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TOPdesk 5.1
Coordinate your services: right people, right place, right time
Boskalis bespoke work benefits from Scrum Exemplary e-government Streamline your configuration management with the barcode scanner module
EDITORIAL
17
Surprise
I studied Communication Sciences. Not because Im bad at communicating, but because I love to communicate abundantly and about everything. This is why Im rather bad at organizing surprises. I always manage expectations, which in my case means giving the secret away. I tried again recently, but even before Id organized everything I blurted: I feel like some spontaneous laser tag and pizza tonight, what about you? Anti-climax. TOPdesk is also busy communicating, but also consciously not communicating some things. With each new release, we have to ask ourselves: what should we tell our customers about the new features? Do we keep it a secret or lay all our cards on the table? We actually do a bit of both: we test our ideas on a number of customers and use their input to adjust the product. Afterwards, we keep quiet for a while. Its hard to strike a balance: were never quite sure what we can promise, and our customers want to know what to expect. As a blabbermouth, I would love to give everything away and proudly announce what were delivering in 5.1, as well as what were planning for future versions. However, we simply cant guarantee what will be in future versions, so we might foster false expectations and ultimately disappoint our customers. The advantage to not communicating is that every release becomes a little surprise party. So far, the response has been wonderful. Maybe I ought to try keeping a surprise a surprise, and trust myself to know my audience well enough to make them happy just like TOPdesk. Enjoy reading! Nienke Deuss, editor-in-chief
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CONTENTS January 13
WE CAN HELP PEOPLE MORE QUICKLY AND IT MAKES THE CONTACT MORE PERSONAL
Liesbet Vandriessche 1777 service coordinator
NEWS 6 TOPDESK 5.1 Coordinate your services: right people, right place, right time 10 BOSKALIS BESPOKE WORK BENEFITS FROM SCRUM 13 COLUMN
4 Old patterns get rusty
14 17 20
24
TIPS + TRICKS
Scrum at Boskalis
ON THE COVER:
TOPdesk 5.1s new Plan Board lets you coordinate your operators while they are on the road. Learn more about this new version in the article TOPdesk 5.1: coordinate your services: right people, right place, right time.
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@TOPdesk
A selection of our recent tweets:
@ronversteeg: Today #TOPdesk went live at #BMR #Windesheim. Time to celebrate. Welcome girls!
@TOPdesk: @ronversteeg That is definitely good news, congrats! Did you manage to celebrate?
example of combining people, planet and profit, with (semi-)commercial goals going hand in hand with corporate responsibility.
@ronversteeg: @TOPdesk Of course we did. The best thing about this is that is carried by the team including their managers. This is the basis for success.
@svenfranssen: @TOPdesk we had a couple of questions, but after contacting TOPdesk support, everything is solved. Great!
@rickklumper: Had another interesting interview at @TOPdesk about using social media. Thanks!
NEWS
Calendar
UK
30 31 JAN JAN
BETT show ExCel, London
FEB
FEB
21 MAR
SDI Service Desk Showcase Digital World Centre, Manchester
Belgium
21 FEB
FM demo afternoon TOPdesk Belgium bvba, Antwerp
05 MAR
e-HRM demo afternoon TOPdesk Belgium bvba, Antwerp
14 MAR
itSMF conference Metropolis, Antwerp
20 21 MRT MRT
Tooling Event Brussels Expo
Germany
05 06 07 08 09 MAR MAR MAR MAR MAR
CEBIT Exhibition Grounds, Hannover
6 TOPDESK 5.1
TOPDESK 5.1
COORDINATE YOUR SERVICES: RIGHT PEOPLE, RIGHT PLACE, RIGHT TIME
TOPDESK 5.1 7
TOPdesk 5.1 is specially designed for operators that perform tasks on location, such as repairing a customers printer or replacing an employees computer. The new Plan Board and TOPdesk Mobile let you schedule appointments with ease and process your incidents wherever you are.
TOPdesk 5.1 features a new Plan Board that lets you directly schedule appointments. These appointments and corresponding tasks appear in the operators Outlook calendar. Thanks to the new TOPdesk Mobile module, you can even process calls on location using your smartphone. And while you are on location, you can easily check and process all other calls.
Board is easy. You simply drag tasks from the Dispatch Panel to the right operator. You can also group these tasks in a single appointment by dragging several tasks to an appointment. Then you can click through to the task from the appointment. And if an operator calls in sick, you can reschedule the entire appointment to another day, or assign it to another operator. Appointments scheduled in the Plan Board automatically appear in the Task Board, granting the operator insight into his appointments and corresponding tasks.
8 TOPDESK 5.1
The Availability Checker lets you immediately check your teams availability
TOPDESK 5.1 9
Request a demonstration
TOPdesk 5.1 is now available. To learn more about the new features, visit www.topdesk.co.uk/topdesk51 or www.topdesk.com/topdesk51. Here you can also request a free online demo. Please contact your account manager for further information.
10 PROJECT IN FOCUS
PROJECT IN FOCUS 11
Walther Berk
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 tailormade forms.
