Professional Documents
Culture Documents
TOPdesk 4.4:
Trendsetter in mental health care / Customer in focus: Managing monkeys / Change Management in the control room /
EDITORIAL
10
I have never considered myself someone who pays attention to trends. Still, here I am: my smartphone is practically glued to my hand and I am active in just about every form of social media you can think of. You follow trends without even realizing it. Even pensioners have digital television receivers and watch The Antiques Road Show on BBC iPlayer. My mother is on Facebook (to the great annoyance of me and my sister), and my father is always on the lookout for the latest Wii games. Trends are no longer the sole domain of gadget freaks, which means trendsetters devote all their time to coming up with the next big hype. I cannot keep up with the rapid technological developments of the last few years. When I finally took the plunge and got a smartphone, the iPad was released. As soon as I got my shiny new flat screen television, all the commercials were telling me that 3D television is the future. If only I had waited a while The service management market is also awash with fastmoving trends. Groundbreaking frameworks are popping up left and right, and, thanks in part to new media, the New World of Work is on the up. Every company needs to start making choices: should we get a package for this? How should we position ourselves within the market? Do we even want communal working spaces? Every new development raises new questions. In this edition of TOPdesk Magazine, you can read more about the trends that we encounter with our customers, such as e-Mental Health. Not only that, but we can tell you about the next big hype for 2011: TOPdesk 4.4! I might not be a trendsetter, but if you work for TOPdesk, you are kept up to date on all the great features included in the next version. Above all, I was one of the first who was able to use the latest TOPdesk version. And that is something my mother cannot say! Enjoy the magazine, Nienke Deuss Editor in Chief, TOPdesk Magazine
18
CONTENTS August 11
7
FOR US, COLLABORATION BETWEEN FACILITIES AND IT IS ONLY LOGICAL!
Margreet Zomerdijk - GGZ Noord-Holland-Noord
3 5 9 10 15
NEWS TRENDS:
Trendsetter in mental health care The benefits of collaboration in TOPdesk
TOPDESK 4.4:
Simply working together
TRENDS:
The collaboration growth model from chaos to efficiency
22
18
CUSTOMER IN FOCUS:
Managing monkeys
WORK SMARTER:
Creating your own Card report
TIPS + TRICKS
25
Creating your own Card report Continue reading on page 26
Twitter
Following @TOPdesk_UK keeps you up to date on upcoming events and in the know regarding interesting topics relating to TOPdesk and the service management sector.
Aside from the user training, TOPdesk offers many other courses, both about the software itself (modules, reports, application management) and the topics discussed during the implementation process, such as Customer-oriented or Process-oriented methodologies. For more information, visit www.topdesk.com/en/services/consultancy/ or extranet.topdesk.com
NEWS
Hardware for Viafrica Even better SaaS support
Are you looking for a good place to donate your old hardware? TOPdesk partner Viafrica has started a PC donation project with PC processing company SiSo. Viafrica uses the proceeds from the old hardware to support IT education projects in Africa. The hardware is picked up free of charge and all data is wiped completely. It is also possible to donate servers, printers, switches and mobile phones. TOPdesk has made its software available to Viafrica, so that service centres in Tanzania and Kenya can support schools in their use of computer rooms. These rooms use hardware from sources including the PC donation initiative. Would you like to contribute to the initiatives success? Visit http://viafrica.org/ projects/pc-donation for more nformation. The SaaS Disaster Recovery test was run by the SaaS team, part of TOPdesks Support department. This time around, the SaaS stand-by service resolved all the issues remotely, as they would do with any issue reported outside office hours. Various scenarios were accurately recreated in a test environment. This test environment was a copy of the SaaS production environment, using fictitious data and including all elements, such as proxies, database server, VMWare hosts, firewalls etc. On Sunday 8 May, TOPdesk upgraded more than 270 customers to the latest SaaS version. Due to the extensive preparations, the customers hardly noticed the work being done, and could get to work immediately with the new version the following day. On 6 June, we performed the second SaaS Disaster Recovery test. Just about every problem was traced down and resolved within twenty minutes.
