December 2015, issue 4, volume 17

In this issue:
All about Knowledge
Centered Support
How shift left helps us
work better

IT IS ESPECIALLY IMPORTANT
TO FOCUS ON COMMON
ISSUES, LIKE SIMILARITIES

BETWEEN FACILITIES AND IT

Read the interview with Cebeo on page 6

EDITORIAL

Knowledge is no piece of cake

Say you have two children, and one piece of cake. How do you
make them share it fairly? Its actually one of the oldest tricks
in the book: you let one child cut the cake into two portions,
and let the other one choose. The child cutting the cake will try
to do so as honestly as possible, or hell be left with a smaller
piece. If only he didnt have to share in the first place.
This principle works differently with knowledge. Knowledge
can multiply if you share it just like happiness. You learn from
each other and can also gain new insights. Belgium wholesaler

13

Cebeo understands this: one of the first things they did when
IT and Facilities started collaborating, was share knowledge. Its
one of the reasons the introduction of TOPdesk was a success.
Our support department has also started sharing knowledge
more actively: with colleagues, but also with you as our
customer. Thats why we recently published hundreds of
knowledge items via our Extranet, with answers to frequently
asked questions. In this magazine you can learn more about
this knowledge management project and the methodology
behind it.
Enjoy your read!
Nicola van de Velde & Milou Snaterse

IT IS ESPECIALLY IMPORTANT TO
FOCUS ON COMMON ISSUES, LIKE
SIMILARITIES BETWEEN FACILITIES
AND IT
Wim Neirinck
IT application development manager, CEBEO

Read more page 6

CONTENTS December '15

KCS
20

04

NEWS

06

FACILITIES AND IT: TWO TEAMS, ONE

GOAL, ONE TOOL

10

SYSTEM INTEGRATION WITH TOPDESK

13

SHIFT LEFT (LEFT) AND KCS: WORKING

TOWARDS BETTER SERVICES

16

WERE LIVE! NOW WHAT?

The importance of good functional management

20

LOWER YOUR COSTS PER CALL WITH KCS

23

COLUMN

About satellites and software

25

OVERCOME SURPRISES WITH AN

ACCEPTANCE ENVIRONMENT

28

TIPS + TRICKS

ON THE COVER:
Jo Vanackere and Wim Neirinck
from Cebeo. On page 6 you can
read how they improved the

23

collaboration between Facilities

and IT.

4 TOPDESK MAGAZINE - SEPTEMBER 2015

Stay up-to-date
To stay up-to-date on the latest
TOPdesk news and service

Introducing TOPdesk 5.7

management developments,
follow us via these channels.

TOPdesk has released a new software version: TOPdesk 5.7. This release comprises new features
for Asset Management, Operations Management and Reservations Management.

TOPdesk Newsletter

It is now possible to perform bulk mutations in Asset Management. This new functionality

@TOPdesk @TOPdesk _UK

enables you to adjust the status of a large numbers of assets in a single action. This provides

facebook.com/TOPdesk

better support when moving or reorganizing. Whats more, it also easier to collaborate with

linkedin.com/company/topdesk
community.topdesk.com

@TOPdesk
Floris257 @TOPdesk Thanks for the
awesome support! It really helped
us out! :-)

LRCDude #ontour15 @TOPdesk_

UK enjoyed Service Catalogue
workshop with Petra. Super useful
and our own kit to take away

Martijn A webinar is such a great

way to talk to a lot of people :-) @
TOPdesk_NL thanks for the clear
explanation.

TOPdesk_NL This week @LUMC_

Leiden registered its 500,000th
incident. A milestone that calls for
a celebration

your suppliers within the operations management process. The operations activity card now
contains a supplier field where you can fill in the activitys supplier. This way, you will always
have a clear overview.
Have you not upgraded to TOPdesk 5 yet? You can request a free demo account via your
account manager.

5th anniversary of UniDesk

Its been five years since three of Scotlands leading universities - Edinburgh, St Andrews and
Abertay Dundee - joined forces and founded a shared vision of establishing a call management
system. This was specifically tailored to meet the demands of the daily operational processes in
the somewhat unique world of the higher education sector. Today six universities are a part of
UniDesk and we hope to see many more joining in the future.
TOPdesk was a part of this journey from the very beginning and continues to actively support
UniDesk and its members. You can discover more in the following article written by Lorraine
Brown, Service Management Team Manager at the University of Edinburgh: http://blog.
servicedeskinstitute.com/happy-5th-birthday-unidesk

NEWS

Calendar
20
21
22
23
JAN
JAN
JAN
JAN

UK

TOPdesk opens branch in Canada

As of 1 November 2015, TOPdesk has a new branch in Canada. Eric Mal, the new branch

Bett Show,
Excel London

manager, is an IT professional with over twenty years of experience in the field of

service management.

26
JAN

TOPdesk Canada Inc. will support all current Canadian customers, as well as work on expanding

Services 2 Schools,
Scunthorpe

our Canadian customer base. If your organization has a Canadian branch and is looking for a
good service management tool, your Canadian customer can contact TOPdesk Canada Inc.
via 1 647-777-143 or info@topdesk.ca.

27
JAN
SDI Universities Service Desk,
Oxford University

FEB

NG UCISA IT and Estates,

Birmingham

10
MAR
SDI Software Showcase,
London

16
17
MAR
MAR
UCISA Management Conference 2016
Manchester
We wish you a

26
JAN
TOPdesk ERFA-dag,
Syd Energi, Esbjerg

Merry Christmas!

DK

A holiday make-over for your SSD

TOPdesks Christmas look-and-feel is something our customers look forward to each year and
we wont disappoint you this time. You can now give your Self Service Desk and general login
page a festive make-over.
The Christmas look-and-feel can be downloaded on TOPdesk Extranet. If you have any questions
or need help installing the add-on, please contact TOPdesk Support on +44(0)20 7803 4200 or
via support@topdesk.com.

