TOPdesk Magazine September 2015

September 2015, issue 3, volume 17
THE ROAD TO
SUPPLIER
ENGAGEMENT
In this issue:
Working in a complex
service landscape
Active contract
management
Partnership with your
suppliers
EDITORIAL
A job well done

At TOPdesk, we do as much as we can in-house. We take
06
care of functional design, user experience design, software

development and testing, sales, consultancy, support, marketing
and communications. The latter department thoroughly enjoys
creating TOPdesk Magazine four times a year. And even if we
prefer to do everything ourselves at TOPdesk, there are still
some things we have to outsource.
Our colleagues write articles, advertisers send in ads for the
new issue, we hire a photographer to take professional pictures,
and a printing company prints and distributes the magazine.
Thanks to good workflows and clear agreements, all these
parties ensure that a brand-new magazine lands on your desk.
As a supporting department, there is no doubt that you also
deal with suppliers: software suppliers, catering and cleaning
for instance. In this magazine, you can read more about
collaborating effectively with your suppliers, how to manage
your contracts, and how TOPdesk helps you deal with
supplier management.
Enjoy your read!
Nicola van de Velde & Milou Snaterse
Bob
10
CONTENTS September 15
WORKING TRANSPARENTLY
OFFERS NOTHING BUT BENEFITS
FOR BOTH PARTIES
Patrick van Langelaar
Servicemanager, Avensus
Read more on page 6
!
18
22
04
NEWS
06

A LACK OF TRANSPARENCY?
NOT AT ALTRA AND AVENSUS
10

INTEGRATION SPAGHETTI MADE EASY

AS PIE
12

NO MORE UNNECESSARY WORK WITH

THE RESERVATIONS MANAGEMENT
OUTLOOK CALENDAR LINK
15
PARTNERSHIP WITH YOUR SUPPLIERS
18

SUPPLIER MANAGEMENT NEEDS TO STOP

PASSING THE BUCK
21

COLUMN
22

SIGN AND READY?
Getting used to new ideas

Active contract management
24 PRAGMATIC SUPPLIER MANAGEMENT

28
TIPS + TRICKS
ON THE COVER:
In this magazine you can read all
about supplier management
4 TOPDESK MAGAZINE - SEPTEMBER 2015
Stay up-to-date
To stay up-to-date on the latest
management developments,
TOPdesk at IT Business
Solutions B2B fair
follow us via these channels.
On 13 October, TOPdesk is
TOPdesk news and service
attending the ITBS in Warsaw,

TOPdesk Newsletter
Poland. This event serves

as a platform for meeting
@TOPdesk @TOPdesk _UK
representatives from various
facebook.com/TOPdesk
sectors and sharing solutions.
linkedin.com/company/topdesk
community.topdesk.com
TOPdesk is official partner of

this event and uses this
opportunity to further explore
the Polish market.
@TOPdesk
@TOPdesk Our software can
reduce the use of post-its. What to
do with all these post-its? This is
what our German office did:
TOPdesk on Tour UK in full swing

At the time of this edition of the magazines publication, the UK office will be in the middle of its
latest tour through the country. This years TOPdesk on Tour event focuses on chain integration:
taking a closer look at how supplier collaboration can boost your customer satisfaction.
Our UK service management experts are visiting three museums throughout the country to give
informative presentations and workshops about this service management trend and more. In
September they visited Bristol and London, and they are set to visit Manchester and Edinburgh
in October. For more information about the event, please visit www.topdesk.co.uk/ontour.
@ShareSoMe@TOPdesk_NL asset
management/configuration
management is the same right?
Only ass. man. for FM and config.
man. for IT. Correct?

@TOPdesk_NL @ShareSoMe
Correct. Organizations can
adjust the name of the
module as they see fit. Assets/
configurations etc.
TOPdesk available on Microsoft Azure

TOPdesk is proud to announce its partnership with Microsoft Azure: an open cloud computing
platform offering both Microsoft and third-party solutions. From now on, Microsoft Azure
customers can easily deploy a best practice version of TOPdesk, giving them of all the benefits
of the cloud and TOPdesks most praised modules and features.
Wolter Smit, TOPdesk CEO, is excited about the partnership. This is a great opportunity for
our organization. Easy deployment and simple implementations have always been key factors
for TOPdesks success. Moving TOPdesk to the Azure marketplace makes this even easier for
our customers.
Learn more about TOPdesk on Microsoft Azure on www.topdesk.com/azure.
If youre interested in switching to TOPdesk on Microsoft Azure, call us on +44 (0)20 7803 4200.
NEWS
Calendar
TOPdesk visits IT & Business
SEP
UK
OCT
From 29 September to 1 October, TOPdesk will be visiting IT & Business in the Messe Stuttgart.
The event showcases products and solutions for making an organizations digital processes
TOPdesk on Tour
See the website for exact dates
more efficient, more economical, simpler and safer. TOPdesk will be there to demonstrate our
software for IT, Facilities and HR processes.
19
20
OCT
OCT
Come and visit TOPdesk at stand 1E17 in Hall 1.
Socitm Annual Conference

Leicester
28
OCT
TOPdesk 5.6 service pack 1
available
SDI Software Showcase

Birmingham
TOPdesk version 5.6 service pack 1 is now
19
NOV
available. This version primarily consists of
IT500 Conference
Edinburgh
bug fixes. Do you currently use TOPdesk 5?

If so, you can download the service pack via
the TOPdesk Extranet. Please read the newest
23
24
NOV
NOV
version of the release notes before you
ITSMf UK Conference and Exhibition

London
perform the update.

