Motadata ServiceOps vs. TOPdesk

Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.

We had a smaller team of 6-7 people and for us it was perfect. It was very easy for us to book time per ticket and keep track of what we were spending the most of our time on. Escalating tickets was easy because of the prebuilt emails and message saving features. The typical features are all there of course such as incident, project management, etc. TOPdesk is highly customizable and we felt like we always had a good oversight of the KPI's, time management and customer satisfaction ratings. Our management liked the reporting features, the customizable dashboard and the data visualization. In my personal experience, TOPdesk also had the best search feature, and with the tags we were also very easily able to find the tickets we needed.

Incentivized

• Balancing the workload
• Process automation
• Asset discovery
• Contract and SLA management
• Get Single Pane Glass View
• Root Cause Analysis with context
• Reduce outages and improve performance

• TOPdesk's UI is pretty intuitive. Its often not needed to explain colleagues new functionalities as they are self-explaining.
• TOPdesk is visually cleaner compared to interfaces of other ITSM tools
• TOPdesk offers a lot of UI's that are easy to customize, like the home dashboard
• TOPdesk support is really good. Once we notice we do not get an answer that works for us, the issue is escalated directly to a specialist on demand.

• Machine learning
• AI chat-bot
• Parch management
• Multi Language Support is missing

• assigning rights is too extensive, making it very complex to manage this up to date.
• Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
• action sequences remain tricky and certainly not for everyone to understand.

It just works, has some continuous development and an easy-to-use interface, which is important especially because not all our colleagues are technical experts (or in other words, "capable of more than switching on and off the computer"). We use a large range of functions and therefore it would be really hard to replace TOPdesk in our company.

Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.

In short, we've been able to remove many pain points, automate multiple things, and empowered the end-user by being able to manage more items via the Self Service Portal. We've been able to do more than we were able to do with our previous ITSM platform. The TOPdesk development team added some things recently that will allow us to make some other things more efficient.

Incentivized

Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.

Incentivized

Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!

Incentivized

The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.

Most if not nearly all questions are answered within the same or a few days. The helpdesk is very knowledgable about their product and are always willing to help. The only downside is that for more difficult questions it can take a while due to the experts being further removed from the helpdesk. But they are always willing to answer questions, even if they are not directly related to a problem with the service.

Incentivized

We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.

Incentivized

Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven

Incentivized

It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to

Incentivized

Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.

Spiceworks is an easier-to-use Help Desk solution but it lacks all other features that Topdesk has. Freshdesk was just too much for our environment. It was cost-prohibitive for our intended use. TOPdesk fit our org size and budget better than the others.

Incentivized

TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.

Incentivized

• Increase the effectivness of IT staff
• Keeping IT assets under control
• 50% reduction in MTTR
• Enhanced network availability and uptime by 20%

• TOPdesk self-service portal has allowed our employees to quickly report and solve the incidents saving more time for productivity.
• Employees are able to tackle common incidents from the knowledge base giving more efficient business operation.
• It has helped us to create a smooth working environment while growing the organization capacity and production quality.

Incentivized