6 TOPDESK MAGAZINE - DECEMBER 2015

FACILITIES AND IT:

TWO TEAMS, ONE
GOAL, ONE TOOL

CUSTOMER IN FOCUS
Cebeo is an electrical wholesaler with a strong customer focus. They are
not only concerned with the services at their stores, but also with offering
even better support to their employees. The collaboration between
Facilities and IT is a good example of this.
TEXT: NIENKE DEUSS PHOTOGRAPHY: JONAS MERTENS

Cebeo focuses on the sale of electrical supplies for the

Centralizing supporting services

building and housing industry. Both the shops and web

Cebeo has always been a decentralized organization. The

shops offer a diverse range of materials for professionals:

warehouse has close to 40,000 m2 storage room, and 32

from installation material to cables. Cebeo continues to

stores spread across Belgium. Over the past years, Cebeo

diversify their range with more specialized products

has grown considerably thanks to a takeover, which meant

and they recently started selling professional tools for

they had to manage the organization differently. Up to

technicians. Over the years, Cebeo has developed into a

three years ago, the sales and supporting services were

large organization with about 700 employees who work in

spread across several locations, says Vanackere. This

procurement, logistics, sales and supporting services like

leaves you miles apart, but you still have to work together

Finance, Marketing, HR, Facilities and IT.

which isnt efficient. Whats more, the look of the

We want to be the best

Cebeo is market leader in Belgium. This is really important
to us, says Jo Vanackere, responsible for the internal and

buildings didnt match Cebeos image, says Neirinck.

We supply goods for projects in the service industry
sector, so our offices should set a good example.
In 2011 Cebeo decided to bring management,

external communication at Cebeo. But more importantly:

procurement and all supporting services under the

we try to stay close to our customers. It doesnt matter

same roof. This wasnt a straightforward decision, says

to them that were the biggest, but rather that were

Vanackere. Especially when it came to the human aspect.

the best. Everything we do should focus on helping

Moving to the other side of the country isnt necessarily

customers improve. This strategy is reflected in all of

a logical step for someone from Antwerp. Thats why we

Cebeos activities: from the way they help customers to

thoroughly prepared and discussed the move. Weve been

communication. Its all about the customers experience,

located in the new office for three years now.

says Vanackere. Analysing our customers purchasing

behaviour has helped us understand their needs. We

More central, structured and efficient

adjust our basic product range based on these needs,

In addition to the internal centralization of Cebeo, the

helping us improve the availability of these products for

stores were also modernized. New stores were opened,

our customers.

says Vanackere, and older stores were redecorated.

Cebeo continues to work on their customer-oriented

The buildings that house our stores are also like a shop

approach, says Wim Neirink, IT application development

window where we can apply our clever solutions for

manager. We expanded our webshop with a number of

houses and buildings. This has made our buildings

functionalities important to technicians, helping support

more complex.

them in their work as entrepreneur. We have the same

Facilities had to manage a large number of sites

approach at our stores. It can be hard for customers to visit

with a small team, says Neirinck. They needed a more

the stores during opening hours. This is why our stores

structured approach so they started looking for a tool

have lockers where customers can collect their orders

to support their tasks.

when it suits them.

8 TOPDESK MAGAZINE - DECEMBER 2015

Facilities wasnt alone in this. We were

already looking into our supporting services
and how we could improve the follow-up of
calls and requests. Our IT department required
more streamlined communication and more

ITS DEFINITELY WORTH INITIATING

COLLABORATION AT SUCH AN EARLY STAGE
Wim Neirinck
ICT application development manager, CEBEO

structure amongst the different specialists

within the team. Consequently, IT had been
looking for a tool for a while.
dont want to set up everything in one go

Neirinck. TOPdesk was also a new tool for

and present it to your end users. This way

Facilities and IT staff. But we took the time

The different departments came together for

everyone involved could get used to the

to let everyone get used to the changes.

the tool selection. Its perfectly normal for

procedures at Facilities, making it easy to

Sometimes you need to give a slight push in

end users to use a single tool, says Neirinck.

expand from there.

the right direction. Vanackere agrees: You

Shared Service Management

And we soon realized that our Facilities and IT

departments would benefit as well.
There are many organizations where the

Working together in one tool

can expect questions when you introduce a

new tool, so communication is very important.

Facilities and IT calls can now be registered

You have to set clear goals for everyone. Not

IT and FM worlds dont mix. At Cebeo these

in TOPdesk. The benefits of this collaboration

only the people involved in the supporting

departments initiated collaboration. We

in one tool are already visible. Our work is

services, but also the end users need to know

believe its important to learn from each

more structured, says Neirinck. And we are

what is happening and why. Even if youve

other, says Neirinck. Our tasks overlap.

more transparent in showing what were

arranged all your processes, the project wont

For instance, when setting up a network,

working on as supporting departments. For

succeed if your users wont cooperate. So

both Facilities and IT are needed. Facilities

instance, we can now easily create reports on

when we have our online helpdesk, were

enables the physical installation, while the IT

the number of resolved calls. And what about

offering them a manual, but they can still call

department manages the infrastructure.

separating Facilities and IT calls? We barely

us as well. Well explain to them how they can

get to see each others work. We still manage

log calls as often as we need to.

When selecting the tool, Cebeo examined

the requirements and wishes of all the

our own tasks as were used to, but we can

departments. Its definitely worth initiating

easily find each other when necessary. Its also

collaboration at such an early stage, says

much easier to assign calls to each other: all

Nierinck. For the first meetings we looked

details are now registered in the

at how the departments work and made

call or change.

clear agreements. Of course we had some

Both departments not only see advantages

reservations. We didnt want all Facilities calls

for themselves, but also for internal

to be visible in the system to IT, or vice versa.

customers. We used to receive a phone call

Facilities as frontrunner

with a problem or question, says Vanackere,

but the end user didnt always know which

The tool they chose was TOPdesk, and a

department of person they could turn to.

consultant helped with the set-up. It is

Weve now set up TOPdesk in such a way that

especially important to focus on common

this is no longer a problem. We can easily

issues, like similarities between Facilities

reassign calls and send them to the right

and IT, explains Neirinck. To start with, we

department or person.

registered all location and employee details:

details important to both departments. All

Taking your time

in all, the processes are quite similar. I never

Whether or not Cebeos departments were

heard of any problems with the tools set-up.

already using a tool, change always takes

Facilities was the first to work with TOPdesk.

