MSP Development Theme
Download as PPTX, PDF1 like790 views
The document outlines a presentation by Chris Kuijper on the MSP Development Theme, focusing on outsourcing trends, customer collaboration, and service management. It emphasizes key development themes such as flexibility, data reporting, and integrating customer feedback into product strategies. The discussion includes plans for product improvements like self-service portals and API integrations for enhanced service delivery and accountability.
MSP Development Theme
- 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
- 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?
- 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
- 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
- 46. Days like this
- 47. TOPdesk Marketplace • Platform for: • Partner solutions • Shareable solutions • Integrations connectors • Meeting Demand & Supply
- 49. Workshops Customer centric: • Measure customer satisfaction on the total service lifecycle • How to publish a service catalogue that works
- 50. More questions?