You are on page 1of 32

September 2016, issue 3, volume 18

“TOPdesk is the
cement between
the bricks of our
organization”
Read the interview with education institute Zadkine on page 6

In this issue:
Thomas Rau about the end of possession • A checklist for onboarding and offboarding your
employees • The central role of communication in IT projects

EDITORIAL

Breaking the habit
People are creatures of habit. You might live in the same
village you grew up in. Perhaps even in the same house. You’ve
got friends from college. And you knew you wanted to be a
vet when you were six years old. Okay, well, if you’re reading
this it’s most likely that dream didn’t come true. But the fact
remains that people don’t like change. They enjoy the safety of
familiarity, and there’s nothing wrong with that.

How smooth is your on and
offboarding process?

But when it comes to business, trying new things is sometimes
a necessary evil. You might have everything under control now,
but the world is changing, and so are people’s expectations
of their service providers. With customers wanting the same

Read more
on page16

independence they have at home, for instance, you’ll need to
adjust your services to meet their ever-changing needs. As
Darwin once said: “It’s not the strongest that survive, nor the
most intelligent, but the ones most adaptive to change.”
In this magazine you can read more about dealing with
organizational changes. CEO Wolter Smit talks about services
in motion, about knowing your customers and meeting
their needs. Learn about the end of possession, get tips on
communicating better with customers about change, and how
you can improve the process of on and offboarding employees.
Enjoy your read!
Nicola van de Velde & Milou Snaterse

Cora Naus about communication in IT projects

10

CONTENTS September '16
IF YOU’RE A SERVICE ORGANIZATION, HOW
DO YOU ENSURE THE INFORMATION YOU
OFFER IS UP-TO-DATE AND COMPLETE?
Patrick Draaijer
Functional manager, Altrecht Foundation

Read more on page 22

Thomas Rau about the end of possession

04

NEWS

06

GAINING NEW INSIGHTS WITH TOPDESK

10

SUCCESSFUL CHANGE STARTS WITH
GOOD COMMUNICATION

15

COLUMN

16

ON AND OFFBOARDING EMPLOYEES:
GETTING TO A SMOOTH PROCESS

18

THE END OF POSSESSION

22

COLUMN

26

SERVICE EXCELLENCE: THE DIFFERENCE
PEOPLE MAKE

28

LINKING TOPDESK ENVIRONMENTS
WITH WORCADE

32

TIPS + TRICKS

Services in motion

Self-service is no walk in the park

ON THE COVER:

18

Ronald Zeelenberg, IT maintenance
team lead at Zadkine. In the article on
page 6, he talks about creating one
portal for all employees.

4 TOPDESK MAGAZINE - SEPTEMBER 2016

Stay up-to-date
To stay up-to-date with the latest
TOPdesk news and service
management developments,
follow us via these channels.

TOPdesk Newsletter

TOPdesk integrates with Nexthink IT
analytics
Nexthink, a supplier of end user IT analytics, has entered into a partnership with TOPdesk,
making it possible to integrate Nexthink’s IT analytics with our tool. “Offering end users

@TOPdesk @TOPdesk _UK

excellent services has always been important to TOPdesk. The collaboration with Nexthink lets

facebook.com/TOPdesk

us provide even more added value, help end users more quickly, and improve services,” says Anne

linkedin.com/company/topdesk
community.topdesk.com

van Dam, Business Developer, about the partnership.
Thanks to the integration, all incidents that happen within an IT environment or workspace are
visible in TOPdesk in real-time. This grants first and second line support more insight into the

@TOPdesk
Todd Howard
Thanks to @TOPdesk_UK went
live with new company helpdesk
system. Improving internal
communication! @exploretutors
@Todd_How @exploretutors
That is fantastic news! Thanks
for sharing and looking forward
to more updates!

severity of a problem and where the problem is located. Moreover, the self-learning aspect of
Nexthink charts IT services offered to workplaces, both physical and virtual.

New TOPdesk version available for
on-premises customers
We’ve launched a brand-new version of our software. This new version offers your end users
a new and improved service experience, and the operator’s section has a new design as well.
The Self-Service Portal in TOPdesk has been fully updated and now has a knowledge base,
service catalogue and portal to log and track requests all in one place. The clear, modern
interface makes it easy to use for supporting departments and end users.
Upgrade to the new TOPdesk version
Our SaaS customers have been working with the latest version for some time.

TOPdesk
EuroFM elects Renske van der
Heide as board member

TOPdesk_DE
Taking our intergallactic bus to
look for new TOPdesk employees!

If you are an on-premises customer you can now upgrade to this version.
Visit www.futureofservicemanagement.com for more information or contact your
account manager.

NEWS

Calendar
4

OCT

5

OCT

6

OCT

DE

TOPdesk has entered into a partnership with RES, an international company that specializes in

IT&Business
Stuttgart

5

OCT

TOPdesk partners up with RES
supply, automation and security of digital workstations. RES lets organizations automate the
entire process of end user requests, so that they can optimize the way they use TOPdesk.

6

“We are very pleased with this new partnership with RES,” says TOPdesk business developer

OCT

Anne van Dam. “Our collaboration will help companies to be more efficient and save time and

IT Forum von IIR

money as well as improve end users’ experience of digital workstations. We’re sure that this is
something our customers will appreciate.”

