TOPdesk Product development, TOPdesk on Tour 2016, Manchester
Transcript of TOPdesk Product development, TOPdesk on Tour 2016, Manchester
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ON TOUR
TOPdesk Product developmentFrom vision to roadmap to products
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ON TOURON TOUR
Key take aways
• What’s our vision on service management
• How is our Product Roadmap buils
• How do we handle feature requests a.k.a. product feedback
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ON TOURON TOUR
• TOPdesk Product Roadmap
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ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
ROADMAP
Trends
Our Ambition
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ON TOURON TOUR
“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”
Our Ambition
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ON TOURON TOUR
“We want to be the most relevant internal service managementplatform for organizations world-wide and their Managed ServiceProviders and suppliers”
Our Ambition
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ON TOURON TOUR
• Standard & SimpleWe believe the future is in software that is incredibly easy to use and implement.
• Shared Service ManagementWe believe the end-user will expect all services to co-operate seamlessly.
• Service Chain IntegrationWe believe service delivery isn’t confined to the walls of your organization.
Vision
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ON TOURON TOUR
“Are you really Customer Centric?”
• SLA or XLA?• Seamless Experience• Empower the customer
Service Excellence Trends
• Customer Centric • Service Chain
“The End of Possession”
• Demand service, not a device• Make the chain transparent• Orchestrate the experience
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ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
ROADM
AP
Trends
Our Ambition
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ON TOURON TOUR
The Service management chain
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ON TOURON TOUR
Workforce Enablement
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ON TOURON TOUR
Done• Add activity template
to running change• Web widget
Upcoming• Suggestions for operators• Asset Management
Workforce Enablement
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ON TOURON TOUR
End Users First
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ON TOURON TOUR
End Users First
Done• Completely new self service portal• End user app
Upcoming• Self service mobility• Enhanced suggestions and search
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ON TOURON TOUR
MSP Love
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ON TOURON TOUR
MSP Love
Done• Drill down reports portal
Upcoming• Look&feel per customer in portal• Report on audit trail
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ON TOURON TOUR
Delivery of software
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ON TOURON TOUR
The Network
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ON TOURON TOUR
The Network
Done• REST API• Worcade
Upcoming• REST API• TOPdesk-TOPdesk link
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ON TOURON TOUR
TOPdesk as a Service
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ON TOURON TOUR
TOPdesk as a Service
Done• Continuous delivery• Uploading via web dav
Upcoming• Removal dedicated client
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ON TOURON TOUR
Demands of software
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ON TOURON TOUR
Implementation out of the box
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ON TOURON TOUR
Implementation out of the box
Done• Setting up self service portal
Upcoming• Imports done by customers• Implementation wizard
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ON TOURON TOUR
Self explanatory software
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ON TOURON TOUR
Self explanatory software
Done• Styling• Hot keys• Progress trail
Upcoming• Explanation in tool
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ON TOURON TOUR
Service management world
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ON TOURON TOUR
Domain Experts
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ON TOURON TOUR
Domain Experts
Done• Self service portal
Upcoming• Graphical process designer• Market place
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ON TOURON TOUR
TOPdesk development themes
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ON TOURON TOUR
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Building the product roadmap
Trends
Our Ambition
ROADM
AP
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ON TOUR
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ON TOUR
Past A customer’sworkaround…
Today
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ON TOUR
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ON TOURON TOUR
Stay up to date!
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ON TOUR
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ON TOUR
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ON TOURON TOUR
• High level vs detailed feedback• Product feedback input for roadmap• Transparency is critical at both levels
Roadmap versus product feedback
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ON TOURON TOUR
Building the TOPdesk product with you!
Feature request/product feedback
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Trends
Our Ambition
ROADM
AP
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ON TOURON TOUR
Process flow of product feedback
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ON TOURON TOUR
Process flows of product feedback
All development are teams responsible for total solution
Requirements Architecture SoftwareDesign Test Stage Deploy Exploitation
CustomerFacts & Metrics
Product Feedback &Perception
ProductManagement
Modulespecialists Support Super user
Customerusage
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ON TOURON TOUR
Direct and indirect feedback
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ON TOURON TOUR
Real time measurements
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ON TOURON TOUR
Product feedback
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ON TOURON TOUR
• Customers and volume of feedback3500 active customers spread all over the world2500 feature requests in 2015 alone
• Issues resolvedWe resolve a total of 2000 issues each yearResolved 750 issues based on registered customer feedback, about 40%
• How about all your other feature requests?
Feature request volume
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ON TOURON TOUR
When requests come in, then what?
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ON TOURON TOUR
• What are the numbers?How many customers currently use it?How many customers potentially benefit?
• Who are the users?Who uses it? End user, operator, manager…?How often do these people use it? Weekly, daily, all the time…?
• How relevant is this?How important is this to you?Does this fit our strategy?Will it still add value 5 years from now?
Questions we ask ourselves
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ON TOURON TOUR
Example of a popular module
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ON TOURON TOUR
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ON TOURON TOUR
Example
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ON TOURON TOUR
Example
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ON TOURON TOUR
• We value feedback• We use the feedback you provide• We simply cannot incorporate all of it• We are going to empower you
Summary
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ON TOURON TOUR
Building the TOPdesk product with you!
Feature request/product feedback
Vision
Developmentthemes
Developmentthemes
Developmentthemes
…..
…..
Trends
Our Ambition
ROADM
AP
![Page 54: TOPdesk Product development, TOPdesk on Tour 2016, Manchester](https://reader034.fdocuments.us/reader034/viewer/2022052318/58ac68661a28abd7488b5549/html5/thumbnails/54.jpg)
ON TOURON TOUR
TOPdesk Market place
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ON TOURON TOUR
• Release soon (end Q4)• Platform for
• Partner solutions• Sharable solutions• Integrations connectors• Meeting Demand & Supply
• Build with the standard Self ServicePortal technology
TOPdesk Market place
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ON TOURON TOUR
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ON TOURON TOUR
• We share:• Vision• Roadmap• User voicing• Market place
• Give us feedback!
Summary
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ON TOURON TOUR
What do we think we will achieve?
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ON TOURON TOUR
To stay up to date with the latest Service Managements trends & TOPdesk news
Follow us on the social media
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ON TOURON TOUR
Questions/remarks?