Meeting unique needs with TOPdesk bespoke work
TOPdesk is a standardized application. However, some customers require bespoke work to meet their unique needs. Common bespoke work includes adjustments to the Self Service Desk to ensure it meets the customers requirements and matches the corporate identity. TOPdesks 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 functional 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.
ABOUT HALF OF ALL CALLS ARE LOGGED VIA THE NEW WEB INTERFACE
Walther Berk
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 products error sensitivity. You can easily test intermediate products, thereby eliminating any incorrect assumptions. The products delivered are smaller, more manageable and easier to test.
12 PROJECT IN FOCUS
now we really stuck to the principles, with a clear testing period and a comprehensive Boskalis 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 points importance. It turned out that things that were considered 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.
COLUMN
JASMIJN MOERMAN
is a service management consultant at TOPdesk. She combines her consultancy job with coordinating facilities within TOPdesk.
14 CONSULTANCY
JUDITH LUMBELA
... is a consultant at TOPdesk. She supports TOPdesk implementations and gives training.
CONSULTANCY 15
What is an audit?
There are several standards for development and management processes, including ITIL, ISO and Cobit. Sometimes organizations want to adhere to certain standards voluntarily, but customers may also demand specific certifications, such as ISAE 3402 and SAS 60. Standards may even be required by legislation, as is the case with SOx and Basel II. Formally testing processes based on standards such as these is called an audit. TOPdesk Consultancy sees many customers who are faced with an audit. This article outlines the tool requirements for worthwhile audits, and how to perform such an audit with TOPdesk.
TIP: Many customers only authorize the system administrator to delete registrations. This helps you maintain a manageable audit trail.
Requirement 1: registration
You cannot test or assess something unless it is recorded first. This is why proper registration (of calls, changes etc.) is an essential audit requirement. Consistent and unequivocal registration makes it much easier to perform tests. TOPdesk is the perfect tool for registering calls, actions, activities and authorizations. Information is organized in a practical manner, streamlining work processes and increasing the traceability of your data. Our software helps you implement unequivocal task categorization and grants insight into who is responsible for a certain call or activity.
TIP: When setting up your tool, take into account the data you wish to use for benchmarking. You can do this by making certain fields mandatory and agreeing upon a specific processing method with your employees.
TIP: In TOPdesk, people who are not operators can also be registered as responsible for certain authorizations. Examples include managers, team leaders or process managers. These persons can grant authorization via the Self Service Desk.
16 CONSULTANCY
create an overview of relevant criteria. Regularly checking these overviews ensures that you can make any required adjustments in a timely manner. For instance, you can select registrations that were not processed on time, or have been assigned to another operator more than a certain number of times. TOPdesks reports can also provide valuable information. For instance, you can create reports on who has recently granted authorization in a few easy steps.
TIP: Use TOPdesks automatic emails to ensure that deviations from standard procedures are always reported. This eliminates the need for later audits and enables you to make timely adjustments, which can be an important part of meeting certification criteria.
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CUSTOMER IN FOCUS 17
EXEMPLARY E-GOVERNMENT
18 CUSTOMER IN FOCUS
e braved the first real storm of the autumn to visit a city that knows how to deal with calls about seasonal problems. The Dutch city of Kortrijk has set up a service point for its 75,000 citizens. Many other organizations have asked to take a look behind the scenes at Kortrijk now its your turn.
give feedback, whether the incident is already resolved or will take a while to process, says Vandriessche. The 1777 staff can answer most incoming questions. However, sometimes more expertise is required, such as for calls about pavement maintenance or tree pruning, says Verscheure. If activities relating to the call have already been added to the general plans, the actual response might not take place for anything from a few months to a year and a half. It is easy to digitally forward such calls to the service in question. Afterwards, the service employee maintains contact with the citizen. Although their main tasks are quite technical, the portal encourages them to communicate directly with citizens. This is one of the ways that 1777 ensures that citizens stay up to date on the status of their incident.
incident reported twice, or are they in the same neighbourhood? Incidents are now registered unequivocally, granting the council better insight into citizen questions. There is more structure, making it easier for them to detect problems. For instance, if ten people call us to ask about our opening hours, there must be something wrong with how we communicate that information, says Verscheure. Were trying to better recognize and address these problems. We also analyse problems per neighbourhood. This is done with a link between TOPdesk and local population files. If someone tells us their name, we can immediately look up where they live. When someone calls us, we can use all known data to provide better services, and it makes the contact much more personal. TOPdesk is also linked to a GIS (geographical information system) application. This lets the employees see the incidents on a map, so they can better assess the situation and correlate activities. It is especially useful for those responsible for the follow-up, as they can check the (living) situation before they travel to the site.