We took baby steps, says Neirinck. You

getting used to. You have to make the

transition as smooth as possible, says

Dreams for the future

Even though Cebeo is in its start-up phase,
they already have many ideas for the future.
Other supporting services have started
asking questions, says Neirinck. Theyre
considering working in the same tool.
Weve already set up a meeting with HR to
discuss it, but wed like to get our basics right
before moving on. Well stick to the step-bystep approach.
In addition to expanding to other
departments, Vanackere also sees other
opportunities. I believe its important for
every organization to understand the users
needs when setting up a tool. This not only
concerns the parties involved, but also the
internal customers. We will definitely evaluate
the tools use with the end users. We always
look at how we can help our customers even
better its in our DNA.

CUSTOMER IN FOCUS

Simply working together

according to Cebeo:
1. Initiate collaboration with
supporting services at an
early stage.
2. Focus on common ground and joint
aspects of the services.
3. Research your users needs and take
these into account when setting up
your tool.
4. Make it as easy as possible for
people to use a tool.
5. Dont do everything at once, but
take it one step at a time.

Jo Vanackere (l) and Wim Neirinck

10 TOPDESK MAGAZINE - DECEMBER 2015

Lukke van Bemmel

is a TOPdesk consultant. As a technical specialist,
she mostly deals with links between TOPdesk and
other software applications, and custom-made forms
to support organizational processes.

SYSTEM INTEGRATION WITH

TOPDESK
Every organization uses different types of tools. You can make your work easier and
more efficient by linking these various software systems with system integrations and
connectors. Because there are a number of integrations to choose from, you should ask
yourself: which integration fits best within your organization? And is integrating always
the right solution?
Different types of integrations

sometimes called a star integration. When you however look at all the

System integrations and connectors are both links between multiple

integrations together, it appears to be a tangle of spaghetti. This shape

software systems. Connectors are a standardized type of system

automatically appears when multiple integrations are implemented.

integration. These connectors and system integrations are used

interchangeably in practice. However, a connector sometimes needs a

3. Horizontal integrations

lot of bespoke work, and an integration can be created in one go.

These are integrations where different tools are linked to one other
system. This system is often called a service bus. Each software tool

We differentiate between different types of integrations: vertical

gets a separate integration with the service bus. Linking to the service

integrations, spaghetti integrations and horizontal integrations.

bus makes it possible to share data with all other linked tools.
One of the advantages of horizontal integrations is that it is possible

1. Vertical integrations

to easily link new software systems to existing links. Tools can also be

These are one-on-one links between systems. A link between a file

easily replaced by new versions or different systems. You are however

with personal data (like an Active Directory) and TOPdesk, for example.

dependent on a sub system that functions as a service bus. This can

An integration is created specifically for these two systems. Vertical

be a disadvantage because there is an additional system that needs

integration is quite easy. You often dont need more than both suppliers

to be maintained or can break down. A horizontal integration is often

who develop and implement an integration between the

only cost-effective when your organization needs many links between

two systems.

different tools.
This is why organizations often choose a spaghetti integration or,

2. Spaghetti integrations

if there are only a couple of integrations, a vertical integration.

These are integrations where each tool is linked to several other

Vertical integrations are easy to set up because they only comprise

systems. When you view it from one software tool, it appears as if

two systems. Horizontal integrations always have a third system:

all these links form a star. That is why this integration type is also

the service bus.

TOPDESK MAGAZINE - DECEMBER 2015 11

Possibilities in TOPdesk

When to choose a system integration?

For most implementations concerning the import of personal data,

When your organization chooses a system integration, it is important

TOPdesk offers a vertical integration with Active Directory. This

to determine the goal of the integration: which problems it will solve,

integration is usually performed on a daily basis. If there however is

what it costs, and the amount of maintenance it will need. An example:

another integration from TOPdesk, it will start to look like a spaghetti

a TOPdesk call is logged by email at a supplier. The call should ideally

integration. This is the case when TOPdesk does not only take its

contain all the information that the supplier needs. However, this is not

personal data from Active Directory, but also from the personnel

always the case. It may seem like a solution to transfer the calls data

system Beaufort.

using an integration with the suppliers TOPdesk or other application.

It depends on the customers system set-up whether TOPdesk

An important question however is: how often does this supplier

consultants can implement a horizontal, vertical or spaghetti

resolve a call? Is it a couple of times per month? The costs of the

integration. It is possible to import personal data from a service

integration would most likely not outweigh the time saved. Does

bus to TOPdesk, for example. The personal data can originate from

this happen often or does it cost a lot when the supplier does not

two different systems while TOPdesk is the source system for phone

properly solve the problem or cannot solve it at all? Then the choice

numbers. TOPdesk can send this information to the bus so the other

for an integration of certain tools is obvious. Almost all software

systems can process the information.

systems can be integrated, so the fact that it is technically possible does

not always mean that an integration should be realized. You need to ask
yourself what the advantages are and what you want to gain from
an integration.

More information?
Are you interested in a system
integration or would you like to know
more about the possibilities with
TOPdesk? Please visit www.topdesk.com/
integrations.

12 TOPDESK MAGAZINE - DECEMBER 2015

TimeTell
Planning & TimeSheet

TimeTell - The solution for planning and time registration

TimeTell is an extensive system for planning and registration of time,
hours, leave and absence. One of the characteristics is the ease of use; it
is important that people do not hesitate to work with the timesheet. It is a
complete and powerful solution, which can interface with other systems
like TOPdesk or other HR, ERP and financial systems.

To support the management, TimeTell offers a dashboard with a summary

of the most important information.

Furthermore, you can plan staff and projects. Staff planning can be used
to allocate people to a specific job and project. The TimeTell project
planning functionality helps you make Gantt charts in order to gain more
insight into the process structure and progress. Both planning and
realisation of spent hours can be registered in TimeTell, which makes it
easy to control and manage projects.
The solution is available both online and on-premise. This can be
combined with the TimeTell App, enabling you to work anywhere with
TimeTell.
Every organisation large or small, profit or non-profit can work with
TimeTell. Users around the world are Bosch Security Systems, Bayer,
DB Schenker and the Rail Safety and Standard Board.

