Case studies
Trying to reach the Reservations department at the Museum of Ethnology (Museum Volkenkunde) is quite an adventure. The grounds around the historical building in Leiden (the Netherlands) are full of huge wooden crates and there is still some construction work going on. ‘On Expedition’, the museum’s newest exhibition, is set to open the day after we conduct this interview. All museum bookings, such as corporate meetings, school trips and private tours, are processed in TOPdesk.
Our editors braved a congested Brussels by car to write this article. After a challenging parking experience (and being warned about an ‘exciting’ corner) the editorial team made it to the offices of CIP, the IT service desk for a complex and particularly varied organization.
After implementing TOPdesk, Waternet asked itself, “How do we motivate our employees to actually use the tool?” The answer: a Self Service Desk promotion campaign.
The University of Edinburgh started using TOPdesk in November 2010 and, together with partners University of Abertay Dundee and University of St Andrews, developed UniDesk: a TOPdesk-based service, extensively tailored to the needs of Higher and Further Education institutions.
Due in part to a sponsorship deal, AAP Foundation’s Technical Service was able to get to work with TOPdesk recently. AAP Foundation uses CAFM for facility-related activities, such as maintenance work and repairing the animal enclosures. Rob Bloem, head of the Technical Service, tells us about the facility work at AAP Foundation and their plans to professionalize.
More and more organizations are striving to make their cross-departmental processes more efficient. In the next three issues of TOPdesk Magazine, you can read practical examples of how your HR department can work with other departments more efficiently in TOPdesk.
Keeping your customers satisfied is the primary task of a service desk. But how do you stay on top of your game? In this edition of ‘On the line’, Blackbaud will answer exactly this question.
Perhaps you have already noticed that, at some point, changes have been linked to your customer card on the Extranet that you have not made yourself, and that also have nothing to do with bespoke work. This is because Planning has started using the Change Management module to support its processes.
Violence and threats against lone workers, such as nurses, physiotherapists and paramedics have increased dramatically across Europe over the past few years. In the United Kingdom, Reliance High-Tech has developed an award-winning system, using technical innovation and TOPdesk, which contributes to reducing the number of such incidents.
Over the past year, the HR team at FloraHolland has experienced a lot of change. Following a company-wide reshuffling, the organization’s HR Service Centre has been a reality since November 2009, and the team now supports all 4400 employees across the six branches in the Netherlands, from the Head Office in Aalsmeer.
The Rotterdam-based learning institute, Zadkine, offers a range of vocational training, including IT courses to train students to become application developers, IT managers and online investigators. The institute offers these courses through the School of Excellence, which is intended for students who want to further their education or who choose for a career in the business world.
Last summer saw the completion of a very special implementation: the Viafrica Foundation began using TOPdesk in Kenya and Tanzania. This article includes all the details about this unique implementation.
Meander Medisch Centrum, a hospital with four different sites across the Netherlands, employs 1000 nursing staff, 200 medical specialists and 2000 other employees.
A new service desk can be a source of stress for both the service desk employees and their other colleagues.
In April 2007, TOPdesk Magazine reported on the ambitious plan to restructure the IT department of the Academic Hospital in Maastricht, the Netherlands
Is your organisation facing a large change in the near future? In this article you can read about the course the Academic Hospital Maastricht (azM) has taken. Ninety of its employees are going to try something completely different.
2006 marks the 75th anniversary of the first guide dogs to be trained on the streets of the United Kingdom.
Based in Curaçao, with branches in the Netherlands, Brazil and the U.S., SQL Integrator is an international company that provides IT solutions and services.
NOC*NSF supports athletes with TOPdesk
The municipality of Breda is currently working on a large-scale reorganisation.
Neil Roberts is Information Systems Manager at Ultra Electronics Datel, located in Preston, in the United Kingdom.
From a car manufacturer such as BMW, quality and service of a high level go without saying.
After two years of preparation and one weekend of testing, the new timekeeping system for ice skating events in Netherlands was officially used for the first time on Friday 3rd March.
In the endless forest that is service management, you can get lost in no time. The forest seems to grow continuously. There is a new procedure or guideline lurking behind every tree.
German company arvato mobile (sic.), part of Bertelsmann AG, offers digital entertainment contents to customers around the world, together with innovative concepts and interactive applications.
On the banks of the Schelde and under the smoke of the industrial Antwerp harbour lies the council Kruibeke.
Isis Telecom, based in London, advises companies on choosing the best telecom solution to suit their needs. Vicky Piper has been working at Isis Telecom for six years.
IT management is more than simply repairing malfunctions.