3

NOV

4

“The combination of RES’s expertise in automation and self-service and TOPdesk’s easy to use

NOV

service management software leads to great opportunities,” say Tripp Purvis, Vice President of

36. KVD Service Congress 2016
Munich

Strategic Alliances at RES. “Together, we can help companies to quickly create a streamlined and
safe IT experience for their employees.”

15
16
NOV
NOV
Strategietage IT DACH 2016
The Dolder Grand, Zürich

Sys admin day

22
23
NOV
NOV

Friday 29 July was System Administrator Appreciation Day. Just like in previous years, TOPdesk

Service Desk Forum
Hilton Mainz, Mainz

1
DEC

sent over 200 cakes to celebrate.
System Administrator Appreciation Day takes place every year on the last Friday of July. This year

2
DEC

it was celebrated worldwide for the 17th time. Organizations rely more and more on their IT
department, so this day is the ideal moment to put your system administrator in the limelight.

itSMF Jahreskongress
Congress centrum Neue
Weimarhalle, Weimar

The celebration seems to be growing in popularity. TOPdesk hopes to further this trend by
spreading the word with our cakes.

20
OCT

BR

SEE
Espaço Sinimbu, São Paulo - SP

18
OCT

HU

SEE
Kedd Barabás Villa, Budapest

27
OCT
TOPdesk on Tour
Etihad Stadium, Manchester

UK

6 TOPDESK MAGAZINE - SEPTEMBER 2016

GAINING NEW INSIGHTS
WITH TOPDESK
Zadkine, a Dutch institute for vocational education has worked with TOPdesk for years,
starting out with TOPdesk 3. This year, the school decided it was time to evaluate their
processes and add new services such as property management, facility management,
HR and general support. The goal: providing internal customers in education with a
single digital portal where they can go with all their questions, requests and calls.
Text: Acacia Kooij Photography: Aad Hoogendoorn

8 TOPDESK MAGAZINE - SEPTEMBER 2016

Zadkine is a regional educational centre

better coordinated and communication

that provides intermediate vocational

with local service points runs much more

training in all sorts of areas: from business

smoothly. “We’ve made a lot of progress

administration, mechanics and logistics,

thanks to TOPdesk,” says Zeelenberg. “Bringing

to healthcare, hospitality, tourism, fashion

departments together through processes is

and security. Zadkine has around seventeen

what I think TOPdesk does best.”

thousand students who are taught at ten
main locations. Ronald Zeelenberg works
as a team leader in IT management and

The right flow

maintenance at Zadkine, focusing primarily

In addition to the new set-up, Zeelenberg

on the back end of IT services. His team

thinks a lot of progress can be made with a

consists, among others, of database, network

more process-based workflow. In order to

and service managers, all working from a

achieve this, Zadkine has started new ITIL

single location to provide input for local

training courses that align with the new

support staff.

set-up. “Now we’ve started working with the
new TOPdesk version. We’re certainly reaping

Improving to perfection

the benefits of having so much support for
process-based working methods from all

“We’ve always been satisfied with TOPdesk,”

departments within the organization. The

says Ronald Zeelenberg. “But we began to

results will become even better once we’ve

notice that not everything was organized

implemented the renewed ITIL certification.

the right way, so we wanted to improve that.

What we’re seeing now is that everybody

Our employees preferred to have a single

is getting into the right flow. We also find

portal for all their requests. This makes sense,

evidence of this improved workflow in how

because when you’re teaching a class you

people use TOPdesk.” TOPdesk is “the cement

don’t have time to figure out who to call

between the bricks of the organization”,

when the computer doesn’t work or a light

according to Zeelenberg. He continues: “Now

is broken. We also wanted to create better

that TOPdesk’s structure is in place, we get

reports to show the quality of our services.

clear reports that provide the insights we

Another important improvement was the

need. For example, we can now have CAB

optimization of our service catalogue. With

meetings based on overviews.”

the TOPdesk set-up we had back then, this
couldn’t be fully supported, so we decided
that a new set-up was the best solution.”

Progress
For about six months now Zadkine has been

Collaboration between
departments

able to gain more insight into how incidents
are related in different areas. Some examples
are property management, teaching locations

Several TOPdesk consultants came to work on

and regions. “We wanted to create an

our new set-up. It was not only implemented

overview of this, which wasn’t possible yet in

at IT, but also at other departments, such

the TOPdesk version we had. We also wanted

as Facilities and Property management

to differentiate between main buildings

and General support. Now, when there are

and branch locations, so that we could

relocations or renovations, things are much

create reports at a local level. The TOPdesk

TOPDESK MAGAZINE - SEPTEMBER 2016 9

THE SYNERGY BETWEEN ALL
DEPARTMENTS IS VALUABLE

consultants have helped us achieve this. Now

The future

that we can zoom in on our local branches

“In the future, we want to define exactly

more, we can see at a glance what each one

which services are provided by IT, Property

needs, which means we can use our resources

management, Support, HR and Marketing &

more effectively.”

