Implementeren in een andere kleur - Een andere kijk op procesimplementaties - Themadag...
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Transcript of Implementeren in een andere kleur - Een andere kijk op procesimplementaties - Themadag...
TOPdesk – Service Management Simplified
Implementeren in een
andere kleurEen andere kijk op
procesimplementaties
TOPdesk – Service Management Simplified
Veranderkleuren
Geel:belangen, macht,standpunt, neuzenéén kant op,onderhandelen
TOPdesk – Service Management Simplified
Veranderkleuren
Blauw:plannen,
blauwdruk,meten, sturen,
eerstdenken dan doen
TOPdesk – Service Management Simplified
Veranderkleuren
Rood:mens centraal,ontwikkeling
talent,prikkelen, belonen
&straffen
TOPdesk – Service Management Simplified
Veranderkleuren
Groen:leren door tedoen, motiveren,feedback, lerende organisatie, stapjevoor stapje
TOPdesk – Service Management Simplified
Veranderkleuren
Wit:blokkadesverwijderen,vrijheid, dromen,initiatief,zelforganisatie
TOPdesk – Service Management Simplified
Anekdote
TOPdesk – Service Management Simplified
Anekdote
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Priority = Impact x Urgency
Critical Primary Service
Non Critical Primary Service
Supporting Service
Exception Prio 1 (1) Prio 1 (1) Prio 1 (1)
Production - Person Prio 3 (4) Prio 4 (5) Prio 5 (6)
Production - Department Prio 2 (3) Prio 3 (4) Prio 4 (5)
Production - Business Unit Prio 1 (2) Prio 2 (3) Prio 3 (4)
Testing - Person Prio 6 (8) Prio 7 (8) To be planned
Testing - Department Prio 6 (7) Prio 7 (8) To be planned
Testing - Business Unit Prio 5 (6) Prio 7 (8) To be planned
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk ingekleur
d
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk geschiedenis
• Eerste TOPdesk verkocht in 1993
TOPdesk – Service Management Simplified
TOPdesk cultuur
• Vlakke organisatiestructuur • Leergierigheid + durven doen • Positief kritisch• Werkplezier
TOPdesk – Service Management Simplified
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
“Dit is wel hééél anders.”
- Intermediair journaliste -
TOPdesk cultuur
TOPdesk – Service Management Simplified
“Ik ben opnieuw verliefd geworden.”
- Professor Universiteit Tilburg -
“Dit is wel hééél anders.”
- Intermediair journaliste -
“Jullie zijn echt dat leuke bedrijf gebleven.”
- Klant op het symposium -
TOPdesk cultuur
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Projecten ingekleur
d
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Priority = Impact x Urgency
Critical Primary Service
Non Critical Primary Service
Supporting Service
Exception Prio 1 (1) Prio 1 (1) Prio 1 (1)
Production - Person Prio 3 (4) Prio 4 (5) Prio 5 (6)
Production - Department Prio 2 (3) Prio 3 (4) Prio 4 (5)
Production - Business Unit Prio 1 (2) Prio 2 (3) Prio 3 (4)
Testing - Person Prio 6 (8) Prio 7 (8) To be planned
Testing - Department Prio 6 (7) Prio 7 (8) To be planned
Testing - Business Unit Prio 5 (6) Prio 7 (8) To be planned
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
Wat ging er mis?
TOPdesk – Service Management Simplified
Wat ging er mis?
“Te veel blauw!”
TOPdesk – Service Management Simplified
Wat werkt wel?
TOPdesk – Service Management Simplified
Wat werkt wel?
“Minder blauw!”
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
Service Ontwikkel Model
Niveau 1:
Aantal processen binnen de service organisatie
TOPdesk – Service Management Simplified
Service Ontwikkel Model
Variabele 1:
Aantal processen binnen de service organisatie
Variabele 2:
Volwassenheid van de processen binnen de service organisatie
TOPdesk – Service Management Simplified
Service Ontwikkel Model
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
TOPdesk – Service Management Simplified
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