Timesheet

Leave &
Absence

Calendar

Trip
registration

Like TOPdesk, the TimeTell software is developed in the Netherlands.

It is used by more than 500 clients worldwide, and is available in English,
German and Dutch.

If you would like to know more about our

solution, please visit our website:
www.timetell.com
+31 (0)70 311 48 11
info@timetell.com

TOPDESK MAGAZINE - DECEMBER 2015 13

Joost Wapenaar
is a technical product consultant at TOPdesk and one
of the first people to initiate the implementation of KCS
at TOPdesk.

SHIFT LEFT (LEFT) AND

KCS: WORKING TOWARDS
BETTER SERVICES
TOPdesks Support department receives around 5,000 calls every month. A group of forty
support employees is so good and quick at resolving these calls that customers rate our
service with a satisfactory 8/10. Nothing to complain about, you would think. Still, we
always ask ourselves how we can make our services even smarter, quicker and more
scalable. And we believe we found the answer.
Smarter, quicker and more
scalable

left means that skilled technicians make

We organize knowledge days to facilitate

their answers available to less experienced

knowledge sharing from the so-called second

When searching for ways to improve our

colleagues, so they in turn can help customers

line to the first line. These days include

services at TOPdesk, we soon wondered how

using already posted solutions. Shift left left is

sessions organized by specialists where

we could improve the availability of existing

the next step: provide customers with access

they share knowledge with less experienced

information to our customers. It happens

to these solutions so they can find the answer

colleagues. These sessions are about

every day that we discuss a solution with

to their question.

authentication, performance or a specific

a customer that we also discussed with a

module, for example.

different customer the day before. Or we

Shift left at TOPdesk Support

looked into something that our colleague

We did not have to change our methods

Shift left left at TOPdesk Support

already figured out. There had to be a

in order to start exchanging information

At TOPdesk Support we already have shift

better way.

between colleagues: at TOPdesk this is already

left under control, which is why we wanted

an essential part of someones tasks. The

to take the next step towards shift left left:

knowledge, we chanced upon the principles

reason behind this is that being helpful to our

making our knowledge available to

of Shift left and Shift left left. The idea behind

customers and colleagues is very important

our customers.

these two principles is that you actively give

to us. And the more knowledge you have, the

customers answers to their questions. Shift

better you can help someone.

In the search for a smarter way to share our

14 TOPDESK MAGAZINE - DECEMBER 2015

phone or by email. Customer satisfaction

Getting started with KCS at

TOPdesk

reports show that this method works well, but

We first created a project plan for the

for us it is not scalable because we can only

implementation of the KCS method at

share knowledge one-on-one. We also have

TOPdesk. A part of this plan was setting up a

a website with manuals: help.topdesk.com.

pilot in which we examined whether the KCS

Although this platform can be used to service

method would help the Support department

a lot of customers at the same time, it mostly

work more efficiently. Ten in forty support

We also gave weekly updates to our

contains generic information about TOPdesk

employees took part in this pilot.

department about the changes within the

We answer many of our answers over the

and less about customer-specific situations

pilot group and the effect on our work.

such as error messages, workarounds etc. In

The introduction of the KCS method within

Sharing the success of KCS with the entire

order to start implementing Shift left left we

the pilot group changed the way this

department was essential to give KCS a

had to figure out a way to share this type of

group worked. We had weekly evaluations

positive image and for it to remain so. These

knowledge with our customers as well.

to make sure the change was successful.

weekly updates made the people who were

During the evaluations we discussed the

not taking part in the pilot very enthusiastic

challenges of KCS, the obstacles, and how

and many wanted to start implementing the

While taking a step towards Shift left left we

we could overcome them. The method was

method. This enthusiasm is very desirable

soon found Knowledge Centered Support

continuously adjusted and optimized. By

when looking for departmental support for

(KCS)*. KCS is a best practice for publishing

working as a group and taking on individual

further implementation of the changes in

and managing knowledge a type of ITIL

challenges together, we successfully managed

working method.

for knowledge management. This principle

to go through this change. We also discussed

assumes that the support department fills

the successes during our evaluations:

and manages a knowledge base with items

what is the added value for us as Support

How does TOPdesk work with

KCS?

that can be shared with end users.

department? What gives us satisfaction and

When applying the KCS method, we used

makes us happy? Because we experienced the

TOPdesks Knowledge Base module. We made

a task done by specific people to a task for

challenges and successes as a team, we had a

a separate branch in the knowledge base to

every person in the support department as

successful pilot not only in numbers but also

save items that were created for KCS in a fixed

part of solving calls. The role of the support

in process change.

and recognizable place.

Knowledge Centered Support

This changes knowledge management from

employee will change.

TOPDESK MAGAZINE - DECEMBER 2015 15

The moment a customer asks our Support

department a question, a call is logged. Based
on this call a Support employee can search for
relevant items in the knowledge base. When
we find an item that answers the question, we
add this to the call.
When the item from the knowledge base
is added to the call, TOPdesk creates a link
between the call and the knowledge item.

The knowledge base at TOPdesk Extranet features

hundreds of KCS items.

This makes it possible to create selections

and reports that provide insight into the
way the item are used. Which items
are used to resolve calls and which ones are

The future

able to find answers to their questions,

Writing a large number of items should not be

and they will no longer have to contact the

large part, but still misses some essential

a goal in itself. The final goal is being able to

Support department.

information, we can add this before we share

process calls more quickly and give end users

it with the customer. The items are therefore

the opportunity to find their own answers.

complete this second shift left. In anticipation

continuously updated. Is there no item in the

During this pilot we saw that the number of

to this we have made the finished items,

knowledge base that answers the question?

new items decreased and the number of calls

currently hundreds, available to you on the

A new item can be created immediately when

with links to current items increased. The

TOPdesk Extranet. You can find our items in

processing the customers question.

availability of our departments knowledge is

the knowledge base by searching in the

now better than ever before.

top-left search bar. The screenshot below

used frequently?
If the item describes the answer for a

The results

The pilot results were very positive. Using

Our challenge for the coming year is to

shows the current Extranet. Do you have a

Since the introduction of the KCS method at

existing items helped operators process calls

question about TOPdesk? Search the Extranet:

TOPdesk Support we have written thousands

more easily and quickly. At the start of the

perhaps you will find an answer in one of our

of items with answers to customer questions.

pilot we resolved 10 to 15% of the calls with

KCS items.

A large number of these items have been

information from an existing knowledge

re-used many times to answer the same

source, while at the end of the pilot this came

question.

closer to 40 to 50%. Because of the success of

Using KCS has also shown us that we

the KCS method during the pilot, we decided

are getting more to grips with the shift left

to get the entire Support department to start

principle. Knowledge is now centrally stored in

working with it.

our knowledge base, which makes it available

If you really want to start working according

to first and second line operators. Operators

to shift left left, an extra step is necessary. You

with less experience are now able to find

not only want to ensure that your operators

answers to more difficult questions in no

can process calls more efficiently with existing

time, helping them develop their knowledge

knowledge, you want to implement the

more quickly. We have also seen that the

second left as well. This means giving your

average lead time of a calls has reduced and

end users access to your knowledge. You want

fewer calls are escalated to the second line.

to give them the possibility to search the

Whats more, the operators working with

knowledge base. Here, customers will be

the method in our case support staff enjoy

a higher job satisfaction. When they answer
a question they not only help the customer in
one go, but they share their knowledge with

* Knowledge Centered Support is a methodology developed by the Consortium for Service

colleagues as well.

Innovation. Everything in this article is an interpretation of this methodology and in no way

suggests the correct one. All rights and interpretations belong to the Consortium for Service
Innovation and can be found on www.serviceinnovation.org.

16 TOPDESK MAGAZINE - DECEMBER 2015

Ad Huige
is a consultant at TOPdesk and works two days a week as
a functional manager at a semi-public organization.

WERE LIVE! NOW WHAT?

THE IMPORTANCE OF GOOD FUNCTIONAL MANAGEMENT
Launching a new application is always a celebration for the project team. But the success
of the application is partly determined after the implementation. During this follow-up,
the role of the functional manager is an important one. But how do you take on this role?
Having visited many organizations as a consultant, I learned the

A functional managers core tasks

following: whether you achieve your goal is equally determined by

The most important task of a functional manager is making sure the

the tools set-up and the implementations follow-up. An example: an

application is used to its full potential. As opposed to the technical

IT department purchases a tool with a self-service portal to improve

and application manager, who are in IT, the functional manager does

customer satisfaction. But due to lack of time the implementation of

not apply technical changes. He does however apply non-technical

the portal is postponed to phase 2 which will never start. Or all kinds

changes. These can be changes to default settings, filling search lists

of data is neatly registered, but is never used to create the important

and creating emails. The functional manager also bridges the gap

reports. In both cases, the original goals are not achieved due to lack of

between the business and IT. He gathers and specifies the business

attention for the implementations follow-up.

wishes and communicates these to the IT department.

I currently work two days a week as a functional manager at a

Many mature organizations have a department with lots of

semi-public organization. Here I realized that the functional manager

functional managers. What you often see, however, is that this is

can play an important role in the applications success after the

someones role within the project group, no matter what department

implementation. Functional management is often a small role of one

they belong to. In that case there is no task description and he needs

employee and there is enough time to fulfill that role. However,

to determine how to take on this role. To structure the functional

priorities change after going live and functional management

managers basic tasks, Ill describe the most frequent ones.

disappears into the background. Appointing a dedicated functional

manager can ensure that follow-up plans actually happen, helping you
get the best possible value out of your purchased tool.

TOPDESK MAGAZINE - DECEMBER 2015 17

1. Spotting technical issues

5. Functional testing

If there are technical issues, the functional manager is the business

The functional manager periodically, or after an update, tests if

first point of contact to the party that needs to solve the issue.

everything still functions according to the agreements made with

This can be the case when the application needs an update, users

the user organization. This is called a functional application test

need the correct login data and permission or when the application

(FAT). The FAT can be verified by a user acceptance test (UAT). In

is unavailable.

both cases, the functional manager is responsible for preparing,

supervising and performing the test.

2. Collecting and prioritizing change requests

The applications needs to be adjusted continuously because of

6. Communicating with end users

changing user needs or new possibilities in the software. It is up

The functional manager communicates reactively and proactively

to the functional manager to collect and prioritize all user requests.

with the end users. They communicate reactively to all stakeholders

The important approved request will be forwarded, preferably to

when there is a disruption or a change in use. With proactive

a functional designer (FD), an application manager or supplier.

communications, such as newsletters, intranet or videos, they can

They can eventually make the changes in the software. Without

make sure that the end users get used to the application, helping

prioritizing you run the risk that people work on functionalities

them work with it as efficiently and effectively as possible.

that add little value.

7. Training operators
3. Informing users via key users

The functional manager ensures that all operators and key users

Users need to be informed about the new possibilities in the

know how to work with the application. They can do this through

application. The best way to do this is by letting the functional

class teaching, presentations or video tutorials. The goal is that all

manager communicate this information through key users. They can

operators understand the tool and can perform the processes via

make sure that all users stay up-to-date. To involve key users more

the agreed steps.

with multiple set-up questions, the functional manager can create

a platform where they can share their ideas. This could be a key user

8. Making documentation available

meeting, for example.

After the trainings, the functional manager makes manuals available

for the operators to use as reference. A frequently used form is the

4. Supervising new implementations

work instruction, a step-by-step manual. You can use this to get

It could occur that the application needs to be expanded to satisfy

familiar with the tool and it also automatically leads you through the

the users, for example when new processes need to be supported.

process as agreed upon in the organization.

The functional manager considers which application can be used

best for this and how. He or she translates the new needs into
new functionalities.

18 TOPDESK MAGAZINE - DECEMBER 2015

Expanding tasks: supporting the process manager

1. Processing report wishes

In some cases you can expand basic tasks by supporting the process

The functional manager pinpoints the report wishes with managers

manager, which means working at a tactical level. I myself have a lot

and/or process owners. He or she then builds these reports in the

of experience as a functional manager of a service management tool,

application and makes them available in the desired format, such as

so I know it is possible. According to a strict task division, the process

PDF, Crystal report or in the application itself.

manager should build his own reports and KPIs based on the training
and work instructions he received from his functional manager. This

2. Updating process documentation

however does not always work in practice. The process manager often

The functional manager researches which process documentation is

has too little knowledge about the tool and not enough time to learn.

used within the organization (work instructions, procedure descriptions

Thats why it is more convenient when the functional manager takes

etc.) and what the goal of each document is. He or she implements

an interest in the processes and the process manager can hand over

changes made to the processes in these documents and makes the

some of their tasks. These tasks could include:

documents available to the target group.

