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Close to the motorway stands an office building with company Minis lined up in front of it. The illuminated lobby presents a welcoming feel and an austere design. The Ordina office breathes IT. Various types of workspaces offer flexibility and room for every occasion. There are hotspot desks for a short stay at the office, or to quickly check your emails, lounge areas for informal meetings or brainstorming sessions, focus booths for tasks that demand concentration and privacy, and meeting rooms of all shapes and sizes for teamwork. No one has a set workspace. This setup illustrates perfectly what is meant by Ordina gives you room: room for ideas, creativity and solutions.
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ORGANIZATION: Ordina Belgium NV WORKS WITH: TOPdesk Enterprise 4.2 FOR: Internal IT help desk and clients CALLERS: 2100
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22 PERCENT OF ALL CALLS ARE REGISTERED THROUGH THE SELF SERVICE DESK. THE NUMBER OF PHONE CALLS HAS DECLINED DRAMATICALLY
For every call, the operater can log how much time he or she has spent on it. This is automatically transferred through to our time registration system, explains Yves. The monthly SLA reports still require a quick check, while key performance indicators help the coordinators with the monitoring and follow up of the queues by their team members
Service Management and ITIL, choosing TOPdesk was logical. TOPdesk supports the best practices of ITIL, and because of this, we can set up our service management processes according to the recommendations of ITIL
Streamlined Implementation
In June 2007, TOPdesk was launched at Ordina. Together with a TOPdesk consultant, we assessed whether our processes are in keeping with the software, and vice versa. We set up our processes all over again, and at the same time configured the application together with TOPdesk. Between the sessions with the consultant, we did our homework and prepared for the next one. In this way we gained in-depth knowledge of the tool and we are now able to carry out the managment and configuration ourselves. When TOPdesk went live, the service desk and the operators certainly had to get used to it, but the advantages of using TOPdesk soon came to light, Yves explains. Copy-pasting is now a thing of the past thanks to the automatic mail import. Calls are now read out automatically through email and set up as incidents in the service desk queue. Operators follow a very straightforward process, and log the action taken. Subsequently, callers are kept informed via automatic emails and, most importantly, they can follow the calls themselves in the Self Service Desk.
WITH NEARLY 1000 CALLS PER MONTH, ITS CONVENIENT THAT SLAS ARE VIRTUALLY GENERATED AUTOMATICALLY FROM TOPDESK
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Ordina set up a connection between the reports in TOPdesk and the time registration system themselves. The operator logs the time he or she has spent on a call in TOPdesk, which is then passed through a background connection to the time registration system, and subsequently to the billing department, he explains.
coffee machine is reported to the facilities managment in TOPdesk. Our HR department also receives calls about staff details which need to be updated.
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