If you have any questions or comments,
PL
13
OCT
you can contact TOPdesk Support via

+44 (0)20 7803 4210 or send an email to
IT Business Solutions B2B fair

Novotel Warszawa Airport, Warsaw
SEP
support@topdesk.com.
DE
OCT
TOPdesk on Tour
See the website for exact dates
29
30
SEP
SEP
OCT
IT & Business
Messe Stuttgart
TOPdesk present at the Interactief FM Congres

On 15 October, TOPdesk will be present at the Interactief FM Congres in Diegem, Belgium.
This year, the theme of the conference is Flexibility@Work and there will be sessions and
workshops on mobility in the Facilities department. TOPdesk is one of the sponsors of
the event.
OCT
600 Minutes Executive IT

Hilton Munich Park, Mnchen
NOV
NOV
Service World
Hilton Munich Airport, Mnchen
DEC
DEC
itSMF Jahreskongress
Congress centrum neue weimarhalle,
Weimar
Want to know more about this conference? Visit www.facilitynights.com/congres/nl.
A LACK OF
TRANSPARENCY?
NOT AT ALTRA
AND AVENSUS
CUSTOMER IN FOCUS
Outsourcing parties and
their customers often face
the problem of services
not being transparent.
Although Avensus already
communicated well with
its customers, this IT
service provider managed
to improve their customer
relationship even further.
In 2010, Avensus began supporting the IT
services at Altra: a foundation dedicated
to education and youth care. Manfred
Pallencae, head of Managed Services
at Avensus, explains more. Healthcare
institutions should focus on their core task:
providing care. Not on tasks like IT. For this
reason, Altra hired Avensus to help them
innovate their IT services. In the years that
followed, Altra outsourced even more changes
to the IT landscape, from end user support to
managing the back-end infrastructures.
The functional application managers at the
Altra foundation work closely with their
Avensus colleagues.
A unique proposal
Avensus evaluates the services delivered to
Altra every month. Last year, Altra asked us
whether our organizations processes could be
more aligned to work even more efficiently,
says Pallencae. Both Altra and Avensus used
their own service management system. When
we discussed idea of aligning our processes,
we also asked ourselves whether we could
integrate our service management tools.
Integrating our systems turned out to be too
large an investment.
Patrick van Langelaar, service manager, tells
us more about Avensus unusual suggestion.
We were looking into implementing a
new system that lets us integrate customer
processes. We then suggested to Altra that we
HEALTHCARE INSTITUTIONS SHOULD FOCUS

ON CORE TASKS, NOT IT
Manfred Pallencae
Head of Managed Services, Avensus
work in one service management application.
times. But they are not the same as those of
Dont get carried away
Altra liked the idea and immediately said yes.
Altras functional management department.
After introducing a new tool, a lot of
Thats why we set up a priority matrix which
organizations want to review the processes.
lets Altra implement different lead times.
Van Langelaar calls this a common pitfall. I
Avensus and Altra were looking forward to
Altras functional managers can now log into
wouldnt recommend immediately optimizing
working together more closely. This decision
Avensus TOPdesk environment with single
processes. The new tool already takes enough
not only meant that both parties processes
sign-on. What I find particularly useful, says
getting used to. Thats why its important to
had to be aligned; they also had to be merged
Van Langelaar, is that I can be transparent
start small. We decided to copy the current
in one tool. They soon chose TOPdesk. Altra
towards my customer. My colleagues at Altra
processes, and see how each process would
was already using TOPdesk, like a lot of
know exactly what Im working on and can
work in TOPdesk. We then set up the processes
Avensus other customers. Purchasing the
report on the same data. Whats more, the
and tested the set-up. Once a process is up
tool was only the start, says Van Langelaar.
Altra end users are offered one portal, so they
and running in a new situation, you can find
When you start working in one tool, its
havent noticed any difference compared to
ways to improve.
important that you make a list of your
the old situation.
Getting started with key users
mutual requirements. What do we want,
A good starting point
what do we want to achieve together? To
Processes not performed by an

IT supplier
make this clear, a key user team was set up,
The decision to share an application for
Avensus also kept in mind that their other
comprising members from the different Altra
service management processes also meant
customers might use this system. I dont
and Avensus solution groups. We introduced
that Altras facility management and contract
expect any limitations, says Van Langelaar.
our plans during several sessions, discussed
management processes needed to be included
Especially considering how weve currently
the expectations on both ends and made an
in TOPdesk. These are usually processes
set up TOPdesk. Ive discussed this case with
overview of how people were used to working
for which an IT supplier is not responsible,
a number of our outsourcing customers, and
in the old application. We also looked at which
says Pallencae. But if you want to work
they responded enthusiastically. And I hope to
data needed to be transferred to the new
in one tool with your customer, you have to
add many customers to this list in the future.
application. This was also a good time to clean
be supportive of including other processes
Being able to work this transparently offers
up our data.
than your own core processes. We created an
nothing but benefits for both parties.
and what does Altra need? And especially:
Based on the key users input, a proposal
overview of Altras processes, which we set up
was made for setting up the tool. Altra
in TOPdesk. Including these processes has its
was able to use our set-up for the most
advantages, according to Van Langelaar. Im
part, but we also had to keep in mind that
getting to know my customer even better. As
everyone has different requirements, says
an IT supplier, Im usually not faced with the
Langelaar. We made agreements about the
things they deal with on a daily basis. But now
discrepancies. For instance, Avensus, as an IT
I have a better understanding of how they
service provider, guarantees specific solution
work, which lets us act accordingly.
Avensus TOPdesk application is set up in

collaboration with Altra foundation, but
CUSTOMER IN FOCUS
WORKING TRANSPARENTLY
OFFERS NOTHING BUT BENEFITS
FOR BOTH PARTIES
Patrick van Langelaar
Servicemanager, Avensus
INTEGRATION SPAGHETTI
MADE EASY AS PIE
The service landscape is becoming more complex. Supporting departments use an
endless number of applications and with so many links, mistakes are easily made.
A comprehensive vision of clear, future-proof services is essential.
AUTHOR: STEFANIE KLAASSEN | BASED ON AN INTERVIEW WITH RAMON VAN LEEUWEN, COMMERCIAL DIRECTOR AT TOPDESK
A vast service landscape
Applications are integrated to allow the supporting departments to
Supporting departments in larger organizations operate in a complex
continue serving customers, resulting in integration spaghetti: many
service landscape every day. Generally speaking, this service landscape
complex links with many points of failure. And in practice, a lot goes
comprises three parties, working in a chain: the internal or external
wrong and the customer notices.
customer on one side; the supporting organization, or the back office;

and on the other end of the chain the internal and external suppliers.
The solution is simply working together
Together the suppliers and supporting departments provide services
Processes run through different departments; from the customer to
for customers.
the Self Service Desk and back again. Integrations with linked suppliers
In this landscape there are several supporting departments,
on one side and the customer at the other should be optimal from
including IT, Facilities, HR, Finance and Marketing. They support the
beginning to end. The service chain in the service landscape is only as
same customer and aim for the same customer satisfaction. Some
strong as its weakest link: if one part of the chain does not work,
processes transcend departments, so there is a certain degree of
then the entire chain is not optimized. And the negative effect impacts
collaboration. Nevertheless, supporting departments often have their
the customer. In this story we see that the customer is not put first,
own process levels, work instructions, agreements and software:
and that a fragmented service landscape is still a reality for
the IT department uses incident management, Facilities uses call
many organizations.
management and HR uses its own ticketing system. Different