Communications. We’re working hard to set
up a service catalogue and are exploring a

Delftware

number of methods. By dividing all products
and services into categories and subcategories

“Delftware has been very helpful, because we

we can quickly get an overview of how each

have little in-house expertise on TOPdesk,”

of them scores in terms of service delivery.

explains Zeelenberg. “This meant that within

One of our current priorities is creating links.

our organization we didn’t have the capacity

Our printers are already linked to TOPdesk, but

to improve processes by ourselves. Thanks

we want to achieve this for our workstations

to my supervisor it was decided that experts

as well. We’d like them to appear in TOPdesk

would be brought in to prevent process

automatically from our own SCCM. These

improvement from grinding to a halt. But

links are not just there to improve work

process improvement alone isn’t enough. It’s

processes, but also to ensure transparency.

just as important to get everybody on the

We want to show what happens on our

same page. Delftware’s Daniël Huijbens paid

systems and TOPdesk will be an essential

attention to both processes and the human

part of this project.”

side of things, providing us with a solid
foundation to work with. He also took on the
job of incident and change manager until we
could find somebody within the organization
to fill the position. He ensured that proper
training procedures were set up. Zeelenberg
continues: “The TOPdesk consultants and
Delftware have contributed significantly to
the recent improvements at Zadkine. And
we worked hard on the project as well. This
synergy has been very valuable.”

10 TOPDESK MAGAZINE - SEPTEMBER 2016

TOPDESK MAGAZINE - SEPTEMBER 2016 11

SUCCESSFUL CHANGE
STARTS WITH GOOD
COMMUNICATION
The central role of communication
in IT projects

12 TOPDESK MAGAZINE - SEPTEMBER 2016

The implementation of a new tool is often a major change for employees. In many cases,
such changes aren’t properly communicated. As a consequence, employees may not be
able to use the new application correctly. Clear communication from the very start can
contribute significantly to successful changes.
Text: Milou Snaterse Photography: Aad Hoogendoorn

Cora Naus works as a project manager at DDC Agency, a TOPdesk

Inspiring positive attitudes

Solution Partner. Every day she encounters organizations that struggle

Introducing a new application in an organization is often part of a

with communication concerning both small and larger change

solution to a larger problem. The organization wants to achieve a

projects. More often than not, this communication is even forgotten

certain goal and the new application could be a useful tool for this.

entirely. “The introduction of a new application is often a big change

With such big changes it’s important that all colleagues are on board.

for employees,” says Naus. “If communication is insufficient, the

You can achieve this by inspiring positive attitudes towards the change.

tool may not be used correctly, which could be problematic for the

“Change projects are often faced with resistance. We try to counteract

organization. Many organizations try to make do with sending an

this and inspire positive attitudes towards projects by involving

email after implementation, but this rarely has the desired effect. Clear

colleagues directly in implementation and communication. If

communication before, during and after the change project helps the

everybody knows what you’re doing and why you’re doing it, you

process run smoothly.”

create understanding and a willingness to cooperate,” says Naus. “It’s
important to inform end users well at the start of a project, so that

Communication before, during and after

changes don’t come as a surprise to them. Clear instructions on how
to use the new tool help end users get started. When the application

“Communication should play a central role in every project,” says

has been in use for some time, sharing success stories is a good way to

Naus. “Even before the start of a change project, it’s essential

maintain positive attitudes.”

to keep employees informed of the impending changes. During
implementation of new software it’s important that the people within
an organization contribute to choices that are made, such as those
concerning the software set-up. Feedback from end users is incredibly
valuable, as they are the ones who will eventually have to work with
the software.” Communication remains an important part of the
change project even after implementation, according to Naus. “Active
communication can persuade the end user to actually start using the

THE ULTIMATE GOAL IS HAPPY
END USERS

new software. An example of this is the e-learning environment that
we set up for one organization to help employees become experts at
using a new application.”
Naus explains that communication within the project team shouldn’t

Contented end users

be forgotten either. It is vital for the success of any change project that

“The ultimate goal is a satisfied end user whose problem has been

everybody is on the same page. “Easy to understand presentations

solved through an IT implementation. That goal is achieved by

can help clarify communication within a project. A communication

communicating with end users and involving them in the change

professional from inside or outside the organization can help create

project,” says Naus. “Clear communication will eventually reduce

visual and written material for this.”

TOPDESK MAGAZINE - SEPTEMBER 2016 13

THE EFFORT YOU PUT INTO
COMMUNICATION MAKES OR
BREAKS A SUCCESSFUL PROJECT

resistance, stress and delays throughout the operation. Imagine that
a company is moving to the cloud, but end users are completely in the
dark. Or a helpdesk where the phone keeps ringing because a change
has been implemented that hasn’t been communicated properly. In
both cases, better communication could have prevented a lot of hassle.”
In IT change projects, people tend to focus too much on the technical
aspects and not enough on the end users who will work with the tool,
even though they should be at the centre of the project. After all, “the
effort you put into communication with end users could make or break
a successful project.”

Want to start improving your communication?
DDC Agency helps organizations develop various methods
of communication tailored to the customer’s goals. Using a
communication plan, DDC compiles a range of tools that can be
implemented in collaboration with the customer. Among other
things, DDC develops websites, email campaigns and intranet as
well as e-learning environments.
Various organizations have already completed successful change
projects with DDC’s help. If you would like to find out more about
Agency DDC’s services or talk about what we can do for you, please
visit www.agencyddc.com.

