From vision to roadmap to products. Arend ten Oever

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TOPdesk Product development
From vision to roadmap to products

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Key take aways
• What’s our vision on service management
• How is our Product Roadmap buils
• How do we handle feature requests a.k.a. product feedback

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• TOPdesk Product Roadmap

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Vision
Development
themes
Development
themes
Development
themes
…..
…..
Building the product roadmap
R
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D
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Trends
Our Ambition

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

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

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• 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.
Vision

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

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Vision
Development
themes
Development
themes
Development
themes
…..
…..
Building the product roadmap
ROADMAP
Trends
Our Ambition

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The Service management chain

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Workforce Enablement

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Done
• Add activity template
to running change
• Web widget
Upcoming
• Suggestions for operators
• Asset Management
Workforce Enablement

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End Users First

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End Users First
Done
• Completely new self service portal
• End user app
Upcoming
• Self service mobility
• Enhanced suggestions and search

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MSP Love

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MSP Love
Done
• Drill down reports portal
Upcoming
• Look&feel per customer in portal
• Report on audit trail

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Delivery of software

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The Network

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The Network
Done
• REST API
• Worcade
Upcoming
• REST API
• TOPdesk-TOPdesk link

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TOPdesk as a Service

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TOPdesk as a Service
Done
• Continuous delivery
• Uploading via web dav
Upcoming
• Removal dedicated client

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Demands of software

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Implementation out of the box

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Implementation out of the box
Done
• Setting up self service portal
Upcoming
• Imports done by customers
• Implementation wizard

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Self explanatory software

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Self explanatory software
Done
• Styling
• Hot keys
• Progress trail
Upcoming
• Explanation in tool

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Service management world

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Domain Experts

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Domain Experts
Done
• Self service portal
Upcoming
• Graphical process designer
• Market place

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TOPdesk development themes

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Vision
Development
themes
Development
themes
Development
themes
…..
…..
Building the product roadmap
Trends
Our Ambition
ROADMAP

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Past A customer’s
workaround…
Today

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Stay up to date!

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• High level vs detailed feedback
• Product feedback input for roadmap
• Transparency is critical at both levels
Roadmap versus product feedback

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Building the TOPdesk product with you!
Feature request/product feedback
Vision
Development
themes
Development
themes
Development
themes
…..
…..
Trends
Our Ambition
ROADMAP

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Process flow of product feedback

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Process flows of product feedback
All development are teams responsible for total solution
Requirements Architecture
Software
Design
Test Stage Deploy Exploitation
Customer
Facts & Metrics
Product Feedback &
Perception Product
Management
Module
specialists
Support Super user
Customer
usage

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Direct and indirect feedback

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Real time measurements

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Product feedback

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• Customers and volume of feedback
3500 active customers spread all over the world
2500 feature requests in 2015 alone
• Issues resolved
We resolve a total of 2000 issues each year
Resolved 750 issues based on registered customer feedback, about 40%
• How about all your other feature requests?
Feature request volume

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When requests come in, then what?

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• What are the numbers?
How many customers currently use it?
How many customers potentially benefit?
• Who are the users?
Who uses it? End user, operator, manager…?
How often do these people use it? Weekly, daily, all the time…?
• How relevant is this?
How important is this to you?
Does this fit our strategy?
Will it still add value 5 years from now?
Questions we ask ourselves

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Example of a popular module

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Example

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Example

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• We value feedback
• We use the feedback you provide
• We simply cannot incorporate all of it
• We are going to empower you
Summary

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Building the TOPdesk product with you!
Feature request/product feedback
Vision
Development
themes
Development
themes
Development
themes
…..
…..
Trends
Our Ambition
ROADMAP

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TOPdesk Market place

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• Release soon (end Q4)
• Platform for
• Partner solutions
• Sharable solutions
• Integrations connectors
• Meeting Demand & Supply
• Build with the standard Self Service
Portal technology
TOPdesk Market place

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• We share:
• Vision
• Roadmap
• User voicing
• Market place
• Give us feedback!
Summary

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What do we think we will achieve?

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

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Questions/remarks?