Service
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3. Content per Service3. Content per Service
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3. Content per Service3. Content per Service
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4. Service Catalogue
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Tip 1: Put the customer first
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Tip 2: Think big, start small
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Tip 3: Add FAQ’s
?? ?
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Tip 4: Promote your service catalogue
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You can find this presentation at:www.slideshare.net/TOPdesk
Petra Overweel