October
12 - 13 Performa Utrecht, The Netherlands 13 Demo day TOPdesk Office, Antwerp, Belgium 25 itSMF Annual Congress The Netherlands
6 TRENDS
TRENDS 7
nternet and IT are becoming steadily more important for services within the mental health care industry. Not only
care and cater to patients specific wishes. EMRs (electronic medical records) make IT essential for mental health care, explains Margreet Zomerdijk, TOPdesk application manager at GGZ NHN. Our care is now tailored to the patients specific
with internet therapy, which offers chat and video contact. That would be more effective than a central point offering only regular methods. Of course, a lot depends on the treatment method and the specific situation, but these additional options
because they increase patient support options: the Dutch mental health sector is soon going to be subjected to substantial funding cuts, and is also expected to face staff shortages. More efficient methods are needed to safeguard the quality of care. GGZ NHN is aware of this and is investing in innovative IT solutions for both patient support and internal services accordingly.
e-Mental Health
Within the mental health care sector, the trend to use IT resources to help support patients is known as e-Mental Health. IT and internet resources are used to simplify wishes. For instance, the patient could need immediate support. In that case, they could have access to that support really improve the quality of care. GGZ NHN is starting to specialize in remote patient support. They have >>
8 TRENDS
patients that are able to live virtually independently with the help of digital support from Telezorg, or Telecare. Telecare involves patients being able to contact aid workers via a touch screen in their home. Margreet: This makes our care assistance straightforward and fast, and available twenty-four hours a day. The patients can request assistance when they need it. This project, Home 2.0, is being extended to our whole region in 2011 and 2012.
to and use, rooms where patients are treated, designated quiet spaces, a library and a gorgeous high-tech conference room. I also give TOPdesk courses there, says Margreet proudly. If someone has a problem, I can put their monitor on the presentation screen and show the whole group how to resolve it.
and that is why this collaboration is only the next logical step for us. This helps the various processes fit together better. Also, we were placed in the same building last January, which means we have been working together more than ever before.
TOPdesk this year. And not just to handle incidents, explains Margreet. The HR department also needed a better overview of their own workload. Nurses are required to account for the hours they spend working, and it only makes sense to expect this from other departments as well. TOPdesk enables us to keep track of all this, and with a few clicks I can create and print a report on it. A lot has changed in the central services department over the past year. Margreet tells us that the transition to a single TOPdesk application and the collaboration with HR went very smoothly. It was a lot better than I expected, especially considering that in a short time, we implemented the New World of Work,
agents sit together in the phone space, where they support about two thousand employees in over thirty branches. This is where all the incidents are processed, from broken printers and washing machines to questions about pension agreements, explains Margreet. You have to sit together if you want to confer. A few years ago, the IT and Facilities departments worked in different TOPdesk environments. We noticed that seeing
E-MENTAL HEALTH MAKES CARE SIMPLE AND FAST, AND AVAILABLE TWENTY-FOUR HOURS A DAY
Margreet Zomerdijk - GGZ Noord-Holland-Noord
we moved, and all departments started working together in a single application. Picking up working with TOPdesk in a single week was really quite fast!
own theme, such as beach, heath or forest, and has been furnished to suit various working methods. The new interior also saves the GGZ main office a considerable amount of money. Although there are as many employees as before, they now require 30% less space. There are computers anyone can log in
each others data was really useful, says Margreet, as it allowed you to have all the details when an incident was logged. That is why we all started using a single TOPdesk together when we upgraded from Professional to Enterprise last year. Facilities and Automation have very similar processes for handling incidents,
ROB HAARING
is an HR advisor at TOPdesk and a TOPdesk application manager.
he Self Service Desk (SSD) is also known as the staff portal, service point or help desk. What it always
Desk. Then, based on the selected category or key words, the incident or request will be assigned automatically to the correct operator (group).
boils down to is a webpage where staff can register their own requests or incidents. However, one aspect of these applications that is frequently overlooked, is their potential to facilitate simple, straightforward communication between departments, allowing organizations to offer better support to their employees.
Automatic workow
Some requests require multiple departments to perform tasks. When someone is given a pay-rise, for instance, HR needs to adjust the contract, while the Finance department has to make sure that the new amount is paid out
are considered confidential. This need not get in the way of using the Self Service Desk. After all, TOPdesk offers a vast array of filter possibilities. This enables staff to use the Self Service Desk to file requests that include confidential data. These requests will be assigned directly to the HR advisors, so that the confidential data is only visible to people who, depending on their job, are authorized to see it. This makes working with the Self Service Desk not only clear for the staff, but useful for the operators and the various service departments.
every month. It is not uncommon for templates to be created in the SSD for this type of workflow. If a team leader uses the template (in the shape of a form) to request a contract change, this request is then immediately sent to HR. Once they have completed their task, the following
10
WHEN MAKING CHANGES AND RESERVATIONS, COLLABORATION BETWEEN IT, FM AND HR IS ESSENTIAL
Photography: iStockphoto
11
DURING THE RESERVATION PROCESS, TOPDESK FILTERS ROOMS AUTOMATICALLY BY THEIR CAPACITY
In the graphic planner, you can see instantly which rooms or objects are available or have been reserved
Reservations Management
Planning a reservation is easier than ever. Reservations Management is one of the modules that was given a complete overhaul in TOPdesk 4.4. In a few simple steps, both you and your end users can reserve a meeting room for both staff and visitors, including lunch and technical services. The module will also give you an overview of your organizations available rooms and assets from meeting and conference rooms to projectors, laptops and company cars.
