4. TOPdesk on Tour
Content
• Definition of the Service Excellence
Maturity Model
• Why a Service Excellence Maturity
Model?
• How does the model work?
• Takeaways for using it in your
organization
5. TOPdesk on Tour
A framework to measure the health of
service departments and give direction to
improve the quality of their service
delivery.
10. TOPdesk on Tour
Traditional Service
Management
• Single device
• Controlled
• Reactive
• Internal business-focus
• Cost-driven
• Multiple devices
• Open
• Proactive
• External business-focus
• Value-driven
Customer Experience
Management
11. TOPdesk on Tour
Shift to Succeed
“(IT) Service departments must
expand beyond the traditional role
as a provider of technology and
improve the customer experience by
delivering experiences, applications
and insights at speed — where,
when and how the customer wants
them.”
Gartner: IT Operations Management 2020: Shift
April 2017
12. TOPdesk on Tour
Level 1:
Cost-center
Level 2:
Controlled
Service Delivery
Level 4:
Business
Alignment
Level 5:
Business
Partner
Level 3:
Customer-
centric
Mindset
Business
Focus
Cost-driven Value-driven
InternalExternal
Service Excellence Maturity Model
13. TOPdesk on Tour
Service Excellence Health Check
CUSTOMER
SUPPLIER
TECHNOLOGY
PROCESS
LVL V
LVL IV
LVL III
LVL I
LVL II
PEOPLE &
CULTURE
5 dimensions
• People & Culture
• Technology
• Supplier
• Process
• Customer
Example
14. TOPdesk on Tour
People & Culture
Your employees make the difference
• Know the values that determine your
culture
• Know who you are looking for (Culture
fit before skill fit)
• Mutual commitment
15. TOPdesk on Tour
Technology
• Identify the existing applications
within your landscape that
influence your service delivery
• Integrate & automate or replace
16. TOPdesk on Tour
Supplier
• Determine the top 3 suppliers that
influence your service delivery
• Measure their performance on
eXperience Level Agreements
(XLA’s) instead of SLA’s.
17. TOPdesk on Tour
Process
• Define the top 10 processes that have the
highest impact on customer experience
• Proactively build your knowledge base by
implementing Knowledge Centered Support
• Embrace the agile philosophy to be able to live
up to increasing demands of the customers
18. TOPdesk on Tour
Customer
Built-in the voice of your customer to
optimize service delivery
• Continuous customer satisfaction
surveys
• In-depth interviews
• Customer sounding boards
22. TOPdesk on Tour TOPdesk on Tour
Thank you for attending
View this presentation online
Notas do Editor
Next up will be a round table session. There we can continue to discuss the maturity model.
What if your customer can decide what you can do with this budget.
Dus prioriteren met je klant ipv op basis wat je zelf als afdeling wil doen met het geld.