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In this issue:
Paul Iske on absolute power for the customer
From reactive to proactive maintenance in six steps
Ten tips to optimize your service desk
EDITORIAL
Customer is king
Delivering good service. To some it comes naturally, to others
not so much. When you go out to dinner in Europe, it can
happen that they make you wait a long time for your food.
Or that the waiter cant even crack a friendly smile. In the US
its quite a different story. Here the customer is king. Whether
you order a hamburger at a diner, or go to a fancy three-star
restaurant: youre waited on hand and foot.
Its also great if things go smoothly at work. When your
morning cup of coffee is waiting for you when you walk
through the door. When your department is clean and tidy. And
when you can enjoy a nice healthy lunch. These are all things
that facility management takes care of.
In this magazine you can read more about the theme of
facility management. Our CEO Wolter Smit talks about chain
transparency, which enables excellent service delivery to your
end users. Discover why its outdated to put your customer first,
and read tips that help you improve your service desk.
Enjoy your read!
Nicola van de Velde & Acacia Kooij
06
18
04
NEWS
06
11
12
14
17
COLUMN
Services in motion
18
21
24
28
TIPS + TRICKS
21
ON THE COVER:
In this magazine, several experts share
their vision on the future of facility
management.
Stay up-to-date
To stay up-to-date with the latest
TOPdesk news and service
management developments,
follow us via these channels.
In October a new TOPdesk office opened in Norway. With this addition, we now have offices in
10 countries, making us more international than ever.
TOPdesk Newsletter
Allan Spelmann will work together closely with our Danish branch to expand our activities in
the region. The new office is located in Oslo. Its starting out small, but we at TOPdesk have high
facebook.com/TOPdesk
linkedin.com/company/topdesk
community.topdesk.com
For customers and other interested parties, the new Norwegian page of our website is now live
at www.topdesk.no.
@TOPdesk
TOPdesk
Congratulations to Stephanie
Norton on winning the BB-8 on the
first day of #SMFusion
TOPdesk UK
Time for a bit of fresh air #ontour
Consultation hours
Did you know that TOPdesk UK regularly holds consultation hours for customers? If you have
a maintenance contract with us, we can offer you a free one-hour session with one of our
consultants, to help you get the most out of TOPdesk. Interested? Check our event calendar
at resources.topdesk.com/en/events to sign up and see upcoming sessions.
NEWS
Calendar
DE
23
FEB
20
MAR
21
MAR
22
MAR
23
MAR
27
JAN
28
JAN
24
MAR
CeBIT
Hannover
25
JAN
26
JAN
BETT Show
Excel London
UK
and new ideas. If youd like to find out more and have a look at the presentations, visit the
afterpage at www.topdesk.co.uk/campaigns/topdeskontour.
MAR
MAR
10
MAR
UCISA Conference
Newport
28
MAR
29
MAR
SDI Conference
Birmingham
30
MAR
You can download the look and feel for free via TOPdesk extranet. If you have any questions or
need help installing the design, please contact TOPdesk support at +44 (0)20 7503 4210 or via
support@topdesk.com.
every single time. And then see how you can offer the best
are easily contracted. The same goes for food. But its also
use of big data and sensors, our buildings are becoming more and
one external umbrella. Nuijens doesnt see much future in this trend.
But nowadays youll notice artisan shops popping up all over the place.
"You run the risk of distancing yourself from the customer. Talking to
The same is happening in the service sector, and weve noticed that
your users and asking them how things are going is important, and
large parties have already parted with the idea. And it makes sense:
connect the two in order to meet the customers' wishes. When I look
as this lets us reuse part of our waste and offers our clients a useful
daytime activity."
10
TOPDESK MAGAZINE - DECEMBER 2016
ADVERTORIAL
Scope4mation unburdens!
Scope4mation helps dening,
realising and maintaining the necessary integrations
For more information:
Smooth integrations that dont need to be tested after every update: the new TOPdesk
API makes this possible. Its free and its easy. Even if you use TOPdesk with APIs from
other apps. Product manager Tom Knippenberg explains why TOPdesk is currently
working on an API, and what you can expect from it in the future.
Text: Luke van Velthoven Photography: Aad Hogendoorn
Whats next?
the supplier.
marketplace.topdesk.com for an
weve provided.
best practices.
New employees
of time on it.
Dennis Ranty, Sales Engineer and Bob Janssen, CTO and founder of RES
Elisette Daams
is a consultant at TOPdesk. She helps our customers
create, improve and optimize processes.
