TOPdesk

• Support by TOPdesk is excellent. Until now, we didn't have any issues when support was requested.
• The latest version supports ADFS/SAML authentication. In the former version, this was an add-on you should buy.
• Continues development of the product bearing in mind the user's input.

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• The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria
• The built-in form designer within TOPdesk is adequate but could do with better features to allow for more dynamic forms. It would also benefit from being able to post data to custom fields rather than just into the Action box. There is quite a step up between the built-in form designer and the custom XFG form engine which is the only other solution which TOPdesk provide
• Asset management could do with some improvements as it can be a little inflexible when needing to customize the data being held as well as build processes around it

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• The quickest gain that we realized was reduced cost from our previous solution in terms of service contracts and on-premise infrastructure costs.
• Additional gains are also found in standard solution management and service disruption notification. We now have a company dashboard that can inform employees about any large or small service issues.
• Improved reporting has also allowed the department to focus resources where there are greater needs and monitor costs of service.

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