Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference
description
Transcript of Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference
itSMFBELGIUM
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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itSMFBELGIUM
itSMFBELGIUM
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
itSMFBELGIUM
itSMFBELGIUM
itSMFBELGIUM
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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
Customer survey
SHOW 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
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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
itSMFBELGIUM
*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
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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
Customer survey
Monitor yourProcesses & services
Report results
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