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MSP theme day
Chris Kuijper - Product
Manager
MSP development theme
MSP Love
Agenda
• Why are you here?
• TOPdesks MSP development theme
• MSP roadmap and what else in the product
• Collaborate with ...
Why you?
The outsourcing trend
• IT commoditizes
• Already more common in other fields of service
management
• Security, catering e...
Giarte (Outsourcing Performance)
Medium
Big
Small
Managed Service Providers
It’s about customer relationships
Internal IT organization
Service A Service C Service DService B
Manage
Outsourcing of services
Service A Service C Service D
Coordinate
Service B Work executed here
Work monitered here
Outsourcing of services
Manage
Service B Work executed here
Work monitered here
Transition of the work
Result?
Leverage the effect
Dynamics of a platform
• Stay connected over boundaries of companies
• Provide insight into value and performance of
servi...
Development themes
• This situation is one of the trends we see and
actively incorporated in our product strategy
• Work i...
Focus core business
HealthcareGovernment Business
operations
Education
Goal of the MSP theme
• Help you, help them
• Tackle those specific elements that are core to your
business activities
Succes factors MSP theme
• Contracts and Service Levels
• Flexibility / Multitenancy
• Data and Reporting
• MSP Operator w...
• Make Operations Management and Problem Management part of your
contracts
• Service level management, on hold for Change ...
• Not only re-use the service level but the whole service between contracts
• Portal might differ per customer/group
• Spl...
• API’s to get the data out of TOPdesk to avoid reporting on the DB directly
• Service chain accountability; being able to...
• Notifications/messaging within TOPdesk when changes occur
• Simpler todo’s , find your tasks for a specific customer
• D...
• Escalating work/tasks to other TOPdesks
• Shared conversations
• Worcade integration improvements
• Increase transparenc...
Questions?
Time for something more concrete!
Some recent ‘MSP’ additions
• Self Service Portal
• Shift left
• Services central
• Publish your catalogue, flows as their...
Self Service
Self Service
Self Service
Self Service
APIs
Worcade as collaboration platform
Your
TOPdesk
Tool
Supplier
Phone
Mail
XML-integration
Sometimes
Often
Part of the
team
S...
Worcade in TOPdesk of the customer
Worcade to TOPdesk of the MSP
Roadmap 2017
• Multiple look and feels in the SSP
• Next week on SAAS
• Multiple service windows used within a service
• S...
Multiple SSP lay-out
Multiple service windows per service
Service Chain Accountability
Answer questions:
“How long an incident has been at a certain status / operator is not clear,...
What else?
• In total 8 development themes, a few examples:
• End users first
• Mobility
• Asset management rebuild
• Flex...
What to share besides the product
• Public roadmap
• Theme days
• User voicing
• Marketplace
Public raodmap
Product feedback
Example of a popular module
TOPdesk uservoicing
TOPdesk uservoicing
Days like this
TOPdesk Marketplace
• Platform for:
• Partner solutions
• Shareable solutions
• Integrations connectors
• Meeting Demand &...
E.g. TOPdesk Extensions
Workshops
Customer centric:
• Measure customer satisfaction on the total service
lifecycle
• How to publish a service cata...
More questions?
MSP Development Theme
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MSP Development Theme

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Product manager Chris Kuijper presents our MSP development theme and corresponding roadmap. The goal for our MSP customers is that we help you and you help your customers.