questions but from the same customer.
or individual islands?
Extensive collaboration offers the solution. Happy customers are

the ultimate goal of every supporting department. Happy colleagues
are the best way to make this a reality. Colleagues who work more
happily and efficiently provide better service. The service of tomorrow
The customer has to deal with several parties, with each processing
rests on three pillars: Standard & Simple, Shared Service Management
requests in its own way. However, even though questions are different,
and Service Integration and Management. This means simplifying
at the end of the day the IT customer is the same as the Facilities or HR
the service landscape, seeing the customer as a single customer,
customer. This is also true for suppliers: they often have only their own
one integrated service department for supporting departments, and
integration with one of the back office departments. Processes relating
optimal service integration at the back end.
to management, process management, contract management, supplier

management and links are often taken care of in different ways on
Three pillars, one solution
different levels.
The three pillars streamline the entire service landscape. The Shared
It is these differences that have customers facing the limits of
Service Management perspective helps you provide the best possible
the service landscape. And a fragmented landscape at that: each
support for customers by having departments collaborate and
department working on their own individual island results in an
eliminate the fragmented service landscapes bottlenecks. Keeping
abundance of application links. This makes the service landscape more
the service landscape standard and simple results in high customer
complex and good, comprehensive services more difficult to achieve.
satisfaction levels, as well as happier employees who can do their job
more easily. Having a single point of integration for all suppliers instead
Utopia?
of expensive, laborious integrations makes it easier for suppliers to
We believe that shared services are the foundation of success, letting
align with and serve their customers.
more satisfied employees do their job and make their customers
Even though there are three separate pillars, they are an inextricable
happier. This is a drawn-out process. It requires a lot of time, but it
whole. Often only a part of the landscape is integrated. After all, what
yields great results. And you can take it a step further: you can support
does your supplier have to do with mine? Not being able to see the
all core business functionalities with one application. A single portal
bigger picture, or a lack of capacity, negatively affects the customer.
for the entire organization. Not just for IT, but also as an intranet access
Organizations look at the shared set-up for incident management, but
portal for all underlying information sources. This is what TOPdesk
not whether the customer at the end of the chain really benefits. And
strives for every day.
if organizations are developing largely shared services, there are still

weak links.
The weakest link
Integrating the three pillars is necessary in order to continue
We discern three types of service organization:
developing. As consumers we are already used to current trends at the
1. The starting service organization: one integrated part.
front of the chain, such as self-service, service catalogues and portal
The customer has several access points for different service
customization. However, supporting departments are often behind
departments, and sometimes one of the portals is part of one
the times. These trends require complete coordination of the chain.
of the service tools. Each service department has its own tool;
A single portal at the front end is still a mess of integrations behind
each tool has its own integrations.
the scenes. And if each application has its own self-service portal,
2. Advanced service organizations. In practice, people depend on
organizations with a hundred core business applications cannot see
a primary service tool, usually in the front office. For example:
the wood for the trees.
calls go to the first line of the IT service tool, and incoming
Good collaboration starts with the service growth model. This model
Facilities or HR calls are passed via a link. There is a single
illustrates the problems the service landscape faces and provides four
point of contact for customers, usually the front office portal,
steps to achieve completely shared services. Improve incrementally,
and an integration between the front and back
starting with the weakest link. Dont optimize in the margins, but
offices. Behind the scenes, departments continue to
improve the entire chain by tackling weak links further down. The
work independently.
customer experience depends on the weakest link, so that is the
3. Complete Shared Service Management: a tool for the front
main focus of the improvement process. Step by step, each service
and back offices, a tool for all back office
department grows towards a simplified service landscape and higher
service departments, a single point of contact for customers,
service quality.
an integration point for all suppliers and third parties.

Standard and simple collaboration.
Jeffrey Verstegen
is a technical consultant at TOPdesk. As a technical specialist, he focuses on
links between TOPdesk and other software applications, adjusted imports and
customized web forms to support organizational processes.
NO MORE UNNECESSARY
WORK WITH THE RESERVATIONS
MANAGEMENT OUTLOOK
CALENDAR LINK
Do you often create a reservation in both TOPdesk and Outlook? This is a thing of the past
thanks to the Reservations Management Outlook calendar link. In this article you can
learn all about our newest solution.
From TOPdesk to Outlook and back
Two-way traffic in one go
When you create a reservation in TOPdesk, you probably switch
The Reservations Management Outlook calendar link puts an end
between TOPdesk and Outlook. Imagine that you want to schedule
to unnecessary work. The link ensures that changes in TOPdesk
a meeting. You open the Reservations planner in TOPdesk and in the
Reservations management are synchronized with your Outlook
first step, choosing a location or room, you already need to switch
calendar. When you create a reservation in TOPdesk, the link creates a
to Outlook. You reserve the room in Outlook and switch back to the
reservation in Outlook straight away. The correct location is reserved
Reservations planner to select the same location or room. When this is
and the participants selected in TOPdesk automatically receive an
done, you can enter further resrvation details.
Outlook invitation. The appointment details in the invitation are
When selecting the participants, you need to open Outlook again
automatically completed with information from TOPdesk, including
to reserve time their calendars. After creating the appointment in
a link to the TOPdesk reservation. If block times are indicated, these
Outlook, you return to the TOPdesk Reservations planner to select the
appear in Outlook as a separate appointment before or after the actual
same persons. You probably want to add some services, like setting up
appointment at the reserved location.
the projector or providing coffee and tea. Some time after creating the
reservation you find out there are more participants and your current
location no longer suffices. You go through the same steps and make
your changes in both applications. A time-consuming and not always
user-friendly process that is prone to errors.
Curious about this solution?

