MSP theme dayChris Kuijper - Product Manager MSP development theme

MSP Love

Agenda• Why are you here?• TOPdesks MSP development theme• MSP roadmap and what else in the product• Collaborate with you!

Why you?

The outsourcing trend• IT commoditizes• Already more common in other fields of

service management• Security, catering e.g.

• Within IT mostly the hardware (knowledge specific) services, but also the more common soft IT services• End User Management services

Giarte (Outsourcing Performance)

Medium Big

Small

Managed Service Providers

It’s about customer relationshipsInternal IT organization

Service A Service C Service DService B

Manage

Outsourcing of services

Service A Service C Service D

Coordinate

Service B Work executed here

Work monitered here

Outsourcing of services

ManageService B Work executed here

Work monitered here

Transition of the work

Result?

?

?? ? ?

Leverage the effect

Dynamics of a platform

• Stay connected over boundaries of companies

• Provide insight into value and performance of service providers

• Use existing customers to recruit new customers

Development themes• This situation is one of the trends we see and

actively incorporated in our product strategy

• Work is done with so called ‘development themes’• MSP love is one of the themes for product

development• Specific theme for customer collaboration as well

Focus core business

HealthcareGovernment Business operations

Education

Goal of the MSP theme• Help you, help them• Tackle those specific elements that are core to

your business activities

Succes factors MSP theme

• Contracts and Service Levels• Flexibility / Multitenancy• Data and Reporting• MSP Operator workflow• Customer Collaboration

Service Execute

Monitor

• Make Operations Management and Problem Management part of your contracts

• Service level management, on hold for Change Management• Several and different KPI’s per process, not only the duration of incidents

• Experience level management

Contracts and Service LevelsProblem:Not being able to properly register and measure what you agreed upon with your customers

• Not only re-use the service level but the whole service between contracts• Portal might differ per customer/group• Split the new service flow in a operator and an end user aspect• Organizational structure improvements

Multitenancy Problem:Not easy enough to deliver the same services for different customers

• API’s to get the data out of TOPdesk to avoid reporting on the DB directly• Service chain accountability; being able to analyze where things go wrong

• ‘Response time’ • CSV- exports

Data and reportingProblem:Not everything you expect is stored ‘properly’ in the database and not always easy to get out of TOPdesk

Note: TOPdesk doesn’t need to do the reporting per sé

• Notifications/messaging within TOPdesk when changes occur• Simpler todo’s , find your tasks for a specific customer• Different statuses and status flows

• Per service• Per customer

MSP operator workflowProblem:Deal with differences between service delivery parameters between customers as the workforce working in TOPdesk

• Escalating work/tasks to other TOPdesks• Shared conversations• Worcade integration improvements• Increase transparency; what is happening “on the other side”

Customer collaborationProblem:Collaboration of tasks outside of your tool/organization

Questions?

Time for something more concrete!

Some recent ‘MSP’ additions• Self Service Portal

• Shift left• Services central

• Publish your catalogue, flows as their starting point• Opening up, become part of your ecosystem

• (APIs, incidents, changes and user provisioning)• SSP reporting• Worcade integration

Self Service

Self Service

Self Service

Self Service

APIs

Worcade as collaboration platform

Your TOPdesk

ToolSupplier

Phone

Mail

XML-integration

Sometimes

Often

Part of the team

Size of service provider

Wor

king

to

geth

er

Worcade in TOPdesk of the customer

Worcade to TOPdesk of the MSP

Roadmap 2017• Multiple look and feels in the SSP

• Next week on SAAS• Multiple service windows used within a service

• Service window per priority• Impact/Urgency – priority, can be edited when SLA is linked

• Service chain accountability • Reporting on audit trail changes of basic fields; e.g. status,

operator• Staged rollout – database with API, reports, integration with SLM

Multiple SSP lay-out

Multiple service windows per service

Service Chain AccountabilityAnswer questions:

“How long an incident has been at a certain status / operator is not clear, so I have no tools to improve my process!”

“How long does it take before the service desk starts actually working on my problem and my customer know it is in good hands?”

“The party earlier in the chain only gave it to us, just before the deadline, so we can never make it on time”

“How long is being worked on a problem versus we waited for another party in the chain”

What else?• In total 8 development themes, a few

examples:• End users first

• Mobility • Asset management rebuild

• Flexible asset card• Impact analysis

• Eco system• Specific connectors with other applications. E.g. Jira,

SharePoint• Display and work with external content within TOPdesk• API reporting layer

What to share besides the product• Public roadmap• Theme days• User voicing• Marketplace

Public raodmap

Product feedback

Example of a popular module

TOPdesk uservoicing

TOPdesk uservoicing

Days like this

TOPdesk Marketplace• Platform for:

• Partner solutions• Shareable solutions• Integrations connectors• Meeting Demand & Supply

E.g. TOPdesk Extensions

WorkshopsCustomer centric:

• Measure customer satisfaction on the total service lifecycle

• How to publish a service catalogue that works

More questions?