TOPdesk

Incident/ ticket management

• The rollout of self-service to the store and the continuous growth of its importance within the organization.

We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.

• One standard tool across the organisation instead of a wide variety of software tools and alternative solutions.
• One central repository for all our business units in Europe.
• Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone.
• Transparent view for the end-users on the status of their issues through the SelfServiceDesk.

Oracle Database, SAP BusinessObjects Business Intelligence

We use TOPdesk as a ITSM tool for Information services and Facilities.

Via our Selfserviceportals our users can create changes, incidents and reservations and link services to them. They can keep track of their open tickets and respond to questions send from a operator. The standard processes help with problemsolving.

• Less time spend on incidents
• Automation

We use TOPdesk for Incident, problem and change management for IT, Facility Management and Human Resource Management. Our scope is to become the One Stop Shop for every colleague of our organisation.

• More efficiency in the workload for our administrators
• More insight in the status of requests
• Real time up to date information of the status of items.

Atlassian Jira and Zendesk Suite

Atlassian Jira, Atlassian Confluence, BiZZdesign HoriZZon (Enterprise Studio)

For incident management, asset management, HR employee management and change management. This allows us to monitor which software and hardware problems occur within the organisation and how to resolve them in the most efficient way. We also learn from the troubleshooting process that we post on the knowledge system in the Self Service Portal. It also allows us to keep focus on our assets and the costs involved. We report by category and subcategory to see where we can improve our performance and also gain insights where we can automate processes.

• We had 20% more incident but resolved it in 40% less time
• The number of unassigned assts has dropped from 13% to 0%
• The penetration of users withing our organisation has reached almost 100% within our organisation.

Microsoft 365, WordPress, Adobe Illustrator CC