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.

1. MSP theme day
Chris Kuijper - Product
Manager
MSP development theme

2. MSP Love

3. Agenda
• Why are you here?
• TOPdesks MSP development theme
• MSP roadmap and what else in the product
• Collaborate with you!

4. Why you?

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. Giarte (Outsourcing Performance)

7. Medium
Big
Small
Managed Service Providers

8. It’s about customer relationships
Internal IT organization

9. Service A Service C Service DService B
Manage
Outsourcing of services

10. Service A Service C Service D
Coordinate
Service B Work executed here
Work monitered here
Outsourcing of services

11. Manage
Service B Work executed here
Work monitered here
Transition of the work

12. Result?

13. Leverage the effect

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. 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. Focus core business
HealthcareGovernment Business
operations
Education

17. Goal of the MSP theme
• Help you, help them
• Tackle those specific elements that are core to your
business activities

18. Succes factors MSP theme
• Contracts and Service Levels
• Flexibility / Multitenancy
• Data and Reporting
• MSP Operator workflow
• Customer Collaboration
Service Execute
Monitor

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. • 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. • 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. • 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. • 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. Questions?
Time for something more concrete!

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. Self Service

27. Self Service

28. Self Service

29. Self Service

30. APIs

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. Worcade in TOPdesk of the customer

33. Worcade to TOPdesk of the MSP

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. Multiple SSP lay-out

36. Multiple service windows per service

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. 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

40. What to share besides the product
• Public roadmap
• Theme days
• User voicing
• Marketplace

41. Public raodmap

42. Product feedback

43. Example of a popular module

44. TOPdesk uservoicing

45. TOPdesk uservoicing

46. Days like this

47. TOPdesk Marketplace
• Platform for:
• Partner solutions
• Shareable solutions
• Integrations connectors
• Meeting Demand & Supply

48. E.g. TOPdesk Extensions

49. Workshops
Customer centric:
• Measure customer satisfaction on the total service
lifecycle
• How to publish a service catalogue that works

50. More questions?