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PROJECT IN FOCUS 11
Walther Berk
Project coordinator Walther Berk and consultant Miriam van Kalsbeek used the Scrum method to implement Self Service Desk bespoke work at Boskalis. The Scrum method creates opportunities to adjust plans based on insights gained during the process. This flexibility has allowed Boskalis to reap the benefits of an SSD complete with tailormade forms.
Meeting unique needs with TOPdesk bespoke work
TOPdesk is a standardized application. However, some customers require bespoke work to meet their unique needs. Common bespoke work includes adjustments to the Self Service Desk to ensure it meets the customers requirements and matches the corporate identity. TOPdesks Bespoke Work department steps in when such custom software is needed. Bespoke work is usually created using the so-called waterfall method. First of all, a functional design is created. This design is then actualized and delivered. Once completed, the bespoke work is installed and accompanying instructions are provided. If new ideas, wishes or insights arise during the process, it is not unusual to return to the design phase. This is not necessarily a problem, but the Scrum method is an excellent alternative if you wish to optimally benefit from such insights during the process.
ABOUT HALF OF ALL CALLS ARE LOGGED VIA THE NEW WEB INTERFACE
Walther Berk
each sprint. This means that the customer can immediately pass on any new wishes and requirements to be added to the backlog. Working in sprints also reduces the products error sensitivity. You can easily test intermediate products, thereby eliminating any incorrect assumptions. The products delivered are smaller, more manageable and easier to test.
12 PROJECT IN FOCUS
now we really stuck to the principles, with a clear testing period and a comprehensive Boskalis project group providing continuous input.
Progressive insight
It initially took Van Kalsbeek and the team at Boskalis a lot of time to take stock of all the wishes for the new SSD. It was a full-time job, but it left me well prepared, says Van Kalsbeek. The people involved at Boskalis used numbers to indicate a points importance. It turned out that things that were considered important on the first day did not need to be made after all due to shifting priorities. Boskalis formulated the assignment based on paper forms to indicate which forms they wanted for the new SSD. These forms had to be processed in TOPdesk. Many other forms were also made because we worked according to Scrum, says Van Kalsbeek. It turned out that those were the forms Boskalis really needed. That is the great advantage to Scrum, as Berk explains. After a sprint, Boskalis could see that something worked, and that they could use it for other processes. It really took off and gave the customer ideas for other forms.