CUSTOMER IN FOCUS 19
the Request and Action fields, but also the operator, operator group and the operators telephone number, says Verscheure. They can also register a comment or ask a question. This is a huge improvement in our transparency. The introduction of this system was a serious change for both citizens and city council employees. It was a bit of a culture shock for the employees, says Verscheure, laughing. Starting in 2004, we were able
to register incidents and that worked wonderfully. All of a sudden citizens could do this too, and monitor every step. Making this internal information public took some getting used to. However, transparency is not always desirable, as Verscheure explains. When people complain about tree roots in the pavement, we discuss internally who will pick this up. However, who we assign the
task to isnt relevant to citizens. This is why we decided to also create a Notes field that is invisible for callers. This keeps the services transparent, but callers can only see the information valuable to them. The municipality of Kortrijk was honoured for its services at the last TOPdesk Symposium, but Verscheure and Vandriessche remain humble. Everyone does their best, and we will keep working to spread the word about 1777 and improve our follow-ups.
All Kortrijk citizens can use 1777 to register their calls or comments
20 WORKING SMARTER
PATRICK MACKAAIJ
is an information coordinator at TOPdesk.
WORKING SMARTER 21
field on a card, such as the serial number. Equipment almost always comes with a barcode that includes the serial number, so there is no need to enter it manually. This helps you avoid unnecessary work and typing errors.
The TOPdesk application manager uses roles to determine which operators can use the Barcode Scanner module and which menu options should be available. These operators also need read and write authorization for cards that are updated using the barcode link.
TIP: Add frequently used menu options to your operators Quick Launch Bar. Barcodes give you a clear overview of available hardware
22 WORKING SMARTER
Editorial
Want to comment? Go to www.topdeskmagazine.com The TOPdesk Magazine covers subjects that are topical in the world of professional service desks in IT, facilities and other service providing organizations. TOPdesk Magazine is intended for managers, service desk employees, facilities organizations and electronic city councils anyone who is involved
Scan all hardware Scan room Set up all hardware Review results in TOPdesk
with supporting clients on a daily basis. This concerns both the processes and the technology behind these services. TOPdesk Magazine is a TOPdesk
Update CMDB
publication Tel: +44 (0) 207 803 4200 Email: editorial@topdesk.com Chief Editor: Nienke Deuss Editors: Nienke Deuss, Timme Hos, Stefanie Klaassen, Milou Snaterse Translators: Leah Clarke, Nicola van de Velde, Hazel Hollis Contributors: Judith Lumbela, Jasmijn Moerman, Patrick Mackaaij Layout: Louise van der Laak Photography: Aad Hoogendoorn, Robin Kuijs, Jonas Mertens Copy editor: Nicola van de Velde A print run of 6,000 Quarterly magazine Languages: Dutch, English
No Barcode Scanner?
When purchasing a barcode scanner, make sure to take the following features into account: Batch memory (wireless memory) Ability to process 2D for longer values, such as the UnIDs in TOPdesk 5 TOPdesk works well with the Metrologic and the Opticon OPN-2001. A TOPdesk consultant always helps with the Barcode Scanner modules installation and initial set-up.
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The more your end users use the SSD, the more time and money you will save. After a successful promotion, the number of calls logged in the SSD increases by 40% on average!
t Please feel free to contact us to discuss the possibilities of your Self Service Desk promotion.
e contact@designagencyddc.com w designagencyddc.com
tips + tricks
Refreshing the Dashboard automatically
If you have set up an information screen to monitor your departments performance, you can use it to display a Dashboard. In TOPdesk 5.1 you can set up the Dashboard to refresh automatically, ensuring that the display remains up to date. Your application manager can set up the refresh period and the authorization groups to which this setting should apply. 1. Open the Technical Settings via the TOPdesk Menu > Settings. 2. Under Technical Settings, click on General. 3. Enter the refresh period in minutes at Update Dashboards. You can specify the groups to which the refresh applies as follows: 1. Open the Supporting Files overview page via the TOPdesk Menu > Modules > Supporting Files. 2. In the Overview block, click on Permission Groups. 3. Open the Permission Groups to which the automatic refresh should apply. 4. Expand the General block at the foot of the page. 5. Go to Update Dashboards and tick the Write column. 6. Save the card. Please note: we advise you not to refresh the Dashboard for all operators. Doing so could adversely affect TOPdesks performance. 1. Create a new operator and save the card. 2. In the TOPdesk login block, click on Copy user profile. 3. Select the operator whose profile you want to copy from the searchlist. 4. Click on OK. 5. Save the card.
TOPdesk UK limited t +44 (0)20 7803 4200 e info@topdesk.co.uk w www.topdesk.co.uk TOPdesk Deutschland GmbH t +49 (0)631 624 00 0 e info@topdesk.de w www.topdesk.de
TOPdesk Belgium bvba t +32 (0)3 292 32 90 e info@topdesk.be w www.topdesk.be TOPdesk Nederland BV t +31 (0)15 270 09 00 e info@topdesk.nl w www.topdesk.nl
TOPdesk Danmark A/S t +45 7015 7500 e info@topdesk.dk w www.topdesk.dk TOPdesk Magyarorszg Kft. (Hungary) t +36 1 301 0190 e info@topdesk.hu w www.topdesk.hu
Copyright 2013 TOPdesk UK limited. Although this magazine has been produced with the utmost care and attention, the writers cannot be held responsible in any way for any damages that may occur due to errors and / or deficiencies in this publication.