Post on 27-Nov-2014
description
TOPdesk – Service Management Simplified
Implementeren in een andere kleur
Een andere kijk op procesimplementaties
TOPdesk – Service Management Simplified
Veranderkleuren
Geel:
belangen, macht,
standpunt, neuzen
één kant op,
onderhandelen
TOPdesk – Service Management Simplified
Veranderkleuren
Blauw:
plannen, blauwdruk,
meten, sturen, eerst
denken dan doen
TOPdesk – Service Management Simplified
Veranderkleuren
Rood:
mens centraal,
ontwikkeling talent,
prikkelen, belonen &
straffen
TOPdesk – Service Management Simplified
Veranderkleuren
Groen:
leren door te
doen, motiveren,
feedback, lerende
organisatie, stapje
voor stapje
TOPdesk – Service Management Simplified
Veranderkleuren
Wit:
blokkades
verwijderen,
vrijheid, dromen,
initiatief,
zelforganisatie
TOPdesk – Service Management Simplified
Anekdote
TOPdesk – Service Management Simplified
Anekdote
TOPdesk – Service Management Simplified
TOPdesk – Service Management SimplifiedTo be plannedPrio 7 (8)Prio 5 (6)Testing - Business Unit
To be plannedPrio 7 (8)Prio 6 (7)Testing - Department
To be plannedPrio 7 (8)Prio 6 (8)Testing - Person
Prio 3 (4)Prio 2 (3)Prio 1 (2)Production - Business Unit
Prio 4 (5)Prio 3 (4)Prio 2 (3)Production - Department
Prio 5 (6)Prio 4 (5)Prio 3 (4)Production - Person
Prio 1 (1)Prio 1 (1)Prio 1 (1)Exception
Supporting ServiceNon Critical Primary
ServiceCritical Primary Service
Priority = Impact x Urgency
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk ingekleurd
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk cultuur
• Vlakke organisatiestructuur
• Leergierigheid + durven doen
• Positief kritisch
• Werkplezier
TOPdesk – Service Management Simplified
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
“Dit is wel hééél anders.”
- Intermediair journaliste -
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
“Dit is wel hééél anders.”
- Intermediair journaliste -
“Jullie zijn echt dat leuke bedrijf gebleven.”
- Klant op het symposium -
TOPdesk cultuur
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Projecten ingekleurd
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management SimplifiedTo be plannedPrio 7 (8)Prio 5 (6)Testing - Business Unit
To be plannedPrio 7 (8)Prio 6 (7)Testing - Department
To be plannedPrio 7 (8)Prio 6 (8)Testing - Person
Prio 3 (4)Prio 2 (3)Prio 1 (2)Production - Business Unit
Prio 4 (5)Prio 3 (4)Prio 2 (3)Production - Department
Prio 5 (6)Prio 4 (5)Prio 3 (4)Production - Person
Prio 1 (1)Prio 1 (1)Prio 1 (1)Exception
Supporting ServiceNon Critical Primary
ServiceCritical Primary Service
Priority = Impact x Urgency
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Wat ging er mis?
TOPdesk – Service Management Simplified
Wat ging er mis?
“Te veel blauw!”
TOPdesk – Service Management Simplified
Wat werkt wel?
TOPdesk – Service Management Simplified
Wat werkt wel?
“Minder blauw!”
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
Service Ontwikkel Model
Niveau 1:
Aantal processen binnen de service organisatie
TOPdesk – Service Management Simplified
Service Ontwikkel Model
Variabele 1:
Aantal processen binnen de service organisatie
Variabele 2:
Volwassenheid van de processen binnen de service organisatie
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
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