TOPdesk’s Nancy Van Elsacker (Managing Director) and Alexander Janssens (Senior Consultant) explain how ITIL processes are set up within their organization. TOPdesk’s Support department comprises 51 employees who provide customer service in five different languages. 65 developers build the software across three countries, while 75 consultants implement the software. With so many colleagues involved, you can understand how this often generates interesting discussions. Attendees can expect a frank look behind the scenes at the leading service management software provider.

1. Take a look behind the scenes at TOPdesk
Nancy Van Elsacker Alexander Janssens
Managing Director Senior Consultant

2. Typical Building Blocks

3. Quality
We believe that to achieve a higher
quality of service there is more to
gain in another field than in the
typical building blocks.

4. About us
450 5,000
Employees Customers
75
Consultants
51
Support
7
Branches
91%
Rates TOPdesk
specialist with a 7 or higher

5. Observations

6. Observations

7. Observations

8. Observations

9. Observations

10. Observations
• A lot of theoretical frameworks
• Hard to understand
• Tendency to stick to the theory
• Expectations are too high

11. Observations

12. Step by step

13. Make choices

14. @ TOPdesk
• Incident Management
• Problem Management
• Change Management

15. @ TOPdesk
Incident Management
• Registration with a purpose
• Reporting with a purpose

16. @ TOPdesk
Problem Management
• Awareness
• Problem of the week
• Dedicated people

17. @ TOPdesk

18. @ TOPdesk

19. @ TOPdesk
Change Management
• Supporting various departments
• Supporting various applications

20. @ TOPdesk
What about
• Service Level Management
• Security
• Availability
• …

21. Where is the gain?

22. There is the gain!

23. People?

24. Opportunity
Applying typical building blocks to
practice.

25. Observations
• Not a topic in the typical building blocks.
• Because you cannot model people like you can model
a process or tool.

26. In practice
Training
• Understanding the process and organization
Awareness
• Understanding the customer
The next step
• Understanding how to improve

27. @TOPdesk
Training
• Orientation Program
• Food for thought

28. @TOPdesk
Awareness
• Customer
• Perception of the customer
• Mutual understanding

29. @TOPdesk
The next step
• Everything changes
• Be your own critic
• Look around

30. In other words…
• Accept your level of maturity
• Accept inspiration from others
• Accept “people” as an opportunity

31. Visit our stand to share your views
We have chocolates!