Watch the video on www.topdesk.com/outlook.
TOPDESK MAGAZINE - SEPTEMBER 2015 13
Many customers are used to making reservations in Outlook in
A link between both locations and rooms as well as persons (attendees)
their current workflow. Even for these customers the Reservations
is created using email addresses. This means that these addresses
Management Outlook calendar link can be a solution. Reservations
should correspond in both applications. The TOPdesk source data are
created in Outlook can be automatically transferred to TOPdesk, so
usually taken from the Active Directory and therefore most of the
you can also find all your reservations in your TOPdesk environment.
email addresses will be the same. Because of the link, the email address
If desired, you can also add services or make other adjustments to the
registered with the AD account is equal to the Exchange email address.
reservation in TOPdesk later. The moment you change something in

your reservation in either Outlook or TOPdesk the change is also
Implementation
applied in the other application.
The Reservations Management Outlook calendar link is activated and
An invisible solution
implemented in TOPdesk. If needed, a TOPdesk consultant will support

you during the implementation of this customer solution. You will first
Thanks to the Reservations Management Outlook calendar link you no
discuss standard options, and the pros and cons of the solution. The
longer have to keep two reservations up to date. The solution not only
implementation will only start when the pros outweigh the cons.
saves time, it is easy in use and therefore very user-friendly for your
The implementation of this link comprises a number of steps:
employees. Furthermore, this way of working is less prone to errors:
First, the link needs to be made available in the TOPdesk
you no longer run the risk of inconsistencies creeping into reservations
environment. You then need to enter the settings for the connection
in one of the two applications.
with the Exchange server. You also need to define a number of user
The use of the link does not require any getting used to; the interface
settings, possibly with a consultant. Your Exchange manager may need
for both applications remains unchanged. Because a reservation can
to change some settings on the Exchange server. The link requires
be created from both applications, there is no need for your users
Exchange Web Services 2010 SP3 or 2013.
to become familiar with a new application or workflow. The way
As soon as the connection with the Exchange server is established,
or working can stay the same, keeping the adaption costs of the
a one-off synchronization will start between TOPdesk and Exchange.
Reservations Management Outlook Calendar link low.
During this synchronization, all mailboxes from your Exchange server
Exchange with Exchange

The examples mentioned above only mention Outlook, but the
Reservations Management Outlook calendar link works for more
will be read out and matched with TOPdesk. All appointments are
synchronized in both applications. The implementation is expected to
take a couple of days.
programs. The link lets TOPdesk communicate with your Exchange
Want to know more?
server, meaning the link works for any email client that supports
Do you want to know more about the Reservations Management
Exchange. No special plug-in for your email client is required in order
Outlook calendar link after reading this article? Please contact us
for this accessible link to work.
via +44 (0)20 7803 4200 or info@topdesk.com. Or ask your account

manager about the possibilities.
Meetings and rooms automatically appear in Outlook

as a reservation in TOPdesk.
Invited participants are kept up to date on TOPdesk

reservations via Outlook.
14
TOPDESK MAGAZINE - SEPTEMBER 2015
ADVERTORIAL
Elisette Daams and Debora Nienhuis

are both TOPdesk consultants and help customers set up,
improve and optimize their processes.
PARTNERSHIP WITH YOUR

SUPPLIERS
More and more service organizations are switching to a more
management-focused role. This makes it increasingly important
to get collaboration with suppliers on the right track with clear
agreements and dialogue about progress. What is the best way to
go about this?
Good supplier management
can translate the results into a service
Good supplier management perpetually
catalogue and create a list of requirements.
Targeted instructions for

suppliers
safeguards the quality, stability and continuity
This makes it easy to select the right supplier
The Purchasing Portfolio Model, a matrix
of services while also lowering costs. Good
for the services you must outsource. The
designed by Peter Kraljic, can help you create
supplier management is also challenging,
customer satisfaction survey can also lead
a map of your suppliers (image 1). The matrix
because not all suppliers are equal. Some
to adjustments in the service catalogue
lets you classify the various products and
visit sporadically, while you collaborate so
if the service as it is currently delivered
services and analyse the role of each supplier
closely with others that they seem more
does not meet the customers needs and
within the organization. Classifying suppliers
like a colleague than a stranger on location.
expectations. It is also important to look into
grants insight into the way you can best work
Mapping these differences between suppliers
whether agreements made in contracts are
with your suppliers and how you can give
gives you a clear picture of how you deal with
honoured. You can do this with reports and
them targeted instructions. Eventually this
each one.
regular meetings with your supplier. A good
leads to better and more professional services
partnership with your supplier helps the both
for your customer.
If you want to practice good supplier

management, it is important to first of
of you take (small) steps towards proactive
all have clear insight into your end users
improvement. Moreover, awareness of the
A first step towards more targeted supplier
needs and expectations and therefore
suppliers role and choosing the right supplier
management is determining which types
the desired services. These can be mapped
for a certain type of product or service are an
of products and services you offer your end
using a customer satisfaction survey. You
important aspect of supplier management.
users. Kraljic defines four categories: leverage
Which products and services do you offer?
Financial risk/interest
High
Low
Leverage items
Strategic items
Alternative suppliers available

Standard products
Hard to switch suppliers

Critical for cost price and supply
E.g.: office furniture, computers, company cars,

catering, cleaning
E.g.: certain software, training, network/data,

cleaning
Non-critical items
Bottleneck items
E.g.: printing, office supplies, cleaning

products, glass cleaning
E.g.: mail delivery, software
Large supply
Large product diversity
Act more expensive than value
Low
Monopoly market
High entrance barrier
Supply risk
High
Kraljics purchasing portfolio helps classify products

and services
items, strategic items, non-critical items and
With this type it is important to safeguard
Bottleneck items are often low value but can
bottleneck items. Some products and services
the quality of the products and services. This
only be delivered by a very small number of
have a profound effect on your organizations
is best done by entering into a partnership
suppliers, or even just one. This makes for a
financial results, others less. And for some
with your supplier and creating mutual trust.
high delivery risk. Think of mail delivery, or
products and services it really matters when
This encourages the exchange of information
certain software. This can cause relatively high
and to whom theyre supplied. The financial
and the mutual willingness to help. Increasing
prices, long delivery times and poor service.
and supply risk are indicated on the horizontal
the suppliers involvement in both the
With bottleneck items the main concerns
and vertical axes in image 1.
tender phase and the implementation phase
are reliable suppliers and timely delivery
is advisable. It is also important to use
of products and services. The price is less
suppliers and are relatively expensive. They
functional specifications to clarify the exact
important. With this type of product and
are standard products, such as office furniture
wishes, requirements and expectations for
service it is important that you look for
and hardware. The market has plenty of
both parties.
alternatives so that you minimize your
Leverage items can be delivered by various
dependence on such unique suppliers. You
suppliers for this type of product and service,

