topdesk on tour 2014: service level management
DESCRIPTION
Improving customer satisfaction with Service Level Management in TOPdesk.TRANSCRIPT
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Service Level Management
How is this done within TOPdesk?
Is it good for us?
What is it again?
What about Service Levels?
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Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Reaching agreements
·∙⋅ Understand service level requirements
·∙⋅ Be realistic
·∙⋅ Keep it simple and understandable
·∙⋅ Quantify what is relevant
·∙⋅ Do not design for exceptions
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Reaching agreements
·∙⋅ Understand service level requirements
·∙⋅ Be realistic
·∙⋅ Keep it simple and understandable
·∙⋅ Quantify what is relevant
·∙⋅ Do not design for exceptions
#ontour14
Reaching agreements
·∙⋅ Understand service level requirements
·∙⋅ Be realistic
·∙⋅ Keep it simple and understandable
·∙⋅ Quantify what is relevant
·∙⋅ Do not design for exceptions
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Impact
Urg
ency
High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
Reaching agreements
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Impact
Urg
ency
Org. Dept. Team Person
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
Reaching agreements
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Impact
Urg
ency
Org. Dept. Team Person
V. critical P0 P1 P1 P2
Invoices P0
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
Reaching agreements
#ontour14
Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
Keeping agreements
·∙⋅ What
·∙⋅ For whom
·∙⋅ When
·∙⋅ Conditions
·∙⋅ How efficient ·∙⋅ By whom
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End user / Customer Supporting
organization Suppliers
SLA
Supplier contracts
Keeping agreements
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Benefits of keeping agreements
Clarity:
End user / Customer
·∙⋅ Knows what to expect
·∙⋅ Predictable resolution time
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Benefits of keeping agreements
Service provider
·∙⋅ Prioritizing work
·∙⋅ How to view the results
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Conducting end user research
Reporting on results
Creating agreements
Monitoring Service Level Agreements
Reaching agreements
Keeping agreements
Service Level Management
#ontour14
TOPdesk modules ·∙⋅ Self Service Desk
·∙⋅ Icon Manager
·∙⋅ Form Designer
·∙⋅ Call Management
·∙⋅ Change Management ·∙⋅ Contract Management and SLM
·∙⋅ Survey module