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Wouter Vanden Bergh

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Draft agreements

Customer survey

Monitor yourProcesses & services

Report results

Reaching agreements Comply with agreements

Service Level Management

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Customer

Experience

Expectations

Human

Service provider

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Expectations

Customer

Organisation& Policy

Experience

Proces

ITSM-tool

Human

Service provider

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CustomerServicedesk

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Customer

Customerrepresentative

Service LevelManager

SLA

Servicedesk

?

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Customer

Customerrepresentative

Service LevelManager

SLA

Servicedesk

?

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Draft agreements

Customer survey

Monitor yourProcesses & services

Report results

Reaching agreements Comply with agreements

Service Level Management

itSMFBELGIUM

Draft agreements

Customer survey

Monitor yourProcesses & services

Report results

Reaching agreements Comply with agreements

Service Level Management

itSMFBELGIUM

Draft agreements

Customer survey

SHOW yourProcesses & services

Report results

Reaching agreements Comply with agreements

Service Level Management

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Customer ServiceProvider Suppliers

SLA supplier-contracts

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*What

*Condtions:*For whom

*When

*How

*By whom

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Clarity!

For Customer:What to expectOn what conditions

For Service Provider:How to act depending on the situationHow to look at the results

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Draft agreements

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Reaching agreements Comply with agreements

Service Level Management

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Draft agreements

Customer survey

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Report results

Reaching agreements Comply with agreements

Service Level Management

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*Be Relevant*Be Simple*Be Realistic

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*Be Relevant*Be Simple*Be Realistic

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Accept

Assess

Escalate?

Assign

Solve

OK?

Control

Close

No

Yes

Yes

No

itSMFBELGIUM

Accept

Assess

Escalate?

Assign

Solve

OK?

Control

Close

No

Yes

Yes

No

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*Be Relevant*Be Simple*Be Realistic

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Impact

Urg

ency

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Impact

Urg

ency High Low

High P1 P2

Low P2 P3

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Impact

Urg

ency High Medium Low

High P1 P2 P3

Medium P2 P3 P4

Low P3 P4 P5

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Impact

Urg

ency Company Department Team Person

High P1 P2 P3 P4

Medium P2 P3 P4 P5

Low P3 P4 P5 P6

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Impact

Urg

ency 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

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Impact

Urg

ency 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

itSMFBELGIUM

Impact

Urg

ency Primary proces Supporting proces

Can not work P1 P2

Partial work P2 P3

Can work P3 P4

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*Be Relevant*Be Simple*Be realistic

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Save Time!

Transparancy

Professionalism

Clear communication

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Draft agreements

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Reaching agreements Comply with agreements

Service Level Management

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*Be Brief

*Be Objective

*Be Specific

*Be Simple

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*Be Brief

*Be Objective

*Be Specific

*Be Simple

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Jan spend his whole Saturday baking 6 cakes forhis birthday party on Sunday. There where 30people invited but just 15 confirmed they wouldcome by. How many cake does Jan has for eachguest?

6 cakes divided by 15 people. How many cakefor each?

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*Be Brief

*Be Objective

*Be Specific

*Be Simple

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We are constantly improving TOPdeskfunctionalities to stay a first class tool. What areyour thoughts on our most recent new andimproved design?

What are your thoughts on the upgrades toTOPdesk?

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*Be Brief

*Be Objective

*Be Specific

*Be Simple

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How often do you use TOPdesks Help Centertopic and the email support center?

Q1) How many times a month do you use HelpCenter topics?

Q2) How many times a month do you use theemail support center?

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*Be Brief

*Be Objective

*Be Specific

*Be Simple

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Click here to give us some feedback

Are you satisfied with our services?

YES NO

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Data!

Higher response rates

Unbiased data

Engagement

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Draftagreements

Customersurvey

SHOW yourProcesses &

services

Report results

Reaching agreements Comply with agreements

Service Level Management

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*SHOW your Processes & Services:

- What

- For whom

- When

- How

CLARITY!

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*SHOW your Processes & Services

*Draft agreements

- Be Relevant

- Be Simple

- Be Realistic

SAVE TIME!

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*SHOW your Processes & Services

*Draft agreements

*Customer Survey

- Be Brief

- Be Objective

- Be Simple

- Be specific

DATA!

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Are there any questions?Yes No