making the supply risk low.
Every product and service category requires
Non-critical items are often low-value and you
could do this by making specifications for a
have access to several alternatives. Most costs
certain product or service more lenient.
a different approach. With leverage items
stem from the products order and supply
you are often in control thanks to the strong
process, instead of the actual item itself.
Classifying your suppliers
competition between the various suppliers.
Delivery efficiency is very important.
The categorization of products or services
Good service can help a supplier stand out,
With non-critical products it is advisable to
can differ from organization to organization.
but the price can always be a good reason
lower the number of suppliers per product
When it comes to cleaning, hospitals
to switch.
group to simplify the ordering process. You
do not have the same requirements as
can do this by offering the option to order
office buildings. This means that the two
Strategic items are mostly customer-specific,
online, and reduce the number of invoices
organization types will classify the supplier
are often relatively high-value and are only
by making agreements about a monthly
for cleaning services differently. Legislation,
delivered by a select number of suppliers. As
payment using a cumulative invoice. It is
such as inspections and tender obligations,
a result, changing suppliers often has a bigger
also good to buy in bulk, as this benefits the
can affect the classification. So it is of utmost
impact. Think for instance of software, but
price and delivery. With so much competition
importance to understand your organizations
also access or network management and
between suppliers for this type, you can really
position and your end users wishes and
data services.
reap the benefits.
expectations before you can place the
and complaints, the customer satisfaction, the
products and services and therefore the
level of supplier involvement and the quality
suppliers within the matrix.
of the delivered services and products. Do
This classification gives you an idea of
not just focus on the negative during periodic
the time and energy you should invest in
evaluations: make sure to pass on compliments
the relationship with the supplier and the
too. This motivates all parties involved.
monitoring of agreements and performance.

The method, frequency and depth of the
A partnership
supplier assessment is entirely up to you and
In order to practice good supplier management
depends on the type of activity and the type
it is important to know your suppliers well. It
of supplier. When dealing with non-critical
is this knowledge that you use to determine
items it is not unusual to measure against
how to deal with this supplier, and how much
standard matters such as the number, the
energy to invest in the partnership. This lets
price and the invoice quality. However, with
your suppliers make more targeted adjustments
strategic items it is advisable to also judge
if necessary, contributing to a better and more
the supplier on the number of malfunctions
professional service for your customers.
A DV E RTO R I A L
TEST TOPDESK CHANGES IN TESTERSUITE

CHANGE
TESTED
TESTERSUITE
TESTMANAGEMENT MADE EASY
Reduce risks when applying IT changes

Save time by re-using test cases
Easily disclose test results for audits on the change process
For more information, see www.testersuite.com/topdesk
Renske van der Heide

Renske van der Heide is a product manager for
TOPdesk and a team leader at the start-up Worcade.
SUPPLIER MANAGEMENT
NEEDS TO STOP PASSING
THE BUCK
How often do you have to call a supplier to find out whether they know about your
problem and when they will send someone over? You are responsible for supplier
management, but often have no idea what is going on with the malfunctions you have
reported. Your message is passed on, and then it remains to be seen when, or even if, you
receive an answer.
The right way to collaborate?
Too little, too much
previous conversations. Other information
In recent years we have seen a lot of progress
Your relationship with suppliers is professional
on the Call card is actually relevant to your
in the collaboration between supporting
and sharing a system feels rather intimate.
supplier: he needs to know the machines
departments and their suppliers. The bigger
After all, it is your working environment, set
model number so he can bring the right tools,
suppliers in particular have their house in
up to support how you work. Why should your
for example. Unfortunately, you cannot decide
order. Nevertheless, the attempts to increase
supplier see how your internal processes are
which information to share and which to keep
transparency in collaborations are not
designed, and why should you have to take
to yourself. You share the entire Call card or
working out as well as they could. Take the
your suppliers working methods into account
nothing at all.
suggestion to work together with smaller
in your own system?
suppliers in a single tool, for instance. This is
Whats more, you are sharing more
Only information that matters
a fantastic idea in theory: all information in
information than you want. You can screen
Transparency has become facilities
one place and insight into current contracts
off data but you do not have complete control
managements showpiece over the past few
and scheduled tasks. Yet many facilities
over which information your suppliers can see.
years. It seems that people have lost track
managers are less than enthusiastic about the
For instance, it could be useful to put a Call
of what really matters. Collaborating with
suggestion to grant suppliers access to their
card through to a supplier in its entirety, but
suppliers should not be a matter of choosing
service management systems environment.
this means they can also see caller details and
all or nothing. We do not want to overwhelm
!
our suppliers with information that is not
even useful to them. We only want to share
information that matters, without having to
What does collaboration through Worcade look like?
Something goes wrong: The caller registers a call in TOPdesk:

My coffee tastes a bit like chocolate.
The supplier receives the right information: In the call in

TOPdesk you determine which information you want to
include in the message to your supplier (such as the coffee
machines make and serial number). Your message in
TOPdesk is then automatically left for your supplier
in Worcade.
Immediate feedback: Your supplier immediately receives an

email with a link to your message in Worcade. When your
supplier opens this link, you can see in TOPdesk that he has
read your message. And if you do not receive a response, you
can send a reminder.
Chatting with your supplier: Your message to the supplier

starts a type of chat session: you can send messages back
and forth, with both parties being able to see whether their
message is read (and by whom). The supplier sends and
receives messages through Worcade, and the conversation is
linked to your call in TOPdesk.
Closed: You make an agreement through Worcade about

when the supplier will visit. The mechanic knows exactly
which tools to bring because important information from
the call was shared. The supplier lets you know through
Worcade when the coffee is good to drink again.
Problem solved!
duplicate work in our own systems.

