social service management - tooling event belgië 2015
TRANSCRIPT
Social Service ManagementWouter Vanden Bergh
E = m c²Experience
managing expectations
Communication²
Social
Talk to people
Talk to friends/family/colleagues
Helping someone to cross the street
Show lost strangers the way
Service Management
Talk to peopleCommunicate
Talk to friends/family/colleaguesUnderstand the needs of colleagues
Helping someone to cross the streetSolve your colleagues problems Show lost strangers the way
Share knowledge
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
E = m c²Experience
managing expectations
Communication²
Expectations
CustomerExperience
Human
Service provider
Expectations
Customer
Organisation& Policy
Experience
Proces
ITSM-tool
Human
Service provider
E = m c²managing expectations
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
Draft agreements
· Be Relevant
· Keep IT simple
· Be Realistic
Accept
Assess
Escalate?
Assign
Solve
OK?
Control
Close
No
Yes
Yes
No
Accept
Assess
Escalate?
Assign
Solve
OK?
Control
Close
No
Yes
Yes
No
Draft agreements
· Be Relevant
· Keep IT simple
· Be Realistic
Impact
Urgency High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
Impact
Urgency High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
Impact
Urgency Company Department Team Person
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
Impact
Urgency High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
Impact
Urgency Company Department Team Person
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
ImpactUrgency Company Department Team Person
Super cr. P0 P1 P1 P2
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Mid P2 P3 P4 P5
Low P3 P4 P5 P6
Impact
Urgency High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
Impact
Urgency Company Department Team Person
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
ImpactUrgency Company Department Team Person
Super cr. P0 P1 P1 P2
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Mid P2 P3 P4 P5
Low P3 P4 P5 P6
ImpactUrgency Company Department Team Persoon
Super Cr. P0 P1 P1 P2
Invoices P0
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Mid P2 P3 P4 P5
Low P3 P4 P5 P6
Impact
Urgency Primary proces Supporting proces
Can not work P1 P2
Partial work P2 P3
Can work P3 P4
Draft agreements
· Be Relevant
· Keep IT Simple
· Be realistic
BenefitsSave Time!
Transparancy
Professionalism
Clear communication
E = m c²
Communication
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
Draft agreements
Customer survey
SHOW yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
What
Conditions
For whom
By whom
CustomerService
ProviderSuppliers
SLA supplier-contracts
By whom
Show your proces & services
· What
· Conditions:· For whom
· When
· How
· By whom
Benefits
Clarity!
For Customer:
What to expect
On what conditions
For Service Provider:
How to act depending on the situation
How to look at the results
E = m c²
Communication²
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
Customer survey
· Be Brief
· Be Objective
· Be Specific
· Keep IT Simple
Be brief
Jan spent his whole Saturday baking 6 cakes for hisbirthday party on Sunday. There where 30 peopleinvited but just 15 confirmed they would come by.How much cake does Jan have for each guest?
6 cakes divided by 15 people. How many cake for each?
Customer survey
· Be Brief
· Be Objective
· Be Specific
· Keep IT Simple
Be Objective
· We are constantly improving TOPdeskfunctionalities to stay a first class tool. What areyour thoughts on our most recent new andimproved design?
What are your thoughts on the upgrades of TOPdesk?
Customer survey
· Be Brief
· Be Objective
· Be Specific
· Keep IT Simple
Be Specific
· How often do you use TOPdesks Help Center topicand the email support center?
Q1) How many times a month do you use Help Center topics?
Q2) How many times a month do you use the email support center?
Customer survey
· Be Brief
· Be Objective
· Be Specific
· Keep IT Simple
Keep IT Simple
· Click here to give us some feedback
Are you satisfied with our services?
YES NO
Benefits
Data!
Higher response rates
Unbiased data
Engagement
E = m c²Experience
managing expectations
Communication²
Draft agreements
Customer survey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
Manage expectations· Draft agreements
- Be Relevant
- Keep IT Simple
- Be Realistic
SAVE TIME!
Draftagreements
Customersurvey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
Communicate· SHOW your Processes & Services:
- What
- For whom
- When
- How
CLARITY!
Draftagreements
Customersurvey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
Communicate²· Customer Survey
- Be Brief
- Be Objective
- Keep IT Simple
- Be specific
DATA!
Draftagreements
Customersurvey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
Draftagreements
Customersurvey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
E = m c²· Draft agreements
· SHOW your processes& services
· Customer survey
Thanks for your attention!
Are there any questions?
Yes No
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TOPdesk on TourService in the chain, from supplier to customer
