social service management door wouter vanden bergh op itsmf belgium conference
DESCRIPTION
The presentation Social Service Management is given at the itSMF Belgium Conference by Wouter vanden Bergh on the 16th of October 2014.TRANSCRIPT
![Page 1: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/1.jpg)
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Wouter Vanden Bergh
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Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 5: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/5.jpg)
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Customer
Experience
Expectations
Human
Service provider
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Expectations
Customer
Organisation& Policy
Experience
Proces
ITSM-tool
Human
Service provider
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CustomerServicedesk
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Customer
Customerrepresentative
Service LevelManager
SLA
Servicedesk
?
![Page 10: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/10.jpg)
itSMFBELGIUM
Customer
Customerrepresentative
Service LevelManager
SLA
Servicedesk
?
![Page 11: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/11.jpg)
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![Page 12: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/12.jpg)
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![Page 13: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/13.jpg)
itSMFBELGIUM
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 14: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/14.jpg)
itSMFBELGIUM
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 15: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/15.jpg)
itSMFBELGIUM
Draft agreements
Customer survey
SHOW yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 16: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/16.jpg)
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Customer ServiceProvider Suppliers
SLA supplier-contracts
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*What
*Condtions:*For whom
*When
*How
*By whom
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Clarity!
For Customer:What to expectOn what conditions
For Service Provider:How to act depending on the situationHow to look at the results
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itSMFBELGIUM
Draft agreements
Customer survey
SHOW yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 26: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/26.jpg)
itSMFBELGIUM
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 27: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/27.jpg)
itSMFBELGIUM
![Page 28: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/28.jpg)
itSMFBELGIUM
*Be Relevant*Be Simple*Be Realistic
![Page 29: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/29.jpg)
itSMFBELGIUM
*Be Relevant*Be Simple*Be Realistic
![Page 30: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/30.jpg)
itSMFBELGIUM
Accept
Assess
Escalate?
Assign
Solve
OK?
Control
Close
No
Yes
Yes
No
![Page 31: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/31.jpg)
itSMFBELGIUM
Accept
Assess
Escalate?
Assign
Solve
OK?
Control
Close
No
Yes
Yes
No
![Page 32: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/32.jpg)
itSMFBELGIUM
*Be Relevant*Be Simple*Be Realistic
![Page 33: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/33.jpg)
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Impact
Urg
ency
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Impact
Urg
ency High Low
High P1 P2
Low P2 P3
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itSMFBELGIUM
Impact
Urg
ency High Medium Low
High P1 P2 P3
Medium P2 P3 P4
Low P3 P4 P5
![Page 36: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/36.jpg)
itSMFBELGIUM
Impact
Urg
ency Company Department Team Person
High P1 P2 P3 P4
Medium P2 P3 P4 P5
Low P3 P4 P5 P6
![Page 37: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/37.jpg)
itSMFBELGIUM
Impact
Urg
ency Company Department Team Person
Super cr. P0 P1 P1 P2
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Mid P2 P3 P4 P5
Low P3 P4 P5 P6
![Page 38: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/38.jpg)
itSMFBELGIUM
Impact
Urg
ency Company Department Team Persoon
Super Cr. P0 P1 P1 P2
Invoices P0
Critical P1 P1 P2 P3
High P1 P2 P3 P4
Mid P2 P3 P4 P5
Low P3 P4 P5 P6
![Page 39: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/39.jpg)
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Impact
Urg
ency Primary proces Supporting proces
Can not work P1 P2
Partial work P2 P3
Can work P3 P4
![Page 40: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/40.jpg)
itSMFBELGIUM
*Be Relevant*Be Simple*Be realistic
![Page 41: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/41.jpg)
itSMFBELGIUM
![Page 42: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/42.jpg)
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Save Time!
Transparancy
Professionalism
Clear communication
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itSMFBELGIUM
![Page 44: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/44.jpg)
itSMFBELGIUM
Draft agreements
Customer survey
Monitor yourProcesses & services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 45: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/45.jpg)
itSMFBELGIUM
*Be Brief
*Be Objective
*Be Specific
*Be Simple
![Page 46: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/46.jpg)
itSMFBELGIUM
*Be Brief
*Be Objective
*Be Specific
*Be Simple
![Page 47: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/47.jpg)
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Jan spend his whole Saturday baking 6 cakes forhis birthday party on Sunday. There where 30people invited but just 15 confirmed they wouldcome by. How many cake does Jan has for eachguest?
6 cakes divided by 15 people. How many cakefor each?
![Page 48: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/48.jpg)
itSMFBELGIUM
*Be Brief
*Be Objective
*Be Specific
*Be Simple
![Page 49: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/49.jpg)
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We are constantly improving TOPdeskfunctionalities to stay a first class tool. What areyour thoughts on our most recent new andimproved design?
What are your thoughts on the upgrades toTOPdesk?
![Page 50: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/50.jpg)
itSMFBELGIUM
*Be Brief
*Be Objective
*Be Specific
*Be Simple
![Page 51: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/51.jpg)
itSMFBELGIUM
How often do you use TOPdesks Help Centertopic and the email support center?
Q1) How many times a month do you use HelpCenter topics?
Q2) How many times a month do you use theemail support center?
![Page 52: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/52.jpg)
itSMFBELGIUM
*Be Brief
*Be Objective
*Be Specific
*Be Simple
![Page 53: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/53.jpg)
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Click here to give us some feedback
Are you satisfied with our services?
YES NO
![Page 54: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/54.jpg)
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Data!
Higher response rates
Unbiased data
Engagement
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itSMFBELGIUM
![Page 56: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/56.jpg)
itSMFBELGIUM
Draftagreements
Customersurvey
SHOW yourProcesses &
services
Report results
Reaching agreements Comply with agreements
Service Level Management
![Page 57: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/57.jpg)
itSMFBELGIUM
*SHOW your Processes & Services:
- What
- For whom
- When
- How
CLARITY!
![Page 58: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/58.jpg)
itSMFBELGIUM
*SHOW your Processes & Services
*Draft agreements
- Be Relevant
- Be Simple
- Be Realistic
SAVE TIME!
![Page 59: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/59.jpg)
itSMFBELGIUM
*SHOW your Processes & Services
*Draft agreements
*Customer Survey
- Be Brief
- Be Objective
- Be Simple
- Be specific
DATA!
![Page 60: Social Service Management door Wouter vanden Bergh op itSMF Belgium Conference](https://reader037.vdocuments.mx/reader037/viewer/2022110302/546caf76af7959f4098b6032/html5/thumbnails/60.jpg)
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Are there any questions?Yes No