14
TOPDESK MAGAZINE
MAGAZINE -- MARCH
SEPTEMBER
14
TOPDESK
20162016
ADVERTORIAL

TimeTell
Planning & TimeSheet

TimeTell - The solution for planning and time registration
TimeTell is an extensive system for planning and registration of time,
hours, leave and absence. One of the characteristics is the ease of use; it
is important that people do not hesitate to work with the timesheet. It is a
complete and powerful solution, which can interface with other systems
like TOPdesk or other HR, ERP and financial systems.

To support the management, TimeTell offers a dashboard with a summary
of the most important information.

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.

If you would like to know more about our
solution, please visit our website:
www.timetell.com
+31 (0)70 311 48 11
info@timetell.com

COLUMN
Wolter Smit, TOPdesk CEO

SERVICES IN
MOTION
In June I attended SEE 2016. The most important thing I took away
from this Service Excellence Experience was that the world of
service delivery is in motion. On the one hand service departments
are no longer doing everything themselves and have started
outsourcing their tasks instead. On the other hand it’s becoming
more and more important to put the customer first. So how do you
marry these two sides?
I recently had a discussion about this topic, which lead to a
nice metaphor. You used to be able to see the world of service
management, especially IT, as a kind of workshop for machines.
These were ordered, delivered, made ready for use and repaired
if needed – similar to an automobile repair shop.

THE KNOWLEDGE TO DO
THINGS RIGHT AND MAINTAIN
THEM IS BECOMING THE
SUPPLIER’S RESPONSIBILITY

Instead of a workshop, IT and facilities departments are turning into
stores. Stores where the shopkeeper makes sure he offers a good
selection of products, which perfectly meet customer demands.
A shopkeeper that also helps customers in their choice and use of
products. And negotiates competitive prices with suppliers as well,
ensuring that customers don’t pay too much. He also makes sure
the products go together, and facilitates a good online store for

My father used to repair his own cars. Nowadays cars have so

people who already know what they want to buy and are especially

many electronic components, that you need specialist knowledge

interested in quick delivery.

and tools to fix them. This has happened to more products. The
knowledge required to do things right and maintain them is more

It’s all about knowing customers well and understanding them.

and more the supplier’s responsibility.

About finding suitable products and services from suppliers
that are sure to make the customer even happier. Because that’s

What does this mean?

ultimately the best guarantee for returning customers.

16 TOPDESK MAGAZINE - SEPTEMBER 2016

Martijn Poll
… works as account manager at TOPdesk.
He specializes in HR projects and implementations.

ON AND OFFBOARDING
EMPLOYEES: GETTING TO
A SMOOTH PROCESS
How can we make sure that new co-workers have everything they need to get started on
their first day? This question was addressed by HR, IT and Facility employees during
a round table discussion at SEE. Their conclusion: it should be a joint effort.
Is a new employee in your organization ready for
work right away?

managers indicated that they are often informed last-minute about

Does he have everything he needs for his job, such as a desk, entry pass

to get those employees started. The group’s proposal: appoint one

and login account? In many organizations this is not the case. One of

person to be responsible for the process as a whole. It doesn’t matter

the reasons for this is that HR, IT and facility departments tend to work

much who this person is. An HR staff member would make sense,

separately. That is why TOPdesk invited these departments’ managers

because they have to do much of the work anyway. Another option

and employees to SEE, where they tried to tackle the question: what

might be an IT employee, since they often already have access to

is the best way to set up the process of onboarding and offboarding

confidential information.

new employees, which means they have to put other work on hold

employees? The questions they dealt with, as well as the answers they
came up with, are outlined here.

Who is responsible for a smooth onboarding
process?

How to prevent the process from halting when
somebody is absent?
“Pete usually handles CRM accounts, but he was off sick.” This was one
of the many examples that were mentioned when we asked what goes

This question was followed by silence. Every department had taken

wrong when a new employee commences. The solution: make sure

up their part of the process, but nobody could see the big picture.

tasks are transferable. Establish which process needs to be followed

As it turned out, though, there was a need for this. IT and facility

upon commencement and communicate this to everyone involved.

TOPDESK MAGAZINE - SEPTEMBER 2016 17

MAKE SURE YOU STANDARDIZE
EIGHTY PER CENT, AND KEEP THE
REST FLEXIBLE
Checklist
1 person responsible
Make work transferable
Share information
Offer 1 portal

but this was not working in practice. There were simply too many

Which system should be used to manage supplies
or offer a self-service portal?

exceptions. What does work, according to one participant: standardize

It turned out that this doesn’t really matter. Whether you keep track of

80 per cent of the process and keep the rest flexible.

assets in a CAFM, ITSM or HR system, the most important thing is that

In order to do this, some organizations were setting up job profiles,

you choose one source and ensure that other systems can access it. As

How to safeguard an employee’s privacy when
working with multiple departments in a single tool?
This is a much-heard concern. After all, an HR department handles
much more confidential information than an IT or facility department,
for example concerning employees’ performance and special leave.
Usually, this information may only be viewed by HR staff. However,
during our session it became clear that participants wanted to share
more information to aid the onboarding process, such as whether
a new employee is in possession of a driver’s licence or will get a
smartphone. In most cases you can easily share this information
without putting privacy at risk.

for self-service portals: which system you choose is not that important,
as long as customers are offered a single portal where they find
answers to all their questions. They can be linked to the right systems
at the back-end.