From reactive to
proactive maintenance
in 6 steps
Facilities managers who are responsible for building maintenance often encounter
difficult situations. There may have been times when you were forced to cut off the
water supply during office hours. Or perhaps, just a year after your windowpanes had
been painted, you found out that they all needed maintenance. By choosing a proactive
strategy for maintenance instead of a reactive one, you can prevent these problems,
reduce costs and improve your services to the people who work in your building. Here
are six simple steps to switch to proactive maintenance.
is a good framework.
A PROACTIVE MAINTENANCE
STRATEGY PAVES THE WAY FOR
BETTER SERVICE DELIVERY
Predictable malfunctions
happier customers.
A DV E RTO R I A L
TESTERSUITE
TEST MANAGEMENT MADE EASY
COLUMN
Wolter Smit, TOPdesk CEO
Supply chain
transparency
Theres an old and quite silly joke that goes: How many dumb
people does it take to change a light bulb? The answer is four.
One to hold the lamp and three to turn the table.
But how do you feel about the next question: how many
organizations do you need to fix a clogged toilet?
There are several roles in the world of real estate. An owner
owns the building. A space is rented to one or more tenants or
users. The buildings management, like maintenance and solving
malfunctions, is taken care of by the building management
company. And the work that needs to be done to fix this is carried
out by contractors, installers and building companies.
Of course these roles can be combined. There are organizations
that own the building they work in, and they also take care
of maintenance and repairs. They only hire contractors for
larger jobs.
But there are also situations, for instance at larger compounds,
where the roles are split up. And this is when something
peculiar happens.
surprise that the service doesnt run as smoothly. The more walls
you need to break down, the more miscommunication, resulting in
the contractors. But were not done yet. The tenant has employees.
And they can report on anything: from complaints about the
To offer the end user excellent service, you need to connect these
building to calls for the IT department. They often have their own
can we achieve this? With a new term that Id like to introduce here:
chain transparency.
Be visible
Believe it or not, but there are still organizations where the service
life easier for the customer and the service desk. Solving problems is
all know how annoying this is. If you need help, you want to be able
to get it right away. Dont fall into this trap. Make sure customers can
the wheel all the time and theres time for more important challenges.
get into contact with the service desk quickly and easily. Wherever and
Customers will also be happier if they know what they can expect from
whenever they want. Online and offline. An added bonus of this is that
your department.
you can get valuable feedback that customers might otherwise have
kept to themselves.
Embrace self-service
Does the best service always come from another person? Sometimes
customers just want to look something up, or they may be looking for
Proper metrics for customer satisfaction are essential. If you want the
be able to fix things from home, at any time. If its possible for online
shops, why not for the office? Well go even further: if people can find
customers are and what the effects of your actions are. Make sure you
And they in turn can use this time to help a customer with a more
knowledge about optimal service delivery and help each other achieve
portal can help with this, because many reports, such as a report
Communicate
Keep improving
We all know of people who were sent from one person to the next
Even after youve taken all of these steps, keep looking for
you deliver your service. This means that its perfectly fine for you to
tell a customer that you dont know the answer to a question, as long
as you also tell them that you will look into it and indicate when youll
accept such changes, business will soon start to demand you do, or
worse: it will pass you by. Its better to stay ahead of those risks with
a delivery has been delayed, let your customers know whats going on.
your organization.
The tips mentioned above are all useful to improve the quality of your
services, but you should never forget the human aspect. Because in
the end youre not doing it for the tool , youre trying to help people.
Keep records
One of the biggest pitfalls of service desks is that they stop engaging
are asking and what agreements are made. But the information is
useful for colleagues and customers. After all, work shouldnt grind
to a halt if youre absent. The accountant will also be happy that you
keep an up-to-date record, because if he or she has to account for
something, proper records make their job easier. Do make sure that
Bob
20
TOPDESK MAGAZINE - DECEMBER 2016
ADVERTORIAL
TimeTell
Planning & TimeSheet
Furthermore, you can plan staff and projects. Staff planning can be used
to allocate people to a specific job and project. The TimeTell project
planning functionality helps you make Gantt charts in order to gain more
insight into the process structure and progress. Both planning and
realisation of spent hours can be registered in TimeTell, which makes it
easy to control and manage projects.
The solution is available both online and on-premise. This can be
combined with the TimeTell App, enabling you to work anywhere with
TimeTell.
Every organisation large or small, profit or non-profit can work with
TimeTell. Users around the world are Bosch Security Systems, Bayer,
DB Schenker and the Rail Safety and Standard Board.