12
service can be ordered per person or per reservation. Imagine that you are organizing a meeting for ten people. If you order lunch, the Catering department can see that they need to supply enough food for ten people, and the costs will be calculated automatically.
allows you to select alternative services and rooms should reservations overlap. It is also easy to edit recurring reservations, allowing you to adjust the number of attendees or adding a service to future reservations in one go.
13
VIEW THE PLANNING OF A CHANGE BEFORE THE REQUEST HAS BEEN APPROVED
Change Management
When your organization implements changes, interdepartmental cooperation is essential. The Change Management module helps you to request, plan, perform, monitor and complete both simple and extensive changes. For instance, if you need to upgrade a server, TOPdesk can help you start the various processes needed to get the job done. Everyone will know which tasks need to be completed, and when. TOPdesk 4.3 already saw a complete overhaul of Change Management, which included the addition of a handy planner, checklist and Change explorer. Based on customer feedback, we have implemented over a hundred changes, both large and small, making this module even more intuitive than before. Template activities are reusable, making it is easy to construct new templates from existing activities. All your templates will remain up-to-date; if you need to change a template activity, such as the default operator, you only need to do it once. All templates which include that activity will be updated automatically.
14
In the improved Change explorer, the status of activities can be seen immediately
version, the Self Service Desk can display changes on department, site and subsidiary level. This allows managers to see not only the changes they need to authorize, but all changes that affect their department.
TRENDS 15
ROBBERT PETTERSON
...is a consultant at TOPdesk and has extensive experience in leading large projects. He specializes in human interaction within service management.
hen different departments collaborate, money is saved and both efficiency and
departments work processes even better. Processes that currently overlap can be made much more efficient.
growth model, which describes this growth process in four phases. Phase 0 is characterized by the absence of collaboration, while phase 3 features complete process integration in the various
customer satisfaction increase. Costs for supporting tools can be cut and it is much easier for the various departments to share information with each other. This does not mean that a Facilities employee has to know everything about IT, but if he understands the basics, he can already be of more help to the end user. However, what is most important is that collaboration helps streamline the various
departments.
16 TRENDS
also uses different tools. In such situations, it is not unusual that new employees do not receive everything they need to get to work on the first day.
departments work. They will realize that they all serve a single customer: their colleagues. In order to make things as easy as possible for their colleagues, they will create a single contact point. This will save their colleagues from worrying about
to such events. The departments have to bring their own individual work processes together and integrate them into a single process. This will improve collaboration. A good example is the commencement of a new employee. HR will start this process by making a staff file with personal information. Using this information, the IT department can create a network account and the Facilities department will be able to supply a work station. As soon as this has been done, IT can arrange for a PC to be delivered to the new work station.
who they can turn to when they want to log an incident. This is especially useful for calls which seem to fall in between departments. For instance, if there is a problem with a printer or phone, the end user could be uncertain about whether to contact the IT or Facilities department. To set up a single service point, the departments will have to make agreements regarding potentially confusing calls. They need to determine who will be responsible for such incidents. When the end user logs an incident with the service point, they want to be sure that their call will be handled correctly. If this does not happen, the user will not be satisfied and, as a result, lose faith in the service point.
Collaboration can be further improved in phase 3. The process described above could be well-coordinated, but what about other cross-departmental processes? Current processes could also be optimized. For instance, other departments could be involved in the recruitment process; think of Property Management, a department often responsible for key cards.