3. Proposing process improvements
The functional manager can, together with the process owner/
process manager, see where the process is failing or where it needs
improving. He or she then researches how the application can support
these improvement or where the now manual process steps can
be automated.
4. Providing advice beyond the application
The functional manager often has an overview of multiple applications
used within the IT landscape. Some of these tools have overlapping
functionalities or use the same data. As a user and manager of these
information flows, the functional manager can easily visualize whether
all information is managed at the most logical place. Their advice
about developing certain links, or whether the organization should
register more or less, is very valuable for the quality of the data and
can save time.

TOPDESK MAGAZINE - DECEMBER 2015 19

Additional expansion: Supporting the process

owner

Conclusion

If you want to go a step further, the functional manager can also

role yourself? First make sure that the basic tasks are covered. Only

support the process owner. This will be mostly strategically. These

when these tasks are optimally performed, will you be able to expand

tasks can be easily combined in practice because the process manager

the tasks by supporting the process manager and owner.

and process owner are the same person in most organizations. The
functional manager can take on the following tasks:

Are you considering appointing a functional manager or taking on this

Once the functional manager has commenced, a large part of his

work will consist of communicating the needs of the business to the
IT departments or suppliers. This is not always easy, as I have noticed.

1. Providing advice beyond the process

Many people ask or expect something from you and it takes effort to

Various processes come together in the application. A functional

steer this communication in the right direction. In the next edition of

manager knows the relation between these processes and the bottle

TOPdesk Magazine, I will further explain the force field surrounding a

necks for the different process links. Are the processes located in the

functional manager and provide tools to help perform these day-to-day

most logical application? Or is it better to combine applications? This

tasks as well as possible.

sort of advice can help the process owner to make smart choices and
save money.
2. Providing advice for decision-making
The same applies to reports. Because the functional manager has more
insight into the process reports of multiple applications for different
departments, he or she can visualize which standardized KPIs can be
used. KPIs that transcend departments, processes or applications.
This is possible for operational data for decision-making (real-time
dashboards) and for long-term data for decision-making to support
the long-term IT goals.

20 TOPDESK MAGAZINE - DECEMBER 2015

Colin Bassant
is a TOPdesk consultant. He is specialized in documenting and
sharing knowledge about TOPdesk and service management.

LOWER YOUR COSTS PER CALL

WITH KCS
Knowledge management has a slightly dull reputation. But it can be a quick way to
reduce your costs per call. An easy way to start this is with KCS.

questions and the information is correct. The

greatly from a good process to keep

Different models for knowledge

management

information in the knowledge base up-to-

In practice we can define several models

problems dont always have time to document

date. If a solution to a question has been

for setting up the knowledge management

the solutions, because they often have to get

documented well, customers can find the

process.* Each model has its advantages

to work in the case of an emergency.

solution to their question in the Self Service

and disadvantages.

A supporting department can benefit

Desk, or can be helped more quickly by a

service desk employee.

disadvantage is that the people solving the

3. Batch model
1. Content specialist model

Every person solving problems writes items

A team, often comprising technical writers,

for the knowledge base, even if there isnt any

organizations are behind when it comes

focuses exclusively on filling and maintaining

time. Many hands make light work, but there

to efficiently organizing knowledge

the knowledge base. The advantage of this

is a danger that solutions are not, or badly,

management. Service desk employees often

work method, is that the documentation time

documented. Reviews are mainly done by

perform unnecessary tasks: they spend a

is not at the expense of solving problems

the second line (experts) so theres often not

lot of time finding an answer, while another

and vice versa. However, this separation

enough time.

colleague recently resolved the same

can impede the technical writers practical

problem. This is obviously not the best

knowledge. Moreover, the people solving the

resolution process.

problems feel less responsible for the contents

Knowledge management 2.0:

Knowledge Centered Support

of the knowledge base, meaning they dont

What is a good model to keep the

give as many suggestions for improvement.

documentation in a knowledge base up-to-

In practice it turns out that many

In this article I will explain several

knowledge management models specifically
the model that I believe is most suited to a

date? A fourth model that is slowly making

service desks work: Knowledge Centered

2. Product specialist model

an appearance is KCS. This is a set of best

Support (KCS).

Mainly the second line (experts) are involved

practices and processes for managing

in writing documentation. As a result, the

and reusing knowledge, developed by the

documentation directly meets the customers

Consortium for Service Innovation: a non-

TOPDESK MAGAZINE - DECEMBER 2015 21

profit organization that focuses on innovating

Solve: Safeguarding knowledge as part of the

The knowledge base is the collective memory

services. KCS is developed specially for

solving process

that belongs to every employee. Rewarding

service desk.

KCS is demand-driven, which makes

and stimulating collaboration and knowledge

safeguarding knowledge a permanent part of

sharing leaves more time to resolve more

department should not focus on calls, but on

solving questions. The question and answer

complex questions and to research a

knowledge. Knowledge is not documented for

for every logged call are documented in the

problems cause.

processing a single call, but for all following

knowledge base.

The idea behind KCS is that a service

customers with the same question. The

For every question, service desk employees

Frequently asked questions can be resolved

quickly using this method. If the caller can

documentation of this knowledge is demand-

need to search the knowledge base to check

consult the knowledge base, questions

driven, instead of supply-driven.

whether an item already exists. If this is the

can even be prevented. Making knowledge

case, they assess whether the item is relevant

available to everyone reduces the questions

The KCS Academy, a network of organizations

and correct and edit the item if necessary.

that need to be escalated to colleagues. This

that apply and develop KCS, lists the

They can then use the item to answer the

helps reduce durations and lower the costs

advantages of KCS**:

question. If there is no answer to the question,

per call.