18 TOPDESK MAGAZINE - SEPTEMBER 2016

THE END OF POSSESSION
Interview with Thomas Rau

TOPDESK MAGAZINE - SEPTEMBER 2016 19

No more lamps, just light. No more office chairs, just
sitting hours. Thomas Rau, architect and co-founder of
Turntoo, believes that the way organizations will handle
their assets in the future is changing gradually. People
are starting to think about paying to use assets rather
than to own them. This leads to smarter products, makes
organizations more flexible and it’s very cost-effective.
Text: Leo Kranenburg
Turntoo was founded in 2011 by Thomas Rau and Sabine Oberhuber. It aims to promote
knowledge and processes that facilitate the shift from consuming products to using services.
The business model is based on preserving resources. “The earth is a self-contained system,” says
Rau. “This means that we need to be careful how we use resources. Today’s economy, however,
is linear. We extract materials from resources, use them to make products, and consume those
products until we eventually dispose of them. This way of life simply isn’t sustainable.”

Bad business models
Rau indicates the printer on his conference table as an example of where the problem lies. “In
the old days, technology was used primarily to create solutions. But these days we create almost
nothing but problems with it. This printer will probably break down within a year or two, even
though it could have been made to last much longer. The reason we don’t do that is because
customers wouldn’t need to come back to the store to buy a new printer. Revenue for many of
these products relies on them breaking down easily.”
And there are more problems, according to Rau: “Nowadays we also use products that last
longer than we feel is necessary. Nobody buys a new smartphone because the old one is broken.
By constantly introducing small improvements, we become more and more wasteful.”

Make the manufacturer accountable
In response to these problems, Rau has developed a new economic model that revolves around
using rather than owning products. This would mean that in the future, organizations won’t
purchase a printer, but simply buy a number of printed pages. The printer itself, along with all
its add-ons and maintenance, remains in the manufacturer’s possession. This makes it lucrative
for him to make things that can still be of value to him when they are returned. It also creates
an incentive to make products of lasting quality. If he doesn’t, maintenance will be costly, eating
into his revenue.”

20 TOPDESK MAGAZINE - SEPTEMBER 2016

we ended up working with an architect who

BUYING CONTRACTS INSTEAD OF PRODUCTS
REQUIRES A DIFFERENT SKILLSET

designs roller coasters. The best partner
is always somebody whose revenue lies in
getting you exactly what you need.”

Keeping future plans tentative
Recently, Rau has noticed an increase in
support for his views. “This is in part due to
the new media, who confront us with the
Besides, if manufacturers remain in possession

these assets, and whether you can do that

limits of the earth’s resources. This leaves

of their products, the cycle of innovation

depends on your core business. “For example,

us two options: either we deny that there’s

becomes longer and individual improvements

most of the engines in KLM airplanes aren’t

a problem, which is what mostly happens

become larger, Rau explains. “If Apple were to

owned by the airline itself, but by Rolls Royce.

now, or we acknowledge where we are at this

launch an iPhone 7, a number of older models

Ongoing maintenance of the engines would

point. Fortunately the number of people doing

will be returned to them. In order to get a

interfere too much with KLM’s core activities,

the latter is increasing.”

sufficient number of phones back, they can’t

so they can’t carry this responsibility. That’s

launch a new model every year, but instead

why for over ten years, they haven’t bought

make sure that each new model has plenty

engines, but flying hours.”

of improvements.”

The end of possession

Different skills
Rau thinks it’s unlikely that organizations

For users, the shift from product to service

will lose control of their services if they work

means that they will no longer be the victim

with multiple suppliers. He does want to

of manufacturers’ bad business models, Rau

warn organizations that they need different

thinks. They’ll only pay for the service and no

skills to handle this. “Buying contracts instead

longer bear the risks of how that service is

of products doesn’t necessarily require

established. Organizations who buy services

different people, but of course it does require

also become more flexible, says Rau. “If you

a particular skillset. You can’t make that shift

want to buy something now, you purchase

in a matter of days, as product culture and

the service for an unknown period. How long

service culture are complete opposites.”

will your purchase work? For how long will
you want to keep using it? If you pay for the
you actually need. You no longer mortgage an

Find out how potential partners
generate revenue

unknown future. This is hugely advantageous,

In order to select the right suppliers,

because you can constantly anticipate

organizations need to find out how potential

changing demands. Moreover, it’s very cost-

partners generate revenue. Rau explains that

Rau doesn’t want to go into predictions for

effective, because you don’t have to invest

organizations have been taking on the wrong

the future too much. “I don’t think anybody

your whole budget at the start.”

companies for years. “A steel construction

knows what the future holds, which means

was needed for a new building for Alliander,

we can’t make decisions that have permanent

a Dutch utility company. Normally you might

consequences. We should only make tentative

go to a steel manufacturer for this, but that’s

plans and choose solutions that are organized

In theory, organizations could choose to

a mistake. The steel manufacturer’s revenue

in such a way that when we are done with

exchange all their material assets for services.

comes from getting people to use as much

them, for example when we no longer need a

However, Rau says that having possessions

steel as possible, which is at odds with what

building, our resources aren’t depleted. That is

isn’t inherently bad. But as an organization,

we needed. By finding out what parties gain

the only way we can remove stumbling blocks

you need to be able to carry responsibility for

revenue from light yet safe constructions,

for future progress.

service only, you can get much closer to what

Core business dependency

TOPDESK MAGAZINE - SEPTEMBER 2016 21

OUR CURRENT WAY OF LIVING SIMPLY
ISN’T SUSTAINABLE

ADVERTORIAL
ADVERTORIAL

• HARDWARE • NETWORK • SOFTWARE • LICENSE • INCIDENTS • CHANGES • ORGANIZATION
• PERSON • FREE OBJECTS • LOOKUP TABLES

Affordable integrations with TOPdesk!       