Resistance
Collaboration between departments develops in phases, and each phase can breed resistance among the department employees. Teams develop their own identities, with their own values and rituals. When teams start working
transcend departmental borders, such as an employee starting work or leaving the organization. Every department contributes
TRENDS 17
END USERS MUST BE ABLE TO RELY ON THE SERVICE POINT TO CORRECTLY PROCESS AND RESOLVE THEIR CALLS
Robbert Petterson - TOPdesk
together, they have to consider each other. This means giving up some independence and old habits. The more the collaboration between departments increases, as described in the collaboration growth model, the more individual departments will have to give up independence. They will need to make further crossdepartmental agreements, and will become more co-dependent. In order to minimize resistance, it is important that all employees have a clear idea of the goals of collaboration. It is the managers job to clearly communicate these goals to the employees. He has to pay close attention to possible resistance in each phase. If collaboration is difficult at first, the manager has to pinpoint the cause and provide a solution. Furthermore, it is also important that he motivates his employees, for instance by keeping them updated on the progress towards achieving the communal goals. efficient work processes, improved end user satisfaction and, also not unimportant, to saving money. The various supporting departments work processes are really quite similar, and they can best learn how to streamline these processes by working together in one tool; however, this collaboration cannot be realized overnight. It is a step-by-step process.
Service management extends across several supporting departments
IT
Finance
FM
Supporting departments
HR
Which phase is your organization in? Would you like to know how you can integrate your various departments processes? To discuss the possibilities, contact us on: +44 (0) 207 8034200
18 CUSTOMER IN FOCUS
CUSTOMER IN FOCUS 19
MANAGING MONKEYS
Due in part to a sponsorship deal, AAP Foundations Technical Service was able to get to work with TOPdesk recently. AAP Foundation uses CAFM for facility-related activities, such as maintenance work and repairing the animal enclosures. Rob Bloem, head of the Technical Service, tells us about the facility work at AAP Foundation and their plans to professionalize.
AP Foundation is a European rescue centre and sanctuary for exotic animals, with branches in the Netherlands and Spain (the permanent sanctuary Primadomus). The foundation
Technical Service, which has been lead by Rob Bloem for the past three years. His team comprises two foremen, who are responsible for the daily jobs. Then there are another ten volunteers, many of whom work there through social work initiatives. We work with youngsters from difficult backgrounds, who have experience with addiction rehabilitation, the police, involuntary commitment or integration processes, explains Rob. On the other hand, retired vocational college teachers are also part of our team. Its a mixed bunch. Everyone is very motivated. The Technical Service department at AAP Foundation carries out extremely varied tasks. People end up coming to us when they have nowhere else to go. We are mostly busy with buildings and plots. Like other organizations, we have offices that need taking care of: the heating and lights need to work, and we dont want the desks and ceilings falling to pieces, explains Rob. What makes the Technical Services work stand out, is that a lot of it is done by commission of the animal carers. The enclosures are
houses animals that are found in deplorable conditions, with the eventual goal of placing them in a more natural environment. Aap means monkey in Dutch, and indeed, primates are the foundations main focus: from chimpanzees to tiny white-eared marmosets. AAP Foundation also rescues other mammals, such as raccoons, degus and chinchillas. The animals come from circuses, or private owners who either wont or are unable to care for them properly. AAP Foundation works with various authorities and often relies on tipsters in order to find the animals. The foundation does not just rescue animals; they also actively prevent animal abuse through education on proper care, and lobbying the Parliament to have related legislation adjusted accordingly.
always in need of adjustments or repairs, and are part of the daily workload, as Rob explains: A hundred and fifty monkeys, thats >>
20 CUSTOMER IN FOCUS
basically a hundred and fifty vandals. Look at the chimpanzee complex. The other day, a chimp punched straight through some 18mm Trespa High Pressure Laminate. My colleagues went in to repair it, while the apes watched them through the window. The first thing they do after something has been repaired, is see if they can break it again. It is almost a game between the Technical Service and the animals. We try to make everything as strong and secure as possible, while they try to make our lives as difficult as possible in order to show us how creative they are.
has already set up one department that handles all incidents and malfunctions. As we speak, they have forty persons and four operators registered in TOPdesk. Everyone who wants to put in a request with the Technical Service has to do this via TOPdesk. The CAFM is used to initiate and register most of the work done by Robs team, which means that the mess of work orders is now a thing of the past. Rob tells us about the activities registered in TOPdesk: At AAP Foundation, we have a lot of hatches, to let the animals in and out. Some of the hatches give us some trouble from time to time. They
get dirty or stuck, which means they cannot open or close properly. We try to make these hatches as monkey-proof as we can, so we keep track of all the maintenance work in TOPdesk. Now that he is reaping the new CAFMs benefits, Rob is looking towards the future. Once the incidents and requests have been streamlined, the next interesting module for AAP foundation seems to be Reservations Management - not only for meetings, but also for housing interns. Our interns often sleep here, Rob explains. We have two houses especially for this purpose; AAP Foundation is one of the most renowned organizations of its kind. We have about fifteen beds available, all of which have been registered in TOPdesk. My colleague can now reserve them in TOPdesk instead of using Excel. Rob Bloem is optimistic about his departments professionalization. Im very happy with how the system is currently running, as well the commitment from both TOPdesk and the consultants who visited. They really managed to see things through the eyes of AAP Foundation.