50-60% shorter durations and 30-50% more

employees can follow the usual solution

calls resolved during first contact

procedure, after which they add the new

Employees are more efficient: new

solution to the knowledge base.

employees are up and running 70% faster,

and the employee satisfaction increases
with 20 to 40%
a 50% increase in questions customer
resolve themselves

How does KCS work?

KCS comprises two parts: Solve and Evolve.
Solve focuses on the daily use of the method:
solving practical questions by documenting
and improving knowledge, driven by customer
and end-user demand. Evolve focuses on
maintaining the knowledge base and
refining KCS.

22 TOPDESK MAGAZINE - DECEMBER 2015

KCS explained in 45 seconds

Watch the video on www.youtube.com/topdesk

The Evolve section also focuses on the further

The key to shorter durations and lower costs

adoption of KCS within the organization. Here

per call not only lies in advanced technical

we can specify the following phases:

solutions, but also in setting up your

Planning and design: the implementation

knowledge management process. We believe

of KCS in your day-to-day work.

that KCS is the best model for service desks.

Adoption: making KCS part of your day-to-

The biggest challenge is changing the way

day work.

service desks view knowledge management:

Expertise: continue to improve processes

knowledge management is not a task you do

and items.

next to solving problems. Instead, its the way

Go or no go?

you solve problems.

There are a number of advantages to

Evolve: continuous improvement

KCS compared with classic knowledge

Would you like a practical example of KCS?

Evolve focuses on continuously developing the

management models. To start with, bringing

In this magazine you can read how TOPdesk

KCS system by maintaining the items in the

together the knowledge management

Support has put KCS to practice.

knowledge base.

processes and solving calls helps better meet

In principal, everyone can publish items

the customers needs. There is also no delay

with KCS. The contents of the items range

in making relevant information available.

between informal information transfer and

Moreover, it takes little effort to document

formal documentation. You need to make

a solution in the knowledge base, because

agreements about the structure of the items,

this process is very similar to resolving the

helping you with uniformity. This template

actual call.

usually comprises the following headings:

Similar to other models, there is a

description of the question/problem, solution

disadvantage to KCS. Working according to

and cause. Depending on the organization,

KCS only requires a minor adjustment to

you can add another heading that specifies

the way service desk employees work, but a

the product version, or the environment

successful adoption requires all service desk

of the problem (which Windows version,

employees to change their processes. Thats

for instance).

why organizations need to put in the effort to

Analysing existing items is an important

adopt KCS.

part of Evolve. A second line specialist or

problem manager researches proactively
whether several customer questions lead
to a singular item. Moreover, he researches
whether there are multiple items that
describe the same problem, but offer different
solutions. This is how the knowledge base
plays an important role in the problem
management process.
* Source: Collective Wisdom: Transforming Support with Knowledge [Kindle Edition], Francoise
Tourniaire, David Kay
** Source: www.thekcsacademy.net/KCS

COLUMN
Wolter Smit, CEO of TOPdesk

ABOUT SATELLITES
AND SOFTWARE
Its been close to ten years since the New Horizons satellite
was launched to take on the mission to discover Pluto up close. It
took ten years to cover 6 billion kilometers and to reach Pluto to
finally start measuring. However, there was a slight problem with
the software: the satellite shut itself down. Very unfortunate for
something that cost over 500 million dollars.
The funny thing about space travel is that once such a device is
up in the air, you cant easily reach it to fix it. Thats why its only
natural to test everything thirty thousand times, by different teams,
and to use it in practice three times at least. Its why satellites and
rockets are so expensive.
Ten years ago the software world resembled space travel in a
certain sense. Launching a new version was quite an undertaking:
trucks loaded with floppy disks were ordered and filled, manuals
were printed and everything was sent by mail. And once it left the
building, it was hard to make any changes.
Thats why major testing was introduced in the software world.
Testing takes a lot of effort, so new versions arent released as often.
This also leads to larger changes in each release, increasing the risk.
As a result, testing needs to improve, which again leads to longer
testing periods. And the vicious circle is complete.
But that was then. Software hasnt been delivered on floppy

If you have experts ready to quickly resolve errors, its smarter

to perform small adjustments more frequently instead of a large

disks for years. Were used to simply downloading the latest

change over a longer period. Chances are slimmer that a small

version. A release isnt a long trajectory, but one press on a button.

change will cause something to break than if you perform one

We still need a lot of technicians on location to perform

maintenance (like installing the update) to keep up-to-date. This
isnt even necessary when the software is offered via SaaS. The

large change. Also, a small change lets you signal and fix any issues
more quickly. This idea is called continuous delivery.
Thanks to SaaS and continuous delivery, updating software is

advantage of SaaS environments is that installing updates is

certainly no longer rocket science. Users dont have to wait a year

largely automated. And the technicians are (literally) around

for an update, but have continued access to the latest technology.

the corner to keep an eye on everything. Taking a look under the

They dont have to spend time on technical maintenance, but can

hood has become very easy for specialists on the SaaS platform.

focus on their core tasks. Like helping people. Or discovering Pluto.

24
TOPDESK MAGAZINE - DECEMBER 2015
ADVERTORIAL

WORKING SMARTER

Patrick Mackaaij
is an information distribution coordinator. He is specialized
in technical issues and optimizing processes.

OVERCOME SURPRISES
WITH AN ACCEPTANCE
ENVIRONMENT
If youre not already using an acceptance environment, its time to reconsider. It can
help avoid surprises in your production environment. Patrick Mackaaij explains how this
principle works for on-premises as well as SaaS.
Software is subject to continuous change and

An acceptance environment is important

environments, testers check the test

dependent on other software. TOPdesk relies

when:

environment, and end users approve the end

on a good collaboration with the operating

TOPdesk is critical to your business

result in the acceptance environment and

system, Java, the database, file and mail server,

You use customer solutions

work in the production environment on a

and the end users web browser.

You like to explore new functionalities

daily basis.

