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The growing importance of the imageof supporting departments…and how to get a good one.
Wolter Smit, CEO
Ron van Haasteren, CommunicationConsultant
Host: Organised by:Presented by:
“Google Effect”
OF ORGANISATIONS SURVEYED HAVEMORE THAN ONE SERVICE DESK90%
Network account, Badge, Working Place, MobilePhone, Laptop, Company Car, etc...
More than 80% of new employeesin my organisationon their first day...
have everything
OF SERVICE DESKS RECEIVE BETWEEN3%-12% OF CALLS THAT ARE MEANTFOR ANOTHER SERVICE DESK55%
OF SERVICE DESKS ARE ALREADY PLANNINGFOR SHARED SERVICE MANAGEMENT55%
Is it on the agenda to merge services from other desks
45%: ‘No current plans’
16%: ‘Within the next 3 years
17%: ‘Within the next year’
10%: ‘Within the next 6 months’
12%: ‘Already have’
WHAT DOES THIS MEAN TO YOU?
IMPROVE QUALITY OFSERVICES FOR CUSTOMERS
STREAMLINEPROCESSES COST
SAVINGS
MEET DEMANDS BY CUSTOMERS
Cost savings
• Educational advantages– Student journey
• Payroll savings– First year £287k (reducing duplication)
• Procurement savings– First year £175k (collaboration & leverage)
• Service improvements
What is keeping you?
WHAT ARE THE LARGEST HURDLES?
Turf Wars
They’re fun till someone gets hurt
So… Now what?
Think Big…. Start small
NothingShared
SharedPortal
Efficiency
Qu
alit
y
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
Shared Service Desk
One Phone Number
“0121”
Shared Front Office
Facilities IT
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
SharedProcess
IT SLA FM SLA
SharedTool
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qua
lity
SharedProcess
FinancialPortfolio
Management
SoftwareDeployment
Payrolling
HRM
FM IT
SharedTool
NothingShared
SharedPortal
SharedService Desk
Efficiency
Qu
alit
y
SharedProcess
SharedDepartment
WHAT DOES THIS MEAN TOYOU?
IMPROVE QUALITY OFSERVICES FOR CUSTOMERS
STREAMLINEPROCESSES
COSTSAVINGS
MEET DEMANDS BY CUSTOMERS
WHAT ARE THE LARGEST HURDLES?
Think Big….Start Small!
Organised by:
View this presentation online onwww.slideshare.net/TOPdesk
Wolter Smit & Ron van Haasteren
Host: Organised by:
