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Social Service Management - Tooling Event België 2015

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IT is not always easy. On the one hand, we have to maintain an infrastructure, which everybody takes for granted. On the other hand we get a whole lot of questions, remarks and ideas. At the end of the day it turns out we often do not meet all expectations. In short, our customers are becoming more demanding; ideally, everything should have been done yesterday. How do we cope with these critical customers and how can we ensure that the customer is satisfied? Together we will look at where it goes wrong and how we can, to a certain extent, solve this.

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Social Service Management - Tooling Event België 2015

  1. 1. Social Service Management Wouter Vanden Bergh
  2. 2. E = m c² Experience managing expectations Communication²
  3. 3. Social Talk to people Talk to friends/family/colleagues Helping someone to cross the street Show lost strangers the way
  4. 4. Service Management Talk to people Communicate Talk to friends/family/colleagues Understand the needs of colleagues Helping someone to cross the street Solve your colleagues problems Show lost strangers the way Share knowledge
  5. 5. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  6. 6. E = m c² Experience managing expectations Communication²
  7. 7. Expectations Customer Experience Human Service provider
  8. 8. Expectations Customer Organisation & Policy Experience Proces ITSM-tool Human Service provider
  9. 9. E = m c² managing expectations
  10. 10. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  11. 11. Draft agreements · Be Relevant · Keep IT simple · Be Realistic
  12. 12. Accept Assess Escalate? Assign Solve OK? Control Close No Yes Yes No
  13. 13. Accept Assess Escalate? Assign Solve OK? Control Close No Yes Yes No
  14. 14. Draft agreements · Be Relevant · Keep IT simple · Be Realistic
  15. 15. Impact Urgency High Medium Low High P1 P2 P3 Medium P2 P3 P4 Low P3 P4 P5
  16. 16. 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
  17. 17. 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 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
  18. 18. 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 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 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
  19. 19. Impact Urgency Primary proces Supporting proces Can not work P1 P2 Partial work P2 P3 Can work P3 P4
  20. 20. Draft agreements · Be Relevant · Keep IT Simple · Be realistic
  21. 21. Benefits Save Time! Transparancy Professionalism Clear communication
  22. 22. E = m c² Communication
  23. 23. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  24. 24. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  25. 25. What
  26. 26. Conditions
  27. 27. For whom
  28. 28. By whom
  29. 29. Customer Service Provider Suppliers SLA supplier- contracts By whom
  30. 30. Show your proces & services · What · Conditions: · For whom · When · How · By whom
  31. 31. 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
  32. 32. E = m c² Communication²
  33. 33. Draft agreements Customer survey Monitor your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  34. 34. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
  35. 35. Be brief Jan spent his whole Saturday baking 6 cakes for his birthday party on Sunday. There where 30 people invited 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?
  36. 36. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
  37. 37. Be Objective · We are constantly improving TOPdesk functionalities to stay a first class tool. What are your thoughts on our most recent new and improved design? What are your thoughts on the upgrades of TOPdesk?
  38. 38. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
  39. 39. Be Specific · How often do you use TOPdesks Help Center topic and 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?
  40. 40. Customer survey · Be Brief · Be Objective · Be Specific · Keep IT Simple
  41. 41. Keep IT Simple · Click here to give us some feedback Are you satisfied with our services? YES NO
  42. 42. Benefits Data! Higher response rates Unbiased data Engagement
  43. 43. E = m c² Experience managing expectations Communication²
  44. 44. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  45. 45. Manage expectations · Draft agreements - Be Relevant - Keep IT Simple - Be Realistic SAVE TIME! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  46. 46. Communicate · SHOW your Processes & Services: - What - For whom - When - How CLARITY! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  47. 47. Communicate² · Customer Survey - Be Brief - Be Objective - Keep IT Simple - Be specific DATA! Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management
  48. 48. Draft agreements Customer survey SHOW your Processes & services Report results Reaching agreements Comply with agreements Service Level Management E = m c² · Draft agreements · SHOW your processes & services · Customer survey
  49. 49. Thanks for your attention! Are there any questions? Yes No
  50. 50. Twitter mee #ontour15 TOPdesk on Tour Service in the chain, from supplier to customer
  51. 51. View this presentation online on www.slideshare.net/TOPdesk Wouter Vanden Bergh w.vanden.bergh@topdesk.com

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