CMDB really accurate and up-to-date based on source-files and -applications
Support contracts up-to-date in TOPdesk based on your accounting software
Invoicing of hours integrated with your accounting software
Exchange of service calls, incidents and changes with other service management tools
Publishing of room-bookings and appointments in Exchange, O365 and other calendars
CTI integration for call centers with information from multiple applications like
Contacts, Company, Contract, Orders, Open and overdue calls, payment status, etc
Management of Active Directory based on data in TOPdesk

Scope4mation unburdens!
Scope4mation helps defining,
realising and maintaining the necessary integrations
For more information:

info@scope4mation.com | www.scope4mation.com/topdesk | +31 850 020 224

COLUMN

SELF-SERVICE IS NO
WALK IN THE PARK
“Self-service sounds quite easy,” I hear a man next to me at an event

Another lesson we’ve learned is that introducing a new tool is only

say, “but in practice I still call the service desk because my question

the first step. You need people to keep the information up to date.

isn’t in the FAQ section or the answer is outdated.” The person he is

You can make it more successful by involving your operators in every

speaking to couldn’t agree more.

step — from development to implementation and maintenance. Ask
them for their opinion and feedback and show that you actually use

I, however, don’t agree. But I do recognize the problem at first hand.

it. By giving them a chance to interpret their role, you increase their

We recently implemented and set up a self-service portal. With

commitment to the goal and ensure higher quality information.

this portal we want to give our end users easy access to relevant
information and make them more self-sufficient. The first few

We’ve set up and designed the self-service portal with a group of

months we noticed that keeping the information up to date was a

enthusiastic key users. Even after the implementation, the group

challenge. How do you, as a service organization, make sure that the

has weekly meetings to discuss questions about the portal and

information you offer is up to date and complete? We’ve learned

current business. The people who keep the information up to date

some valuable lessons these first months, and I’d like to share some

can record the information from a call in just in three clicks.

of them with you.

Layout and form are not as important here as content and speed.
Every contribution is checked by the service desk coordinator before
it’s published. This way we can keep a good balance between pace
and quality.

SELF-SUFFICIENCY DOESN’T
ALWAYS LEAD TO SHORTER
DURATIONS

There’s no doubt that designing, building, implementing and
maintaining a self-service portal takes a lot of time and energy.
However, I can assure you that the return on investment is high
and immediate. The end users will become more independent,
which means that the supporting departments will have to do
less repetitive work. Self-service will increase your value as
service provider and helps to create more challenging work for
your employees.

First of all: manage expectations. Contrary to what many think,
a high level of independence does not always result in shorter
durations. The opposite is true. We did experience that answering
less repetitive and relatively easy questions and calls leaves more

Patrick Draaijer is a TOPdesk process

room for more complex questions and calls. This effect works

and functional manager for Altrecht

horizontally through the first and second line. Make sure the people

Foundation, a health institution.

involved know this before you set up a self-service portal.

24 TOPDESK MAGAZINE - SEPTEMBER 2016

Annemarie Wolfrat
… is consultant at TOPdesk.

Rob Haaring
… is HR manager at TOPdesk.

SERVICE EXCELLENCE:
THE DIFFERENCE
PEOPLE MAKE
As an organization, you want both your internal and external customers to be satisfied
with your products and services. But it’s even better to go one step further and get an
edge on other organizations by exceeding your customers’ expectations. With service
excellence, you can make that difference. But how does that work?

Facility management: the driving
force behind service excellence

to go to work, but like a friendly environment

get their sense of achievement and pride

where people feel at home. It’s no secret

from the fact that the customer doesn’t really

On average we spend eight to nine hours

that we achieve much more when we feel

notice all the things they do for him. This may

a day in our work environment. For many

good. With service excellence, the facility

sound contradictory, but this is exactly where

people this means they spend more time at

professional directly impacts the productivity

the opportunities for service excellence lie.

work than at home. There’s a reason why we

and success of the organization as a whole.

After all, it also immediately affects us when

sometimes use the word community for our

A clean workspace, good coffee, plenty of

basic facilities are even better than expected.

workplaces. So why not put as much thought

fresh air. We take these things for granted

This contributes directly to the customer’s

into the office space as into your home?

when they’re there, but we are immediately

quality of life. The facility professional focuses

This is exactly where a facility department

affected when quality is subpar. That’s why

intensively on contributing to the customer’s

makes all the difference. Your office shouldn’t

professionals in the facility field work hard

quality of life and as such to the quality of the

feel like an empty shell where people happen

every day to achieve excellent service. They

organization. A win-win situation.