Something we have seen in the consumer
market for some time is about to happen
to business as well: everything is becoming
easier, smarter and more immediate. Ordering
a dining chair? Use online messaging to close
the deal with a one-man business. Taking a
day off to wait for the chair to be delivered?
Not necessary, because you have an email
with track & trace data. Waiting for a call
about the status? Smart technologies mean
you receive updates via the channel of your
choice (email, text messages etc.). It is time
for these developments to reach the
business market.
Worcade, the new way to

collaborate
We believe that theres room for improvement
in the collaboration between suppliers and
Facilities departments. This is why we are
currently working with a number of TOPdesk
Worcade is an online platform that makes
Enthusiastic about
Worcade?
collaboration with suppliers opener, smarter
Worcade is currently being tested by a
and more immediate. Worcade
select group of TOPdesk customers and
makes it easier for organizations to
is unfortunately not yet available. Want
collaborate with suppliers without a mess of
to know when you can try Worcade
system links, while each still maintains their
for yourself? Send an email to hello@
own working methods.
worcade.com and we will keep you
customers to create a new system: Worcade.
updated on future developments.
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.
Timesheet
Leave &
Absence
Calendar
Trip
registration
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, CEO of TOPdesk
GETTING USED TO
NEW IDEAS
In 2003, iTunes was introduced. Looking back, this was a revolution
in the music industry. In the past we were used to buying music
in stores. That is where you could get the LP or CD that you were
looking for. iTunes made it very easy to purchase digital music with
the push of a button. You were able to do this before, but it was
either illegal or impractical. The most important thing that iTunes
did, is make it easier to legally download music.
I had to get used to the idea that I was paying for something and
in return received a series of ones and zeroes instead of physical
objects (a CD with a cover). I got used to it quite quickly though.
And with me many others, because many music stores have
disappeared over the years.
Now, twelve years later, Apple Music has been introduced. This
change is at least as big as the introduction of iTunes. Instead of
buying a number of songs or an entire album, you can rent almost
every possible song for a fixed amount per month. An idea that
took just as much getting used to for me. Is it new? Most certainly
not. Competitor Spotify has already booked a lot of success with
this model in Europe. However, the music subscription model is
even older. In 2009, Microsoft introduced the Zune Music Pass
with exactly the same idea. This was obviously too early, it never
caught on.
The shift from the old-fashioned licensing model to the new
subscription model is becoming more noticeable in the business
organizations are happy with the predictability and staggered
software market. Many of the larger organizations now have a
payments. In jargon: only OPEX, no CAPEX.
Software Assurance contract with Microsoft. They pay a yearly fee
Recently, we have seen a clear preference for SaaS or a
for the use of Windows and Office, regardless of the version they
subscription develop among medium-sized organizations as well.
use. TOPdesk has been offering a SaaS solution (in the cloud) and
This can really take off. In Brazil and the US, hardly any customers
a subscription model (where the software runs on the customers
request an old-fashioned licence anymore.
servers) for a couple of years now.

At first, mainly small or very large organizations preferred
Back in the day I often had doubts before buying a CD. Is it really
a good album? If its disappointing, I will have spent my money
SaaS or a subscription. The smaller organizations like that they
already. That is the advantage of a subscription: listening to music
do not need to make a large initial investment before they can
has become much easier. You are always up to date and can listen
start using our tool. It is easier to experiment and there is more
to the latest songs. My children will probably barely understand
flexibility, depending on the organizations development. The large
that you used to be able to buy music (or software) in stores.
Andr Kevenaar
is a consultant at TOPdesk and focuses on linking TOPdesk
to the processes of Contracts and Procurement departments
during shared service management implementations.
Max Veenhof
is a consultant at TOPdesk and specializes in chain
integration for Facilities, IT, HR and Procurement departments.
SIGN AND READY?

ACTIVE CONTRACT MANAGEMENT
Two signatures and a handshake. You can quickly make a contract with
a new supplier and file away the agreement. And then? In this article we
will show you how to maintain an overview of your contracts.
Outsourcing with a reason
contract are often kept by contract managers,
evaluation and all related activities. In the
When you choose to outsource a current
either digitally or in a paper archive. Whereas
Change Management module the activities
product or service to an external supplier, you
the service level managers want only the
can be individually planned per phase for each
want to maintain at least the same quality
most important appointments from current
contract, assuming a set of standard activities
you are used to, or improve it. Even if this is
contracts to be available, like supply levels and
have been recorded in a template.
a product or service you had not recorded
corresponding lead times. They can use these
in your service catalogue. When several of
agreements for communication with the end
1. Initiation phase
your organizations products or services are
customer and for managing suppliers.
The activities in the initiation phase can
provided by an external party it is certainly
When a contract needs to be renewed, there
be placed in the request phase of a change
a lot of work to check whether the delivered
is often a shared need for information from
in TOPdesk. The initiation phase is usually
quality adheres to your agreements. An
the service level manager and the contract
started as a result of a contract that is about
overview of all current contracts within the
manager. Here there is an advantage for both
to expire, but can also be started when the
organization and the corresponding details
parties if they can both see why the supplier
organization needs an improved or new
can already be a step forward, but active
was selected during the tender procedure and
service. This could be based on results of a
contract management goes beyond that.
what was included in the list of requirements.
customer satisfaction survey, for instance.
Who does what?
list of requirements and lay this down in a
Contract manager, SLA manager, supplier
Contract information always at

hand in TOPdesk
manager and purchaser: all these people
In the Contract Management and SLM module
record the internal communication for
can be involved in a tender procedure. In our
you can register contract details like the
supplier selection in a following activity. When
experience, every organization interprets
end date and the final termination date of a
it is known which suppliers will be asked for
these functions differently and everybody
contract. Besides registering these details, it
a quote, the list of requirements can be sent
has their own wishes concerning contract
is also possible to include the three phases
from TOPdesk with the activity reference
management. Documents that belong to a
of a contract in TOPdesk, from initiation to
number as the subject. Received quotes can
In this phase the stakeholders compile a