Many organizations use an acceptance

without polluting the database

In the case of standard software like TOPdesk,

environment besides the TOPdesk production

You want to train your end users without

the supplier manages the development and

environment in order to check whether

polluting the database

test environment. Updates are first installed

changes to any of these components turn

Your TOPdesk installation has special links

in the acceptance environment. You then need

out alright in practice. Good use of the

to other systems

to regularly refresh the data in the acceptance

acceptance environment helps avoid surprises

environment to ensure they are representative

in the production environment that disrupt

The name acceptance environment originates

daily operations.

from the DTAP method which illustrates a

for your production environment.

Some TOPdesk customers use an additional

development street with the development,

environment for educating end users.

test, acceptance and production phases.

However, in most cases this is possible in the

Software developers work in development

same acceptance environment.

26 TOPDESK MAGAZINE - DECEMBER 2015

Editorial
On-premises or via Microsoft
Azure
Do you manage TOPdesk yourself? If so, you

Download this issue and more at

with the same regularity a couple of days

www.scribd.com/TOPdesk

before the production environment.

TOPdesk updates the SaaS environment

The TOPdesk Magazine covers subjects that

can install and activate a second TOPdesk

of bespoke work customers annually. An

are topical in the world of professional

environment for free with your licence files.

acceptance environment is required.

service desks in IT, facilities and other

If you use Microsoft Azure, you can purchase

a second Bring Your Own Licence virtual
machine and use the TOPdesk licences there.

TOPdesk refreshes the data on your SaaS

service providing organizations. TOPdesk

acceptance environment at your request.

Magazine is intended for managers, service

If you manage your own TOPdesk, it is

desk employees, facilities organizations and

In theory, the production and acceptance

worth switching to SaaS. You can benefit from

electronic city councils anyone who is

environment are entirely separate. In practice

continuous deployment, save time otherwise

involved with supporting clients on a daily

however, on-premises managers make the

spent updating you environments and you no

basis. This concerns both the processes and

acceptance environment available in the

longer need to worry about uptime, back-ups,

the technology behind these services.

production network. TOPdesk facilitates this

performance and stability. Our recent ISAE

pragmatic work method with a number of

3000 certification demonstrates that our SaaS

TOPdesk Magazine is a TOPdesk publication,

functionalities. For instance, an application

security is well-organized.

+44 (0) 207 803 4200, editorial@topdesk.com

Editors-in-chief: Milou Snaterse, Nicola

users see whether they are working in the

Test an acceptance environment

on SaaS?

production or acceptance environment.

Updating your acceptance environment

Editors: Nicola van de Velde

TOPdesks acceptance environment can also

and incidentally refreshing data from the

Translators: Laura van Rosenberg, Nicola van

be set up so the settings TOPdesk normally

production environment costs managers extra

de Velde

reads from the database are now read in from

time. TOPdesk SaaS will take these tasks off

Contributors: Jonne van Baalen, Colin

a file. This prevents the environment from

your hands. If you choose TOPdesk SaaS, you

Bassant, Lukke van Bemmel, Ad Huige, Fiona

sending email messages or importing when

will always have the most recent TOPdesk

IJkema, Patrick Mackaaij, Anna Ravensbergen,

you refresh the database with new production

version thanks to continuous deployment.

Wolter Smit, Joost Wapenaar

manager can set up a different background

colour for each environment that helps end

data, for example.

Our Managing TOPdesk manual

Through a so-called proof of concept you

van de Velde

Layout: Denise van Rijst

can copy your on-premises installation to a

Illustration: Frank van Klink

comprises a step-by-step plan for updating

TOPdesk SaaS acceptance environment to

Photography: Jonas Mertens, Menno van der Bijl

an acceptance environment with data from

experience how this works for you. Please

Copy editor: Nicola van de Velde

your productions environment. This plan

contact your account manager to discuss

is available at http://help.topdesk.com/

the possibilities.

acceptance.

TOPdesk SaaS

A print run of 10,000

Quarterly magazine
Languages: Dutch, English

If you use TOPdesk SaaS, TOPdesk will take

Copyright 2015 TOPdesk. Although this

most of the technical work off your hands.

publication has been produced with the

When introducing a new version, TOPdesk

utmost care and attention, the writers

first updates the software in the acceptance

cannot be held responsible in any way for any

environment. Depending on your update

damages that may occur due to errors and /

process, you will receive prior notice.

or deficiencies in this publication.

Most TOPdesk SaaS environments are

already updated every month according to
continuous deployment. Our SaaS customers
are the first to enjoy the new functionalities.
We update the SaaS acceptance environments

ENCOURAGE
YOUR COLLEAGUES
IN USING
SELFSERVICEDESK
Support and motivate your colleagues in the use of
SelfServiceDesk. Get the best out of this new software
and easily professionalize your IT service with the
promotional resources of Ontwerpbureau DDC.
Go to www.ontwerpbureauddc.nl/verandercommunicatie/ssd to
find out more about change management and the services of DDC.
Or call one of our communication consultants at +31 (0) 88 - 0120250.
We are glad to be of service.

I N F O R M ,

M O T I VAT E ,

A C T I VAT E .

W W W. O N T W E R P B U R E AU D D C . N L

28 TOPDESK MAGAZINE - DECEMBER 2015

tips + tricks
Searching for knowledge items in the Self
Service Desk

Changes in TOPdesk 5.7

When you start working with the Knowledge Base, for

questions about adjusted functionalities. Here we will answer

instance if you want to implement KCS, you also want your

two of the most frequently asked questions.

end users to be able to find these knowledge items in the

Since the release of TOPdesk 5.7 we have been receiving

Self Service Desk. Searching for knowledge items can be

Where can I adjust email actions?

activated by enabling the following settings in the Knowledge

Email actions can be found in Action Management, which in

Base menu:

turn can be found in the list of modules (Modules > Action

Management).

1. Open TOPdesks Operators Section

2. Click the TOPdesk icon in the left menu bar

How can I export overviews?

3. Click Settings
4. Click Self Service Desk in the Module Settings
5. Click Knowledge Management
6. Enable the Knowledge Base option in order to activate

To export data to Excel you need the Export lists permission.

the menu

This is a new permission and is not assigned by default. It can

be found under the General heading. The operator will first

When you have activated the menu for the Knowledge Base,
your end users are able to search for knowledge items in the
Self Service Desk.
Please consult the articles in this magazine for more
information about KCS.

www.topdesk.com

need to log in again to activate the permission.