THE FIRST THING THE MONKEYS DO AFTER SOMETHING HAS BEEN REPAIRED, IS SEE IF THEY CAN BREAK IT AGAIN
Rob Bloem - AAP Foundation
COLUMN
ANNEMARIE MOEIJES
is a consultant at TOPdesk and has years of experience with implementations and changes within various organizations.
e will not likely find someone who is into that kind of holiday in a mobile home in France.
moon when a reorganization or merger is announced: new colleagues, new tasks and having to look for the person who needs your metaphorical wad of cash to get things done. Over the past few years, TOPdesk implementations more frequently go hand in hand with reorganizations and fusions. Services are centralized and teams are consolidated. Even three years after a merge or reorganization, you can see the virtual borders from the previous situation: Us and them. It is only logical, as humans were not built for change. Nevertheless, such changes are great opportunities to develop as an employer. It is an employers job to create a safe environment for people to slowly change and develop. The employer also has to think about his own personal aims and how he can realize them within the new work situation. The other day, I saw a fantastic example of this in a merged organization. Instead of denying that two different company cultures were
now being brought together, the team leader gave these cultures the space they needed. He provided employees from both organizations with their own desk groups, but put the two groups in the same space. That way, the employees could gradually get to know their new colleagues at their own pace and retain their old work habits. Leave people alone long enough, and they will be getting each other coffee, conferring and exchanging ideas in no time. I am convinced that these people will eventually leave their metaphorical couches to go on adventure: they were not uprooted, just trimmed a little. If you find yourself reorganizing, respect the fact that people want to change, but crave safety and familiarity at the same time. Make sure that mobile home dwellers like me are not put on a plane to Nepal, but let us put our mobile homes somewhere closer to home. That way, everyone benefits.
And yet, I cannot think of anything better than cycling into town to buy a baguette, and would rather not think of sitting on some overcrowded train in Asia with a bunch of chickens on my lap. There are plenty of television shows that use this concept: from the safety of your own coucha bowl of snacks within reachyou can watch your fellow countrymen pursue happiness overseas. That, andlets be honestyou can enjoy the drama of Mediterranean builders who miss deadlines, building permissions that are only approved with the help of strategically placed wads of cash and summer loves that turn out to be considerably less lovely after the first few romantic strolls on the beach. Jobs are a huge part of our livesanother area where we enjoy predictability. Most people are not exactly over the
22
23
hen emergency services employees want to log incidents related to control room systems or network equipment, they go to the control rooms IT
says Frans. We want to use Change Management to help us structure these changes.
department. The Control Room Brabant South-East, based in the Netherlands, uses TOPdesk to track these incidents and handle change requests. Every year, its staff process about 3600 incidents regarding system and equipment malfunctions.
This type of process requires multiple steps, such as deactivating the unit and informing the team leader. Change Management can help support workflows like these. Brabant South-Easts control room has created templates for its various processes. If an incident regarding lost equipment is logged, they simply select a template and all operators will automatically receive an email detailing the steps they need to take.
An instructive session
All attendees found the session very useful. There was a considerable knowledge gap between some individuals, which lead to many different questions: from specific functionalities to process design. At the end of the day, Gerben and Frans are
satisfied with the results. It was a successful afternoon says Frans. We are noticing that other control rooms are also using the Change Management module.
24
WORKING SMARTER 25
PATRICK MACKAAIJ
... is a consultant and team leader at TOPdesk. He specializes in technical issues and optimizing processes.
