TOPdesk

• Very good incident management tool. Within one year we will be using this for almost all our departments to manage their incidents and questions.
• Good Change Management Tool. From the incident management module we can start change management for some issues with a nice workflow beyond it.
• The Self Service Portal is for the users an archive for a lot of procedures, users can manage their own call, questions etc. And because we are gonna use TOPdesk for HRM and Payroll all our employees will have an account and we will all be speaking the same language.

Read full review

• Some features within the knowledge database could improve. Such as layout possibilities, inserting images (quite difficult), search possibilities (does not search for half words for example).
• We would like to have more flexibility within the system. For example, we would like to be able to determine which items are obliged within the reservation module.
• The possibility for more 'open' courses at TOPdesk would be nice. I would like to follow some courses, but most are for a team internally. I'm alas alone.

Read full review

• positive: overview status incidents in changes. Very important for ourselves and the business.
• increased efficiency
• implementing service levels to obtain measuring the KPIs from our SLAs.

Read full review