Ramon van Leeuwen

1. How to elevated lifes
Happy employees makes happy customers

2. Truth # 1
Customer Experience is the New
Rosetta Stone
…and we need to translate service
delivery

3. Truth #2 –
The way people work,
and their expectations,
are changing

4. Ramon van Leeuwen
CCO, Evangelist

5. Our Ambition
“We want to be the most relevant
service management platform for
organizations world-wide, their
Managed Service Providers and suppliers”

6. OF SERVICE DESKS ARE ALREADY PLANNING
FOR SHARED SERVICE MANAGEMENT55% “Forrester recognizes TOPdesk as
an established ITSM SaaS Vendor,
with solid Global SaaS Capabilities.”
Customer satisfaction survey
60 implementations per month
new
$50M+
600
NPS : 35

7. Customers

8. Follow us on the social media
To stay up to date with the latest Service Managements trends &
TOPdesk news

9. Key take aways
• Happy employees make happy customers
• The key in this is related to the service landscape
• Building the service landscape is based on three pillars

10. Happy employees make happy customers
Research & Trends

11. © 2016 Forrester Research, Inc. Reproduction Prohibited 11
Where employees work continues to shift

12. © 2016 Forrester Research, Inc. Reproduction Prohibited 12
A typical work day for most of us…

13. © 2016 Forrester Research, Inc. Reproduction Prohibited 13
Workforce enablement helps employees reach flow

14. © 2016 Forrester Research, Inc. Reproduction Prohibited 14
Q: When you tried to solve your technology
problem which of the following did you use?
Source: Forrester’s BT Devices & Security Workforce Q1 2015
Q: Generally when you are at work and have
technology problems which of the following is
the first point of contact to help solve your
problem.
1%
2%
42%
56%
Other
External source
Contact company help
desk
Try to solve problem
myself
Enable Self-Help
64%
25%
18%
7%
10%
Knowledge management
IT Service request portal
Internal document sharing site (e.g.
Sharepoint)
IT Service catalog
Other

15. Revenue Impact
Of Increasing
Customer
Experience Index
Score By
1 Point
Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer*
*This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industry
curve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves as
the starting point for this analysis. †Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®,
Forrester’s analysts, and publicly available industry data. ‡Excluding Apple due to the high difference in price points

16. Market drivers 2016-2020
· Customer Service Excellence Experience
· Shift Left
· Security & Privacy
· Digital Disruption
· Shared services
· SAAS & Continous Delivery
· Internet of Things

17. Market drivers IT
• IT is struggling how to enable their business workforce
• Different service management departments need to work
together to stay efficient and effective
• Complex service management organizations need
simplification instead of complex tooling
• Most Service Management organizations share the same
problems and need the same solutions
• Recession drives organizations to review their TCO of
current solutions/ ways of working

18. Home grown
•Email and Excel
Helpdesks*
•Basis Incidents
and simple
features
Service Desk*
•ITIL processes
•Selfservice
•Mobile
•External reporting
Outside IT
ITSM
•Full ITSM suite
•FO support shell
for IT + HR
Shared Service
Management*
•Customer Centric
•Shared Enterprise
•Multi-tennancy
•FO+BO support for
all departments
•Full ITSM, CAFM and
eHRM suite
•Integrated reporting
•Single point of
integration
EnduserTechnician
CXFocus
Business Focus
Customer Services
Evolution of SM tooling
TOPdesk Enterprise
BMC Remedy
ServiceNow
Cherwell
IBM Maximo
ManageEngine
Axios
HP SA
CA SD
VSM
Zendesk
Jira
Sysaid
Freshdesk
* Also include specifications from preceeding maturity phases
Technical

19. Service Excellence Trends
Customer Centric
“Are you really Customer Centric?”
• SLA or XLA?
• Seamless Experience
• Empower the customer
Service Chain
“The End of Possession”
• Demand service, not a device
• Make the chain transparent
• Orchestrate the experience

20. Costs
Average time spend
Customer 1e Tier 2e Tier 3e Tier
Shift resolving
power to the
front office
Shift resolving power
to the 2nd Tier
Shift self resolving
power to the user
via the SSP
Optimize use
of the Self
Service Portal $$$$$$$$$

22. But most of all

23. The future proof service provider
Managing the service landscape

24. Customer Satisfaction Succes
TOPdesk DNA
6 design principles
SSM SIMS&S
Better Business Outcomes
WFE
CSS
· Work Force Enablement
· Better Business Outcomes
· Three pillars of WFE
· Design Principals
· TOPdesk DNA
· Implemenataion
Best Practice Implementation
Service Landscape

25. Supporting departments
Service landscape
Customer
Supplier

26. Service landscape
IT & IM
Customer
Supplier & Systems
e-HRMFacilities
Informative processes
Reactive processes
Proactive processes
Supportingdepartments

27. IT & IM Facilities
Supportingdepartments
Customer Customer Customer
Self-service
Supplier Systems Supplier
Control Contract managementSupplier management Links
e-HRM
Customer
satisfaction
Service catalogue SLM
Informative
processes
Reactive processes
Proactive processes
Informative
processes
Reactive processes
Proactive processes
Informative
processes
Reactive processes
Proactive processes

28. IT & IM Facilities
Supportingdepartments
Customer Customer Customer
Self-service
Supplier Systems Supplier
Control Contract managementSupplier management Links
e-HRM
Customer
satisfaction
Service catalogue SLM

30. Managing the service landscape
3 pillars of success

31. Three pillars of WFE
SSM SIMS&S
Better Business Outcomes
WFE
CSS
· Standard & Simple
· Shared Service
Management
· Service Integration and
management
Service Landscape

32. Vision
· Standard & Simple
We believe the future is in software that is incredibly easy to use and
implement.
· Shared Service Management
We believe the end-user will expect all services to co-operate seamlessly.
· Service Chain Integration
We believe service delivery isn’t confined to the walls of your organization.
· The End of Possession
We believe SaaS is the future

33. SAAS
SAAS
Supporting departments
Service landscape & our 3 pillars
Customer
Supplier
Service Integration and Management
Shared Service Management
Standard & Simpel

34. Fundamental different
Customer Centric Infra Centric
Rooms
Assets
Infra-
structure
Locations
Major competition
vs

35. Standard & Simple
Play or Build

36. Shared Service Management

37. IT & IM eHRMFM / RE
Supportingdepartments
Leverancier Leverancier Leverancier
Service Integration Management
Service Integration
Customer
Partners Systems Partners

38. Better Business Outcomes
Through
+ Wide range of Business Solutions
+ Replaces 10-15 applicatons on average
+ One Enterprise Self Selfservice Portal
+ Single Source of record
+ One integrated workflow engine
+ Shared Service across the Enterprise
+ Single source of integration
+ SAAS decreases operational costs

39. TOPdesk 6 Themes

41. Really impressed by TOPdesk?
· Become a TOPdesk Advocate and share your
· 5 star review on Gartner-Peer Insights

42. Key take aways
• The 3 Pillars are the fundament of the Service Landscape
• Service Landscape lead to happy employees
• Happy employees make happy customers

43. Follow us on the social media
To stay up to date with the latest Service Managements trends &
TOPdesk news