TOPDESK MAGAZINE - SEPTEMBER 2016 25

A CLEAN WORKSPACE, GOOD
COFFEE AND FRESH AIR - THINGS
WE EASILY TAKE FOR GRANTED

Contributing to quality. Now more than

In recent years, facility organizations tend

and service through the same lens regarding

ever, that is every service professional’s focal

to transform into regulating organizations.

implementation as well as coordination.

point. For facility professionals, however, this

Moreover, people are often worried that

Building something great together, that’s

has been the case for decades. In this respect,

outsourcing will lead to a decline in service

what makes us all happy.

he or she serves as an example to co-workers

quality. Usually, though, this isn’t as much

in other service departments. However, it’s

of a problem as people expect. Because just

essential that he does get the appreciation

like your own employees, your outsourced

he deserves. As human beings we all want

supplier’s employees also strive for perfection.

Human resources: how we can
learn from the past

to be appreciated. There’s a risk that the

They too get a sense of achievement and pride

There is an abundance of blogs and articles

customer doesn’t give such appreciation,

from their work. After all, you can contribute

that help HR professionals to become the

precisely because he takes his pleasant work

in more ways than by being directly involved

kind of people that are taken seriously by

environment for granted. Herein lies an

in implementation. The important thing is

management teams. There are also texts that

important job for the facility manager

that you and your supplier look at people

discuss whether HR will exist at all in the

or coordinator.

26 TOPDESK MAGAZINE - SEPTEMBER 2016

THE REAL ADDED VALUE OF AN HR
DEPARTMENT IS DELIVERING EXCELLENT
HR SERVICES

employee will come up with plans to improve
service to the organization. It’s not that eHRM
and HR Analytics aren’t useful,
but they should only serve as a tool and not
be an end in and of themselves. The real value
of an HR department is providing excellent
HR service.

Service? That sounds like an old story we’ve all

The old HR lessons have taught us that

future and in what form. These are all fresh

heard before. What are your HR department’s

the tools aren’t what makes an organization

topics that are often far more popular than

plans for the near future? Will they proudly

successful, it’s the people. Countless studies

old HR lessons. Of course we can learn from

implement an eHRM system or will they

have shown that happy and involved

these new insights, but they often forget to

use HR Analytics to glean more information

employees contribute greatly to the success

mention the area where an HR department

from available (big) data in order to convince

of the organization. Why is it then that HR

can really make a difference: service.

management of their value? Very likely no HR

professionals (the very people who should

know and promote this) so easily forget this

where everybody can find them. In facility

that he requires. Make sure that everybody

when making their own plans the future?

departments this principle is already

who interacts with HR returns to his own

Let’s pick up the old HR lesson with renewed

known as a service catalogue , which can be

work feeling good and ready to excel. After

interest. Let’s make our organizations truly

translated for HR as a staff manual with a

all, this is how HR can truly be of value to

successful by providing excellent HR service so

positive and proactive approach. This way you

your organization.

that people can perform optimally.

create clear expectations that you know you

So what is that excellent service that

can realize. When your catalogue containing

makes an organization successful? The first

your basic services is all set, you have time to

important step is to take stock of the services

exceed those expectations. You may want to

you provide. Look beyond the regulations

surprise employees by giving personal advice

and procedures from the staff manual that

in addition to answering their question about

you have to enforce and consider what you

a regulation, or provide your manager with an

can do to help your organization. Then you

additional report that shows a different point

publish these services through a medium

of view than the standard reports

28 TOPDESK MAGAZINE - SEPTEMBER 2016

Patrick Mackaaij
… is a marketeer at team Worcade.

LINKING TOPDESK
ENVIRONMENTS
WITH WORCADE
If you work together with internal and external parties that use TOPdesk as well, you
don’t want to do the same work twice. With Worcade you can link TOPdesk environments.
This helps you prevent delays and copying data manually.
What is Worcade?

all new TOPdesk versions. You can activate

make adjustments to TOPdesk independently,

Worcade is a collaboration platform for

Worcade with a click on the button via

without this affecting the other party.

service professionals that lets customers

TOPdesk’s Functional settings. Once Worcade

and suppliers communicate more easily,

is activated, you can start a conversation

them of a new Worcade conversation. This

fun and efficiently.

with another party on the Worcade tab from

email contains a link to the conversation in

each call.

Worcade. Responses from the other party are

Thanks to the seamless integration
between TOPdesk and Worcade, you can
start a conversation with the other party in

The other party receives an email to inform

directly logged on the Worcade tab.
If the other party activates Worcade

a single click. It doesn’t even matter whether

How does Worcade work?

in TOPdesk as well, they can link the

this person uses TOPdesk or not. Responses

Worcade uses data previously entered in

conversation to the new TOPdesk call. The

from both parties are directly logged on

the call, such as a short description or the

other party then sees the conversation, like

the Worcade tab on the incident card. As a

supplier’s name. It only takes a single click to

you, on the Worcade tab on a call.

result, the entire conversation is stored in one

easily share additional details from the call in

location, helping you stay in control.

TOPdesk, for instance: request, action, object,
location and attachments.
Worcade works out-of-the-box, meaning

Linking Worcade conversations
automatically

Activating Worcade

you don’t have to coordinate TOPdesk’s

If you receive Worcade conversations from

Conversations from TOPdesk via Worcade

set-up or your processes with other parties.

your customer by email, you can choose to

are available as a standard functionality in

All parties can work as they already did and

have TOPdesk automatically create a new call.

