Practical experience has shown that IT, FM, and HR departments do come together, but don’t really collaborate. Based on a practical growth model, this presentation demonstrates how you can combine and manage your service departments' work processes.
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Nothing
shared
Shared
tool
Shared
Service Desk
Shared
process
Cost efficiency
QualityofServiceSSM-Growth model
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Improving Quality of Service
Product
Process
People
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Nothing
shared
Cost efficiency
QualityofServiceStage 0: Nothing shared
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Stage 0: Nothing shared
Own product / tool
No collaboration
Focus on own department
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Challenge stage 0
Time and effort to manage information flows
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Nothing
shared
Shared
tool
Cost efficiency
QualityofServiceStage 1: Shared tool
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Stage 1: Shared tool
Share one tool
Common terminology and
implementation
First signs of collaboration
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Challenge stage 1
Sharing 1 tool means making compromises
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Nothing
shared
Shared
tool
Shared
Service Desk
Shared
process
Cost efficiency
QualityofServiceStage 3: Shared process
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Stage 3: Shared process
Departmental implementation
Common process
Collaboration
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Which stage are you?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Stage 0: nothing
shared
Stage 1: shared
tool
Stage 2: shared
service desk
Stage 3: shared
process
Survey results
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Survey results
0%
10%
20%
30%
40%
50%
60%
Stage 0: nothing
shared
Stage 1: shared
tool
Stage 2: shared
service desk
Stage 3: shared
process
Survey results
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Challenge stage 3
Different levels of process maturity per
department
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Recommendation: First things first
Starter
Department
move
Leaver
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Process Improvement
Define Realise Improve
Go Live
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Example
Roles
Tool and
work instructions
Process and
procedures
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Example
Roles
Tool and
work instructions
Process and
procedures
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ITIL
Mark, Planner
John, Customer
Roles
Tool and work
instructions
Process and
procedures
SD
Ian, ICT Josh, HRLaura, Facilities
CustomerDepartment
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ITIL
Mark, Planner
John, Customer
CustomerDepartment
SD
Process monitoring
Roles
Tool and
work instructions
Process and
procedures
Ian, ICT Josh, HRLaura, Facilities
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Periodic evaluation & improvement
· Quarterly
· Process owner + process managers
Process improvement
Process monitoring
Roles
Tool and
work instructions
Process and
procedures
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Customers expect...
• Easy
• Quick
• Low costs
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Nothing
shared
Shared
tool
Shared
service desk
Shared
process
Cost efficiency
QualityofService Shared
department?
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Benefits of Shared Service Management
Share knowledge; best practices
Pooled resources; one tool
multiple budgets?
Customer satisfaction; easy and quick