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MSP Development Theme

  1. 1. MSP theme day Chris Kuijper - Product Manager MSP development theme
  2. 2. MSP Love
  3. 3. Agenda • Why are you here? • TOPdesks MSP development theme • MSP roadmap and what else in the product • Collaborate with you!
  4. 4. Why you?
  5. 5. The outsourcing trend • IT commoditizes • Already more common in other fields of service management • Security, catering e.g. • Within IT mostly the hardware (knowledge specific) services, but also the more common soft IT services • End User Management services
  6. 6. Giarte (Outsourcing Performance)
  7. 7. Medium Big Small Managed Service Providers
  8. 8. It’s about customer relationships Internal IT organization
  9. 9. Service A Service C Service DService B Manage Outsourcing of services
  10. 10. Service A Service C Service D Coordinate Service B Work executed here Work monitered here Outsourcing of services
  11. 11. Manage Service B Work executed here Work monitered here Transition of the work
  12. 12. Result?
  13. 13. Leverage the effect
  14. 14. Dynamics of a platform • Stay connected over boundaries of companies • Provide insight into value and performance of service providers • Use existing customers to recruit new customers
  15. 15. Development themes • This situation is one of the trends we see and actively incorporated in our product strategy • Work is done with so called ‘development themes’ • MSP love is one of the themes for product development • Specific theme for customer collaboration as well
  16. 16. Focus core business HealthcareGovernment Business operations Education
  17. 17. Goal of the MSP theme • Help you, help them • Tackle those specific elements that are core to your business activities
  18. 18. Succes factors MSP theme • Contracts and Service Levels • Flexibility / Multitenancy • Data and Reporting • MSP Operator workflow • Customer Collaboration Service Execute Monitor
  19. 19. • Make Operations Management and Problem Management part of your contracts • Service level management, on hold for Change Management • Several and different KPI’s per process, not only the duration of incidents • Experience level management Contracts and Service Levels Problem: Not being able to properly register and measure what you agreed upon with your customers
  20. 20. • Not only re-use the service level but the whole service between contracts • Portal might differ per customer/group • Split the new service flow in a operator and an end user aspect • Organizational structure improvements Multitenancy Problem: Not easy enough to deliver the same services for different customers
  21. 21. • API’s to get the data out of TOPdesk to avoid reporting on the DB directly • Service chain accountability; being able to analyze where things go wrong • ‘Response time’ • CSV- exports Data and reporting Problem: Not everything you expect is stored ‘properly’ in the database and not always easy to get out of TOPdesk Note: TOPdesk doesn’t need to do the reporting per sé
  22. 22. • Notifications/messaging within TOPdesk when changes occur • Simpler todo’s , find your tasks for a specific customer • Different statuses and status flows • Per service • Per customer MSP operator workflow Problem: Deal with differences between service delivery parameters between customers as the workforce working in TOPdesk
  23. 23. • Escalating work/tasks to other TOPdesks • Shared conversations • Worcade integration improvements • Increase transparency; what is happening “on the other side” Customer collaboration Problem: Collaboration of tasks outside of your tool/organization
  24. 24. Questions? Time for something more concrete!
  25. 25. Some recent ‘MSP’ additions • Self Service Portal • Shift left • Services central • Publish your catalogue, flows as their starting point • Opening up, become part of your ecosystem • (APIs, incidents, changes and user provisioning) • SSP reporting • Worcade integration
  26. 26. Self Service
  27. 27. Self Service
  28. 28. Self Service
  29. 29. Self Service
  30. 30. APIs
  31. 31. Worcade as collaboration platform Your TOPdesk Tool Supplier Phone Mail XML-integration Sometimes Often Part of the team Size of service provider Workingtogether
  32. 32. Worcade in TOPdesk of the customer
  33. 33. Worcade to TOPdesk of the MSP
  34. 34. Roadmap 2017 • Multiple look and feels in the SSP • Next week on SAAS • Multiple service windows used within a service • Service window per priority • Impact/Urgency – priority, can be edited when SLA is linked • Service chain accountability • Reporting on audit trail changes of basic fields; e.g. status, operator • Staged rollout – database with API, reports, integration with SLM
  35. 35. Multiple SSP lay-out
  36. 36. Multiple service windows per service
  37. 37. Service Chain Accountability Answer questions: “How long an incident has been at a certain status / operator is not clear, so I have no tools to improve my process!” “How long does it take before the service desk starts actually working on my problem and my customer know it is in good hands?” “The party earlier in the chain only gave it to us, just before the deadline, so we can never make it on time” “How long is being worked on a problem versus we waited for another party in the chain”
  38. 38. What else? • In total 8 development themes, a few examples: • End users first • Mobility • Asset management rebuild • Flexible asset card • Impact analysis • Eco system • Specific connectors with other applications. E.g. Jira, SharePoint • Display and work with external content within TOPdesk • API reporting layer
  39. 39. What to share besides the product • Public roadmap • Theme days • User voicing • Marketplace
  40. 40. Public raodmap
  41. 41. Product feedback
  42. 42. Example of a popular module
  43. 43. TOPdesk uservoicing
  44. 44. TOPdesk uservoicing
  45. 45. Days like this
  46. 46. TOPdesk Marketplace • Platform for: • Partner solutions • Shareable solutions • Integrations connectors • Meeting Demand & Supply
  47. 47. E.g. TOPdesk Extensions
  48. 48. Workshops Customer centric: • Measure customer satisfaction on the total service lifecycle • How to publish a service catalogue that works
  49. 49. More questions?

Product manager Chris Kuijper presents our MSP development theme and corresponding roadmap. The goal for our MSP customers is that we help you and you help your customers.

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