TOPdesk change activity. You can subsequently
then be easily found in a central place in
3. Evaluation phase
phase and quickly start a new execution
TOPdesk. Once it is decided which supplier will
The activities in the evaluation phase can
phase. When it is necessary to plan a new
receive the contract, the next phase can be
be placed in TOPdesk in the change phase of
initiation phase with activities, you only need
started when delivery commences.
the same name. You can start the evaluation
to choose a new template. This way, TOPdesk
phase when you receive a notification from
shows you the way through the active
2. Execution phase
the Contract Management and SLM module
contract management process.
The activities in the execution phase
that the termination date of a contract is
can be placed in the progress phase of a
coming up. In this phase it is advisable to
change in TOPdesk. During the duration
come to a final conclusion on the suppliers
of the contract it is important to measure
delivered services based on the interim
how your organization experiences the
evaluations. You can now determine the
Tips for active contract

management
suppliers services. You can do this by creating
costs of the delivered services and whether
Create monthly reports per supplier
performance reports of incoming calls about
they correspond with the estimated costs.
for internal use.
the delivered services at fixed times. You can
It is also important to evaluate the contract
Schedule an interim evaluation each
also proactively send a customer satisfaction
management process in this phase. Does
quarter with your supplier
survey to your employees to ask about their
compiling of the list of requirements really
plan activities as a reminder.
experiences with the delivered products or
take that much time? Were the right people
Communicate with the customer
services. The results can be discussed with
involved with the supplier selection? Were all
about the agreements with
your supplier during the planned interim
interim evaluations performed correctly?
the supplier.
evaluations, so the delivery of products and
Determine the selection criteria
services can be adjusted within the duration
Full circle
of the contract.
If you choose to extend the contract with your
be consulted during a new supplier
current supplier, you can skip the initiation
selection.
in the initiation phase so they can
Patrick Mackaaij
is an information distribution coordinator. He is specialized in
technical issues and optimizing processes.
PRAGMATIC SUPPLIER MANAGEMENT

Services or products purchased from suppliers directly affect your services,
and therefore your customer satisfaction. By managing supplier relations,
you can guarantee quality. In this article you can read how TOPdesk can
help you achieve this.
Supplier card
Asset Management
On the Supplier card you can register the suppliers contact details and
You do not always purchase your company assets from the same
contact persons. When you enter the supplier on a different card, like
supplier. Perhaps you normally get your printers straight from the
the Object card, TOPdesk uses the information from the Supplier card.
manufacturer, but incidentally purchase one from a retailer. If one of
This means that you can send an email to the objects supplier via a
these printers breaks down after a couple of years, you would like to
call, for example.
know which supplier you need to contact for repairs. That is why it is
Contract Management and SLM
smart to register the supplier on the Object card right away.
The Contract Management and SLM module lets you create an
Operations Management
overview of (maintenance) contracts with your suppliers. You can
In the best-case scenario, the collaboration with the supplier is in
summarize signed contracts in a few lines, indicate the end date and
accordance with the agreements laid down in the contract. In practice,
provide the possible conditions of a period of notice, for example. This
once in a while you probably need to check whether your supplier
way, you have the contracts essentials at hand.
carries out the agreed upon activities to your satisfaction. You can use
If you set up a reminder date, TOPdesk can notify you well before the
the Operations Management module for this.
end date to either renew or end the contract. Your TOPdesk application
Suppliers usually perform maintenance in accordance with the
manager needs to do a one-off set-up of this underlying trigger in the
agreements and without notice. Some suppliers leave a work order,
Event Management module.
but this can end up with a colleague. You want to be able to check
Not all calls are equally important. Suppliers with whom you have a
whether certain activities have been performed, like a yearly check
good relationship know which calls matter. In practice it is usually not
of the alarm systems. You can use the Activity card as a prompt: you
necessary to check on your suppliers, which saves registration time! If
receive a reminder to periodically check whether the maintenance was
this is not the case in your situation, you can register the agreed SLAs
performed. The Activity card can also be used to record the outlines
with durations in TOPdesk. By assigning sub calls to your suppliers you
of the activities. When a colleague asks if the windows need to be
can see if a call was processed within the agreed resolution time.
cleaned, you can check the Activity card to see when the window
WORKING SMARTER
cleaner is scheduled to visit, for example. This way, you can provide an
Standard solutions in Call Management can also help to improve
indication: The window cleaner comes once every three months, so I
the collaboration with your suppliers. First, indicate in the standard
expect him to come in two weeks time.
solutions what information is required from the caller. This ensures
In these examples Operations Management has been used to
that your supplier has all the information they need. Whats more,
maintain an overview. It is possible to register all planned activities
standard solution categories let you easily see which suppliers you
(including start and end time), but that is often too much of a good
can contact for this type of call. Lastly, you can also record additional
thing. Your suppliers often work with their own checklists, for
information for the caller in the standard solution, such as an
example a list with all things that need to be cleaned in your
indication of the duration.
companys canteen.
Call Management
In addition to regular maintenance, disruptions can occur for which
The topic of recurring calls can be discussed with your supplier.

The Operations Management module lets you could track whether
structural problems have been resolved.
you need to give an order to a supplier. By linking the supplier to
Worcade
the call about the disruption, you can send the call from TOPdesk to
In this edition of TOPdesk Magazine you can also read about the
the supplier via email. To do this, your TOPdesk application manager
supplier portal Worcade, which is currently in its pilot phase. For each
can perform a one-off set-up of a clear standardized work order in
call in TOPdesk you can choose a specific supplier contact to whom
the Event Management module. If you use the TOPdesk Mail Import,
you send the order. You can then indicate the information you want
the suppliers answer is immediately added to the TOPdesk call. This
to attach, like your location, the request, action(s) already taken and a
ensures all information concerning this call is stored in a single location
short summary. Worcade can send the location and an image of the
and the caller can be kept up to date.
object so the supplier knows where to go and what tools to bring.
When the supplier comes to fix the disruption he will probably ask
The supplier receives an email with a link to the call that you have
if there are other activities that need to be performed. Because you
passed on. The link opens Worcade, where your supplier can see the
linked the supplier to the call, you can easily sort the TOPdesk to-do list
order and communicate with you. The communication takes place in
by supplier.
Editorial
Download this issue and more at
www.scribd.com/TOPdesk
real time and begins with a read receipt when the supplier opens the
The TOPdesk Magazine covers subjects that
link. Suppliers can work in Worcade without any further instructions.
are topical in the world of professional
The interface is intuitive and works on all devices.
service desks in IT, facilities and other
Even though the communication runs smoothly, there is always a
service providing organizations. TOPdesk
chance that the response will take a while. If the supplier does not
Magazine is intended for managers, service
respond, you can send a reminder with only the push of a button the
desk employees, facilities organizations and
next day. Worcade keeps you up to date via email about the suppliers
electronic city councils anyone who is
response. From TOPdesk you can see these responses and keep track of
involved with supporting clients on a daily
the status of your calls.
basis. This concerns both the processes and

the technology behind these services.
Want to try Worcade for yourself? Send an email to hello@worcade.net

and we will keep you updated on future developments.
TOPdesk Magazine is a TOPdesk publication,