TOPDESK MAGAZINE - SEPTEMBER 2016 29

Send

You can use the TOPdesk mail import for this.

You can choose to edit the ‘Status’ field on

The mail import normally updates cards

the call card, allowing you to automatically

Sending email notifications
from TOPdesk

based on the TOPdesk card number in the

remove the ‘completed’ or ‘closed’ status

Worcade notifies participants of changes

email’s subject line. Special Worcade email

from adjusted calls. You can supplement the

to conversations by default. The email

messages are added to TOPdesk when

‘Status’ drop-down list with ‘Changed via

messages Worcade sends contain a link to

creating a new call, which is directly linked

Worcade’, for instance.

the Worcade website.

to the Worcade conversation. Customers

Moreover, TOPdesk changes the date and

TOPdesk’s mail import lets you notify

and suppliers no longer have to coordinate

time of the relevant call card. You can use the

operators from your own TOPdesk

communication themselves.

Event Management module to respond to all

environment. This way you can decide when

these changed fields.

to send notifications. Moreover, you decide

TOPdesk’s mail import adds the subject line,
addressees and text to the ‘Action’ field by

the message’s content. You can choose to

default. You can choose to omit these details

provide more information from the call or

to improve readability.

add a link to the call in TOPdesk.

If you want to report on the number of calls
received via Worcade, you can supplement the
‘Entry’ field with the value ‘Worcade’.

Adjusting calls in TOPdesk
TOPdesk administrators can choose to link
an operator card to the mail import, making
it clear in TOPdesk which cards have been
created or adjusted by the mail import.
Operators can see in their to-do list which
cards were adjusted by someone else. These
cards are shown in italics.

CC

30 TOPDESK MAGAZINE - SEPTEMBER 2016

Editorial
Download this issue and more atwww.scribd.com/TOPdesk

Start using Worcade today

The TOPdesk Magazine covers subjects that are topical in
the world of professional service desks in IT, facilities and

You can start a conversation with your supplier from TOPdesk

other service providing organizations. TOPdesk Magazine

in a single click. It doesn’t matter whether they use TOPdesk

is intended for managers, service desk employees, facilities

or not. Activate Worcade in TOPdesk’s Functional settings and

organizations and electronic city councils — anyone who

start a conversation on the Worcade tab.

is involved with supporting clients on a daily basis. This
concerns both the processes and the technology behind

A step-by-step instruction for setting up the mail import,

these services.

drop-down lists and events and actions in TOPdesk is available
at worca.de/1e9db.

TOPdesk Magazine is a TOPdesk publication,
+44 (0) 207 803 4200, editorial@topdesk.com

Do you have any questions about the possibilities of Worcade?
Contact us via hello@worcade.com.

Editors-in-chief and copy editors: Milou Snaterse, Nicola van
de Velde
Translators: Laura van Rosenberg, Nicola van de Velde
Contributors: Rob Haaring, Fiona IJkema, Patrick Mackaaij,
Martijn Poll, Wolter Smit, Annemarie Wolfrat
Layout: Denise van Rijst
Illustration: Frank van Klink, Martin de Rooij
Photography: Aad Hoogendoorn, Menno van der Bijl

A print run of 10,000
Quarterly magazine
Languages: Dutch, English
Copyright © 2016 TOPdesk. Although this publication has
been produced with the utmost care and attention, the
writers cannot be held responsible in any way for any
damages that may occur due to errors and / or deficiencies
in this publication.
Official TOPDesk partners: 3Fifty, AskRoger!, Bomgar,

Should your supplier use a different
service management application, we
are more than happy to discuss the
possibilities with you.

DDC, Delta-N, Gartner, IBIS Software, Mavim, Nexthink,
OGD, Okta, Partners in Technology, RES Software,
Servitect, Scope4mation, Snow Software, Testersuite,
The Backbone, TimeTell, Tools4ever, Victa

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

32 TOPDESK MAGAZINE - SEPTEMBER 2016

tips + tricks
Setting up variable sender for email actions

Setting up email address:

The emails sent from the service desk to customers are set up

1. Click the user icon in the top right corner of the

in the TOPdesk Action Explorer. As sender of these emails you

Operator’s Section.

can choose to use a standard address (support@yourcompany.

2. Click ‘My Settings’

com, for example), but you can also choose to use a variable

3. In the ‘Availability’ block the user enters his or her email

sender. The variable sender is dependent on the operator who

address in the ‘Email address’ field.

sends the email and makes the email more personal.
The customer’s response will also be sent to this email
Setting up variable sender:

address. There are multiple reasons why this is often not

1. Open the Action Explorer.

the best option. With the following format the operator

2. Open the email action.

can send a personal email and receive the response on

3. In the ‘From’ field click the ‘Insert field/list’ icon.

a general address:

4. In the tree structure search for [system] > Current
operator > Email.

First name Last name <support@yourcompany.com>

> This results in the selected field
[System.Email_current_user].

When the email address is not entered in the user settings,

5. Click ‘Insert’.

TOPdesk will use the standard email address. The standard
email address is set up under: Settings > Functional Settings >

The [System.Email_current_user] insertion field refers to the
email address in the user settings of the logged in user.

www.topdesk.com

General > Default email of sender.