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Enterprise Service Management

[Video] What is Shared Service Management?

By Nancy Van Elsacker Louisnord on October, 4 2018

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Nancy Van Elsacker Louisnord

President, TOPdesk USA

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And how does it help you improve your service delivery?

If your customer wants to report a call about his broken company phone, does he know who to contact? IT? Facilities? Ideally, they don’t have to know. They just report the issue and it gets fixed.

In practice, however, it’s often a guessing game of which number to call or which form to fill in, and hope your call ends up at right team.

This can be prevented easily by something we call Shared Service Management. It’s a cooperation between supporting departments such as IT, Facilities and HR to provide better service to your customers.

How exactly? Watch the video.



Want to dive deeper in Shared Service Management? 

Want to know more about how to improve collaboration between service departments? We’ve got much more to share on Shared Service Management. Here’s a selection of our best practices:

• Blog: Why today's trends require collaboration across service departments
• Blog: How Enterprise Service Management improves the user experience
• Blog: Simple steps towards sharing processes
• Blog: 6 articles on silo-breaking with Enterprise Service Management 
• Blog: Utrecht University: an Enterprise Service Management case in action

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