+44 (0) 207 803 4200, editorial@topdesk.com
Editors-in-chief: Milou Snaterse, Nicola
van de Velde
Editors: Nienke Deuss, Stefanie Klaassen,
Milou Snaterse, Luke van Velthoven
Translators: Laura van Rosenberg, Leah Clarke
and Nicola van de Velde
Contributors: Elisette Daams, Renske van
der Heide, Fiona IJkema, Andr Kevenaar,
Ramon van Leeuwen, Patrick Mackaaij, Debora
Nienhuis, Wolter Smit, Max Veenhof,
Jeffrey Verstegen
Layout: Denise van Rijst
Photography: Menno van der Bijl, Aad
Hoogendoorn
Copy editor: Nicola van de Velde
A print run of 10,000
Quarterly magazine
Languages: Dutch, English
Copyright 2015 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.
ENCOURAGE
YOUR COLLEAGUES
IN USING
SELFSERVICEDESK
Support and motivate your colleagues in the use of
SelfServiceDesk. Get the best out of this new software
and easily professionalize your IT service with the
promotional resources of Ontwerpbureau DDC.
Go to www.ontwerpbureauddc.nl/verandercommunicatie/ssd to
find out more about change management and the services of DDC.
Or call one of our communication consultants at +31 (0) 88 - 0120250.
We are glad to be of service.
I N F O R M ,
M O T I VAT E ,
A C T I VAT E .
W W W. O N T W E R P B U R E AU D D C . N L
tips + tricks
Pi symbol: a direct link to a card
Placing (new) licences
It is possible to create a direct link to a specific card. This
TOPdesk will send you a new set of licences when you for
URL can be used in a shortcut or sent in an email action, for
example purchased or started testing a new module. These
example. The URL can be found the quickest with the hidden
licences need to be placed and activated on the TOPdesk
pi symbol ().
server. If you have an on-premises version, you have to do this

yourself. If you use SaaS, TOPdesk will place the new licences
For example, you can find the link to a call as follows:
for you.
1. Open the specific call from a list of calls (an overview, To-do
or selection, for example).
You can place the licences as follows:
2. Click the call so it lights up (do not open the call).
1. Stop the TOPdesk service.
3. Navigate your mouse to the upper-right corner of the 0 of
2. Open the TOPdesk installation folder.
X selected bar, located at the bottom of the screen. When
3. Open the licence sub folder in the installation folder.
your list comprises multiple pages, the pi symbol is next to
4. Remove all the old licence files (you can place these in a
the word Next.

4. When the mouse pointer is in the correct spot, the pi
symbol () appears and the pointer will change to a hand.
5. The URL appears bottom-left on your screen.
6. Click the pi symbol with your right mouse button and
choose Copy link location.
sub folder named licence_old).

5. Place the new licence files.
6. Start the TOPdesk service.
7. Navigate via the TOPdesk server browser to http://
localhost/, you can add the port on which TOPdesk runs
(for example: http://localhost/81).
8. Click Administrator Console in the login screen and log in.
The copied URL is built as follows:
9. Click the Activate licences button.
http://YOURTOPDESKSERVER:PORTNUMBER/tas/secure/
10. Restart the TOPdesk service.
incident?unid=UNIQUE_ID
Note! It is important that all old licence files are removed
Where the UNIQUE_ID is a sequence of numbers.
from the licence folder and the complete new set of licences
If you to incorporate the URL in an email action, you need
is placed here (including the new module licence). It is not
toreplace the UNIQUE_ID by the [-UNID-] insertion field in
possible to combine licences with different issue dates. This
the Action Explorer. This insertion field ensures that the
would result in the Your licences are inconsistent error.
UNIQUE_ID of the concerned call card is sent with the email.
www.topdesk.com

TOPdesk Magazine September 2015

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September 2015, issue 3, volume 17

A job well done

care of functional design, user experience design, software

Read more on page 6

INTEGRATION SPAGHETTI MADE EASY

NO MORE UNNECESSARY WORK WITH

PARTNERSHIP WITH YOUR SUPPLIERS

SUPPLIER MANAGEMENT NEEDS TO STOP

SIGN AND READY?

Getting used to new ideas

24 PRAGMATIC SUPPLIER MANAGEMENT

4 TOPDESK MAGAZINE - SEPTEMBER 2015

follow us via these channels.

TOPdesk news and service

attending the ITBS in Warsaw,

Poland. This event serves

@TOPdesk @TOPdesk _UK

representatives from various

sectors and sharing solutions.

TOPdesk is official partner of

TOPdesk on Tour UK in full swing

TOPdesk available on Microsoft Azure

Come and visit TOPdesk at stand 1E17 in Hall 1.

Socitm Annual Conference

SDI Software Showcase

TOPdesk version 5.6 service pack 1 is now

available. This version primarily consists of

bug fixes. Do you currently use TOPdesk 5?

version of the release notes before you

ITSMf UK Conference and Exhibition

perform the update.

you can contact TOPdesk Support via

IT Business Solutions B2B fair

TOPdesk present at the Interactief FM Congres

600 Minutes Executive IT

Want to know more about this conference? Visit www.facilitynights.com/congres/nl.

6 TOPDESK MAGAZINE - SEPTEMBER 2015

8 TOPDESK MAGAZINE - SEPTEMBER 2015

HEALTHCARE INSTITUTIONS SHOULD FOCUS

work in one service management application.

times. But they are not the same as those of

Dont get carried away

Altra liked the idea and immediately said yes.

Altras functional management department.

After introducing a new tool, a lot of

Thats why we set up a priority matrix which

organizations want to review the processes.

lets Altra implement different lead times.

Van Langelaar calls this a common pitfall. I

Avensus and Altra were looking forward to

Altras functional managers can now log into

wouldnt recommend immediately optimizing

working together more closely. This decision

Avensus TOPdesk environment with single

processes. The new tool already takes enough

not only meant that both parties processes

sign-on. What I find particularly useful, says

getting used to. Thats why its important to

had to be aligned; they also had to be merged

Van Langelaar, is that I can be transparent

start small. We decided to copy the current

in one tool. They soon chose TOPdesk. Altra

towards my customer. My colleagues at Altra

processes, and see how each process would