Like TOPdesk, the TimeTell software is developed in the Netherlands.
It is used by more than 500 clients worldwide, and is available in English,
German and Dutch.
ABSOLUTE
POWER TO THE
CUSTOMER?
Paul Iske on the paradigm shift in customer centralization
Paul Iske is professor of Open Innovation & Business Venturing at the School of
Business and Economics of University Maastricht. He is also a speaker and consultant
on innovative, durable and smart business models. At SEE 2016, Iske spoke about the
paradigm shift in customer centralization: putting your customer first is outdated. We
asked him how organizations can anticipate this paradigm shift.
Text: Brenda Heeringa
when necessary.
customers world.
organization doesnt do things out of selfinterest, because they deliver services that
put the customer first.
individuals world.
Patrick Mackaaij
is a marketeer at team Worcade.
New versions
based on the latest insights. Theyd love to let you use them sooner,
versions are also needed to solve errors and maintain connections with
hardware and software from third parties.
major new features. From now on, you will receive new features as
in most cases. Its just like with LinkedIn, Gmail or Facebook, where you
soon as theyre ready. For this subscription model you pay a monthly
fee rather than a fee for each upgrade, so you always have access to
the latest TOPdesk version.
Continuous deployment
(chain integration).
New versions are first rolled out in our test environments, and
after that in our own production environment. From there a version
SaaS production.
Security issues are a special category. We try to solve these very quickly.
In recent years weve dealt with security issues concerning Java and
HTTPS (Poodle and Heartbleed). For security reasons, its important that
the latest data from your production environment (database and files).
18 months.
and software. If anything goes wrong during the update, you can easily
return to what you had before.
If TOPdesk is considered critical to your organizations workflow,
whether a customer solution still works and see which errors have
been fixed in the new version.
You can request an acceptance environment for SaaS. When we roll
out a new version, your acceptance environment will automatically be
Updating TOPdesk
Do you use TOPdesk on-premises? Check Help> About TOPdesk to see
whether youre using the latest version. You can download the latest
version via the TOPdesk Extranet. As this is being written, the latest
version is 5.7 SR5. Updating TOPdesk can be done within a day or even
a half day.
use your experiences with the new version from the acceptance
environment to create a plan. The updating process can be divided into
old version.
help.topdesk.com.
The first time you start TOPdesk after an update may take a little
work is activated.
Customer solutions and add-ons have to be built again for each new
version of TOPdesk. If you want your customer solutions to be updated
for a new version you will need to confirm the order.
Editorial
Download this issue and more at www.scribd.com/TOPdesk
The TOPdesk Magazine covers subjects that are topical in
TOPdesk as a Service
Is your TOPdesk version older than 5.7 SR5? Or would you like
database server.
On-premises
SaaS
6.8
6.7
6.x
5.7
5.6
5.5
5.x
6.10
6.9
6.8
6.7
6.x
5.x
Quarterly magazine
Languages: Dutch, English
The diagram above shows that most of our TOPdesk SaaS customers
use the latest TOPdesk version. Half of our on-premises customers work
in this publication.
with a version thats over a year old. TOPdesk SaaS customers that have
an older version usually have a customer solution or add-on.
SUPPORT YOUR
EMPLOYEES IN
USING YOUR
SELFSERVICEDESK
To get the most out of this software, it is important to motivate
and help your employees. Use the professional and effective
communication of Agency DDC.
Through professional communication, Agency DDC (TOPdesk
official solution partner) will increase the number of successful
ServiceDesk users.
Visit www.agencyddc.com/changecommunication/ssd
to learn more about DDC services. Or contact one of our
communication advisors at +31(0) 88 012 02 50.
PA R T N E R
I N
E F F E C T I V E
C O M M U N I C AT I O N .
W W W. AG E N C Y D D C . C O M
tips + tricks
Calls temporarily not in task list: monitored
period
When a second line call has a target date in the distant future,
you might want to temporarily take it out of the task list (to
do). These are calls that dont require immediate action and
YouTube videos.
4. Give the widget a title and add the URL for the website or
YouTube video.
5. You can also change the height of the widget. The width
is determined by the column on the home page where the
widget is placed.
http://server:poort/tas/secure/incident?action=showlist&arc
important for the operator to see the calls in his or her task
hived=2&status=1
list. You can set up how many days before the target date
the monitored call shows up with the monitored period.
Go to our Extranet for more information
Setting up the monitored period:
www.topdesk.com