Quarterly Product Update January 2020 · success. #Tasks, Things & Knowledge #Service Architecture...
Transcript of Quarterly Product Update January 2020 · success. #Tasks, Things & Knowledge #Service Architecture...
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Quarterly Product UpdateJanuary 2020
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Who are we?
Niels Uiterwaal
Product Owner
Marco Tonino
Product Owner
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It’s a lot of content – you can check everything later
You can ask questions via the chat. We will answer them afterwards via email.
Heads-up
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Product Vision Driving an excellent service delivery
around the workplace as a
prerequisite for organization’s
success.
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#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Foundations Collaboration
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Foundations
#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Collaboration
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
A powerful set of ESM essentials, the building blocks of TOPdesk.
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Foundations
#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Collaboration
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Collaboration is key to delivering excellent services,and not confined to the walls of your organization.
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Foundations
#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Collaboration
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Guiding organizations to a customer centric service delivery.
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Foundations
#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Collaboration
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Our software is a means to an end: providing an excellent service experience.
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Foundations
#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Collaboration
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Stronger together.
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#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
The Ecosystem
#Marketplace
#API’s
#Partner Solutions
#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Self-Reliance
#Low-code/No-code
#Self-service
#Smart guidance
Foundations Collaboration
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State of the productBut first…
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+ Staged roll-out improvements, including feedback-loop to development
+ Availability recovered to 99.98%
State of the product
+ Real-world usage metrics
+ Not there yet, priority number one
+ Asset imports from more than 5 minutes to less than 1
Q1
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TOPdesk will go down for scheduled maintenance at 11:17 CET, please save your work. You’ll be able to reach TOPdesk again after approximately 10 minutes.
+ Infinite progress trails due to email-loops no longer break the card
+ Loading the SSP from 45 seconds to 2
+ Database filters optimized
+ Maintenance notification in TOPdesk
State of the product examples
Q1
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#Tasks, Things & Knowledge
#Service Architecture
#Time-to-Market
Foundations
Accessible SSP
Mobile incidents
Workflow checklists: tasks
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+ Basic interface, made for mobile
+ Replaces partial incidents (which remain available)
Workflow checklists: tasks
+ Will be made available on first line incdents
Q1
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+ Basic interface, made for mobile
+ Replaces partial incidents (which remain available)
Workflow checklists: tasks
+ Will be made available on first line incdents
Q1
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+ Basic interface, made for mobile
+ Replaces partial incidents (which remain available)
Workflow checklists: tasks
+ Will be made available on first line incdents
Q1
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+ Set an example
+ WCAG 2.1
+ Support end-users with disabilities
Accessible SSP
Q1
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+ Taking pictures and adding attachments
+ Solve incidents on site
Mobile incidents
+ Checking, updating, closing incidents
Q1
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#End-to-End Service chain
#Devops & Agile
#Radical Transparancy
Collaboration
Kanban board: Changes
Next working day
Automatic ticket assignment
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Q1
+ Most popular roadmap item
+ Combine changes and incidents in one view
Kanban board: Changes
+ Available in Labs
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Q1
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Q1
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+ Popular TIP request
+ Better match with real-world agreements
+ Ticket needs to be completed before the end of a specified working day, regardless of registration time
Next working day
Available
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Available
+ Popular TIP request
+ Better match with real-world agreements
+ Ticket needs to be completed before the end of a specified working day, regardless of registration time
Next working day
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Next working dayRistretto – StefanO
Binnen!
Available
+ Popular TIP request
+ Better match with real-world agreements
+ Ticket needs to be completed before the end of a specified working day, regardless of registration time
Next working day
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Q1
+ Automatically assign to the right operator group
Automatic ticket assignment
+ Operators in this group are available or not
+ Tickets get distributed evenly
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+ Get possibly related incidents suggested
Incident affiliation
+ Machine learning
+ Available soon in Labs
Q1
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Customer Centric
#Customer Journey
#Personalized Experiences
#Omnichannel
Forms: edit history
Public forms
Chat improvements
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+ to help operators with tracking who and when made an edit on a form
+ Release 1 2020, On Premise
+ an audit trail-like history of edits of forms in the Form Designer
Forms: edit history
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Public forms
+ A lot of ESM cases fall outside the normal organization
+ Available in Labs
+ Forms available for users outside of the self-service portal
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+ A lot of ESM cases fall outside the normal organization
+ Available in Labs
+ Forms available for users outside of the self-service portal
Public forms
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+ Researching how to implement chat channels
+ Still in Labs
+ Stability and performance
Chat improvements
Labs
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The Ecosystem
#Marketplace
#API’s
#Partner Solutions
Incident API: fields
Change Management API extended
Meeting overview
Office App
Outlook room booker (scope4mation)
Buildium controls (Priva)
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+ $fields deprecated
+ Improved performance for lists of incidents
Incident API: fields
+ fields behaves as $fields with use_standard_response=true
9.12.014
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+ More functionality covered with the API
Change Management API extended
9.12.014
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9.7.1
+ No more login needed to show the meeting overview
Meeting overview
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Available
+ Available on our marketplace
+ Book meeting rooms via your mobile device
Office App: reserve a room
+ Globally synced with TOPdesk, Outlook, room sensor, etc
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Available
+ Available on our marketplace
+ Book meeting rooms via your mobile device
Office App: reserve a room
+ Globally synced with TOPdesk, Outlook, room sensor, etc
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Available
+ Again, synced to TOPdesk
+ Quickly and easily find the room that suits your needs
Office App: find a room
+ See availability in real time
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Available
+ Again, synced to TOPdesk
+ Quickly and easily find the room that suits your needs
Office App: find a room
+ See availability in real time
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Available
+ Reports directly into TOPdesk
+ Easily report any problem in your office on your device
Office App: maintenance request
+ AI tool of Office App automatically recognizes the issue
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Q1
+ TOPdesk and Outlook in sync
+ Q1 for SaaS and On-Premise
Outlook room booker (scope4mation)+ Support for recurring reservations
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Pilot Q1
+ We are looking for pilot customers
+ Report indoor climate issues
Buildium controls (Priva)
+ Scan the QR code
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Phew…
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Roadmap productroadmap.topdesk.com
UserVoice tip.topdesk.com
Marketplace marketplace.topdesk.com
Release notes releasenotes.topdesk.com
Update blog blog.topdesk.com/updates
Webinars page.topdesk.com/webinars
More information
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Thanks you for attending