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Streamlining ITSM processes in five steps
Most ITSM efforts do not fail on the tool, but on the processes around it. This whitepaper sets out five concrete steps to move from scattered agreements to a way of working that holds up — more control, shorter lead times, and users who know what to expect.
What is in it
- Step 1 — Record what actually happens. Not what the process handbook says, but what really happens when a ticket comes in.
- Step 2 — Decide what you want to steer on. A handful of figures you act on, rather than a report nobody reads.
- Step 3 — Adjust the configuration to match. Categories, forms, workflows and automation, so the tool supports the process instead of fighting it.
- Step 4 — Make agreements you can keep. SLAs that match what the organisation can actually deliver, and an XLA for what users experience.
- Step 5 — Keep it current. The step usually skipped, and exactly why a configuration no longer fits two years on.
Seven pages, no sales pitch. You can act on it without involving us at all.
Download the whitepaper
Fill in your details and the download appears right here on this page. We also send you the link by email so you can find the document again later.
Administrators and managers who want to move past firefighting
The whitepaper assumes an organisation that already has an ITSM tool — TOPdesk or another — and notices the process around it no longer fits. If you would rather look at your own environment straight away, the free quick scan is a shorter route.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free and without obligation: one online session of about an hour in which we walk through your environment together. You leave with concrete improvement points, even if you buy nothing further.