10 PROJECT IN FOCUS Photography: Robin Kuijs

BOSKALIS BESPOKE WORK BENEFITS FROM SCRUM

PROJECT IN FOCUS 11 Text: Timme Hos

Meeting unique needs with TOPdesk bespoke workTOPdesk is a standardized application. How-

ever, some customers require bespoke work

to meet their unique needs. Common bespoke

work includes adjustments to the Self Ser-

vice Desk to ensure it meets the customer’s

requirements and matches the corporate

identity. TOPdesk’s Bespoke Work department

steps in when such custom software is needed.

Bespoke work is usually created using the

so-called waterfall method. First of all, a func-

tional design is created. This design is then

actualized and delivered. Once completed, the

bespoke work is installed and accompanying

instructions are provided. If new ideas, wishes

or insights arise during the process, it is not

unusual to return to the design phase. This

is not necessarily a problem, but the Scrum

method is an excellent alternative if you wish

to optimally benefit from such insights during

the process.

The benefits of ScrumThe Scrum method has gained popularity

among software developers in recent years.

The method involves working in multidisci-

plinary teams for short periods (sprints) to

deliver a functional product. The first step is

formulating the wishes and requirements.

These are added to a list (the Product Backlog)

and created during the sprints.

Advantages to sprints include the short

duration, concrete goals and always having a

functional end product (component). The new

product is presented to the customer after

each sprint. This means that the customer

can immediately pass on any new wishes and

requirements to be added to the backlog.

Working in sprints also reduces the product’s

error sensitivity. You can easily test intermedi-

ate products, thereby eliminating any incor-

rect assumptions. The products delivered are

smaller, more manageable and easier to test.

Scrum fans at Boskalis and TOPdeskOnce TOPdesk was successfully implemented

at Boskalis, it was time for phase two, spear-

headed by the new Self Service Desk. Boskalis

required bespoke work comprising custom

forms and adjustments to the look and feel.

Walther Berk and Miriam van Kalsbeek col-

laborated with Boskalis’ manager of applica-

tion management, Christiaan Kooijman, to

implement the SSD bespoke work. The Self

Service Desk’s standard options were not suf-

ficient for Boskalis’ envisioned broad applica-

tion of the module. TOPdesk decided to offer

forms that would enable the users to log

calls and request services. The decision to

use Scrum for this project was soon made.

“Christiaan Kooijman was a big fan of Scrum,

so it was the customer taking the initiative,”

explains Van Kalsbeek. “I had already worked

according to Scrum at TOPdesk, so it seemed

fun and challenging to use this approach.”

Berk was responsible for the day-to-day man-

agement of the project. “TOPdesk had always

used the basics of Scrum,” says Berk. “But

Project coordinator Walther Berk and consultant Miriam van Kalsbeek used the Scrum method to implement Self Service Desk bespoke work at Boskalis. The Scrum method creates opportunities to adjust plans based on insights gained during the process. This flexibility has allowed Boskalis to reap the benefits of an SSD complete with tailor-made forms.

Walther Berk

ABOUT HALF OF ALL CALLS ARE LOGGED VIA THE NEW WEB INTERFACE

Walther Berk

Boskalis’ SSD interface matches their corporate identity

now we really stuck to the principles, with a

clear testing period and a comprehensive Bos-

kalis project group providing continuous input.

Progressive insight It initially took Van Kalsbeek and the team at

Boskalis a lot of time to take stock of all the

wishes for the new SSD. “It was a full-time

job, but it left me well prepared,” says Van

Kalsbeek. “The people involved at Boskalis

used numbers to indicate a point’s impor-

tance. It turned out that things that were con-

sidered important on the first day did not need

to be made after all due to shifting priorities.”

Boskalis formulated the assignment based

on paper forms to indicate which forms they

wanted for the new SSD. These forms had to be

processed in TOPdesk. “Many other forms were

also made because we worked according to

Scrum,” says Van Kalsbeek. “It turned out that

those were the forms Boskalis really needed.”

That is the great advantage to Scrum, as

Berk explains. “After a sprint, Boskalis could see

that something worked, and that they could

use it for other processes. It really took off and

gave the customer ideas for other forms.”

Excellent results, more involvementBoskalis now has a Self Service Desk with the

desired look and feel, as well as the forms they

need. “They use the TOPdesk bespoke work

very intensively,” says Berk. “About half of all

calls are logged via the new web interface.

The results are great and meet the customer’s

needs, thanks in part to the many feedback

moments.”

An additional advantage to using the Scrum

method is the that there is a high degree of

support and involvement among the Boskalis

employees. “They invested a lot of time in this

project and therefore had a lot of influence on

the final results,” explains Berk.

Van Kalsbeek agrees. “Three large depart-

ments were involved in the implementation.

Two or three people from each department

assessed the results and added new ideas to

the backlog.” This resulted in a critical atti-

tude, which attests to the customer’s involve-

ment. “There were a number of tough meet-

ings, but that just shows how important it

was to them.”

12 PROJECT IN FOCUS Photography: Robin Kuijs

Interested in TOPdesk bespoke work?The Self Service Desk module uses the

TOPdesk layout by default. However, you

can use a look and feel adjustment to have

the Self Service Desk match your intranet

or website. It is also possible to adjust the

terminology to match your organization’s

preferences. Please contact your account

manager for more information.

THANKS TO SCRUM, WE MADE FORMS THAT BOSKALIS REALLY NEEDED

Miriam van Kalsbeek

Miriam van Kalsbeek