SDM360 – SERVICE DELIVERY WITH A SMILE
In practice, we see that suppliers of ITSM ticket systems have little or no focus on actually proactively improving services and processes through the use of the solution and on organizing control over this for you as the client. Replacing the current solution is essential, and help in ensuring that your processes and services improve often requires external and expensive consultancy.
Consequence: you are not in control and innovation lags behind.
We believe this is incorrect: the installation of your ticket system should be the starting point for actually working together to improve, and that has been our primary focus for over 20 years. ITSM360 is the only ticket system that lends itself to finally organizing this differently with our post-delivery services:
SDM360: enabling you to quickly take control of innovation yourself and requiring only minimal involvement from us in the initial phase.
SDM360 literally stands for "Service Delivery Management within ITSM360." Our 20 years of practical experience combined with ITSM based on Microsoft. This combination allows us to guarantee:
Real-time measurable high user satisfaction (8.5+) but also demonstrably lower costs (15%+)
And who wouldn't want that, combined with a guaranteed ROI within the first year, a simple and fun way to replace your current system, and the knowledge that your people will then literally learn everything themselves, simply because everything is Microsoft and knowledge is easy to transfer.
Brief introduction to SDM360
- We always start with a baseline measurement. For example, what do your users think of your current workplace service, specifically the inflow-throughflow-outflow process? This allows us to quickly find out what people think of processes and services, without making it unnecessarily expensive and complex. With our 20 years of experience, we can easily link results and intended improvements to maturity:
Example of maturity measurement:
2. Next, we will work with ITSM360 (possibly as a Proof of Concept) to first improve the relevant service and process, based on the requirements and wishes of your users, but also based on the maturity that suits you at that moment. To this end, we use ITSM360 for self-service and process automation, for example, but also the 8-point model to enable you to consult your SLA, DAP, and working agreements for each process and service directly while working on the corresponding tickets:
Example of an 8-point model as a standard component of ITSM360:
Example of service and process design based on automation and self-service:
Practice shows that the rating after our evidence process never falls below 8.5, but also that the business case shows that there will always be a structural saving of 15%+ when our approach is rolled out further.
3. Only after we have provided the evidence together, by asking your users how they rate the improvements compared to the baseline measurement, is it time to start thinking big. The focus here is on providing the right guidance and assurance, which will simply make us redundant. We do this by repeating the process and improvements, with the major difference that your employees will now mainly be doing it themselves and we will be observing.
This also requires the right knowledge and experience, which is why we use the '10 traffic lights model' during the transition. We monitor this very carefully, as the process will only be successful if all lights remain green:
- Everyone in your team is involved (and managers take the lead)
- Governance Set up (transition = customized)
- Embracing resistance (no pain, no gain)
- Plans are multi-year (small-scale implementation, with progressive insight)
- Focus on retaining our own (wise) people (with guidance toward better services)
- The user is always right! (and your Call Management system measures this)
- You manage through partnerships (which manage together with you)
- Sufficient time for your transition (resources unavailable = end of success)
- Always work from Architecture (failing to properly assess everything first is extremely costly)
- Microsoft Unless…….(this includes your main ticket application)
Ready to make ITSM simple again?
Book an appointment directly in our calendar!
Not a sales pitch, but a free, substantive consultation with one of our specialists.
