Customer in foCus
The NeTherlaNdsCaNCer INsTITuTe
Ptting ptint ft wit TOPk n IsM
ISM: a well-dened process template
The NKI-AVL has been using TOPdesk for six years. Three years ago,they decided to tailor TOPdesk to ISM, a practical ITIL methodology.“ISM is basically a template comprising clear process descriptions.It’s very easy to use,” says Nijhof. He and his colleagues currentlyuse four principal ISM processes: Incident Management, ChangeManagement, Conguration Management and OperationsManagement. “We do our best to ensure processes are ISM-compliant,and to have our TOPdesk set-up reect this. Change Managementwas particularly challenging at rst, but it’s getting easier. TOPdesk isbecoming more and more suited to ISM. We are going to use requestsfor change, for example. This will improve our change acceptancemanagement, as described in ISM.”
ITIL made compact and scalable
Nijhof had experience with implementing ITIL in all its complexityfrom a previous job. “You are forced to make all the detailed decisionssurrounding the implementation yourself, despite not always beingable to predict the results.”ISM, on the other hand, makes ITIL easy to implement. “Manydecisions are made for you,” he explains. ISM is easier because it ispractical, compact and scalable. “Much of it has been condensed,allowing you to get to work very quickly. It’s a well-formulatedmethodology, and above all very scalable, making it suitable fororganizations of all sizes. And that’s what’s so appealing.”
Working towards a single Service Centre
The NKI-AVL is on the right track with TOPdesk and ISM. But whatdoes the IT department actually deal with? “We process around 3,000calls per quarter – of which 1,700 are incidents – covering a widerange of topics,” says Topée. “Calls are usually about application orworkspace management, but we also deal with servers, networks,telephony and printers.”The Service Centre launched Visitor Registration on the day of ourvisit. “Visitors who report to the Service Centre are issued a pass thatgrants them access to the organization. We are also introducing CAFM.This will enable us to collaborate with all Facilities departments, forwhich the Service Centre will soon play a central role.”
Test results in TOPdesk
When NKI-AVL tests its updated hospital information systems, theresults are processed in TOPdesk. “We update this system several timesa year, and each update requires extensive testing,” explains Nijhof.
The Netherlands Cancer Institute – Antoni van Leeuwenhoek Hospital(NKI-AVL) in Amsterdam comprises a scientifc research instituteand a specialized clinic. The NKI-AVL supports internal services withTOPdesk, using the ISM ramework. Hugo M. Nijho, ApplicationManagement team leader and change manager, and Meta Topée,Service Centre team leader and incident manager, reveal how the ITdepartment is getting to grips with their processes.
Hugo M. Nijhof (l) and Meta Topée - IT department