26 WORKING SMARTER
<th>ObjectID</th> <th>Type</th> <th>Make</th> <th>Serial Number </th> </tr> {Objects} <tr> <td>[Object_ID]</td> <td>[Type]</td> <td>[Make]</td> <td>[Serial Number]</td> </tr> {/} </table> A good introduction to learning HTML and CSS is provided on the website http://www. w3schools.com. To see a preview of the end result during editing HTML and CSS, you can use the website http://htmledit. squarefree.com.
created in this way are not saved on the card itself, in contrast to documents created by the RTF Creator. As a result, this type of card report cannot be sent as an attachment in TOPdesk by just ticking a checkbox.
operator runs two Special events: one to create the report, and a second to open the report. The TOPdesk server creates the report file as a temporary text file with the Action settings in figure 1. The report file will be placed on the server in the temporary files folder. TOPdesk will then run the file
The GET field refers to the generated file with the following text: /tas/secure/TOPdesk-reports/\ U[Compound_Name] [-UNID-]\u.doc Please note: The text between \U and \u will be encoded by TOPdesk. This means that it is also possible to use a file name containing a space. If you want to be able to open the card report from any incident card, you must create the Action settings in a first line, second line and partial incident card. It is also possible to create an HTML file and open it in a web browser. The disadvantage of this is that when you print a web page, the header and footer text appears on the print-out by default. Deactivating this at each work station takes a lot of time and effort, but perhaps certain users will appreciate being able to do this.
MoveFile.cmd; a batch script with which the temporary file (variable %1) will be moved to a location from which the TOPdesk operator can access it through the TOPdesk server. This location is configured in the batch script. You can create the batch script in the TOPdesk installation master folder, using the following content: move %1 web\secure\TOPdesk-reports\%2. doc Before you do this, ensure that you have created the folder TOPdesk-reports on the TOPdesk server in the folder /web/secure. Tip: You can easily copy the report to a different location and build up an archive by using the copy command with appropriate switches on a separate line. The second Action setting makes it easy for operators to open the report that has been created via a context menu.
For previous tips on sending professional emails from TOPdesk, please refer to the TOPdesk Magazine from December 2010 (p24).
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 with supporting clients on a daily basis. This concerns both the processes and the technology behind these services.
TOPdesk Magazine is a TOPdesk publication Tel: +31 (0)15 270 09 00 Email: editorial@topdesk.com Chief Editor: Nienke Deuss Editors: Nienke Deuss, Timme Hos, Niek Steenhuis Translators: Leah Clarke, Hazel Hollis, Nicola van de Velde Contributors: Rob Haaring, Robbert Petterson, Annemarie Moeijes, Sanne Brakel, Patrick Mackaaij Layout: Cathy van den Berg, Joost Knuit, DDC design agency Photography: Ted Erkkila, Aad Hoogendoorn, iStockphoto Website: Timme Hos A print run of 1,000 Quarterly magazine Languages: Dutch, English
HRM is the process of working with people, but often the administrative hassle leaves you with no time to spare. TOPdesks call and workow system can improve your efciency, giving you more time to focus on your colleagues.
Attend one of our seminars in London on 20 and 21 October or in Antwerp on 13 October to see what TOPdesk can do for your organization. For more information, call us on +44 (0)20 7803 4200 (UK) or +32 (0)3 292 32 90 (Belgium)
HR Services Simplified
tips + tricks
Scanning hardware and software with the TOPsis Visual Basic Script
From TOPdesk version 4.3 onwards, it is possible to use a Visual Basic Script to scan Windows servers and work stations in your network. This means that you will no longer have to use the TOPsis service. By using your start up or login script, you can use the Windows workstations to access topsis.vbs, which will then perform the scan on the hardware object. All scan result files are then saved in a central folder, to be determined by you. TOPdesk will import all these files at a set time every day and process the data on the Hardware Cards (Management tab). This new functionality also makes it possible to create new Hardware Cards when scanning. The latest TOPsis-VBScript is available from TOPdesk Support. You can generate reports about specific data, such as a certain category of incidents, or sorted by operator group. A number of customers use Selections to create these reports, but there is another way, which is particularly useful for lite customers. The filter option in the Report wizard can be used to adjust the report output. When compiling the report, click on the filter icon when you reach the third step, and you can immediately select the groups you want to use to filter your results.
TOPdesk UK limited t +44 (0)20 7803 4200 e info@topdesk.co.uk w www.topdesk.co.uk TOPdesk Germany GmbH t +49 (0)631 624 00 0 e info@topdesk.de w www.topdesk.de
TOPdesk Belgium t +32 (0)3 292 32 90 e info@topdesk.be w www.topdesk.be TOPdesk Netherlands t +31 (0)15 270 09 00 e info@topdesk.nl w www.topdesk.nl
TOPdesk France t +33 1 4222 2314 e info.topdesk.fr w www.topdesk.fr TOPdesk Hungary t +36 1 301 0190 e info@topdesk.hu w www.topdesk.hu
Copyright 2011 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.