TOPdesk

TOPdesk is mostly used by my customers within several market types like Health, IT, Telecom. The last couple of years I’ve seen the struggle that most health organizations have with their service management processes. Using a TOPdesk configuration that actually works effectively in relation to the organization processes. Most of the health organizations I’ve seen do not take the time to determine their SR needs and just start with a TOPdesk configuration and don’t evaluate enough to adjust their processes.

• Organisation is getting used to fixed TOPdesk relaxed processes

Jira Service Management, ServiceNow DevOps and YouTrack

Jira Service Management, YouTrack

We use TOPdesk in our organization as a helpdesk IT service management solution, documentation and changes management, knowledgebase and self service portal. It is maintained by our support and customer relationship team, and used in all other teams in the company, in order to attend our clients needs, solicitations and support ticket level 1 and 2. TOPdesk resolves the need of tracking all clients solicitations for services, features and software bugs.

• Positive ROI
• SLA's definitions and following up
• KPI's dashboard

Freshdesk, Freshservice, SAP Business One and Atlassian Jira

Hyper-V, Amazon Route 53, Amazon Simple Email Service (SES), Cloudflare, Azion, Azure DevOps Services, Microsoft 365, NAKIVO Backup & Replication

I use TOPdesk as both a ticket management and asset management system. The problem is that we only have two Functioneel Beheerders at ICT for this application, and they have only limited knowledge. There is no focus on building it bigger and better. I would like the organization to focus on the TOPdesk Selfserviceportal, on how people submit their questions or problems. Not by e-mail.

• One place for tickets.
• Prioritizing
• SLA

Planon Universe for Corporate Real Estate and Facility Managers

Planon Universe for Corporate Real Estate and Facility Managers

It's our main ticketing and time registration tool for the helpdesk. It was very customizable to our needs which we appreciated a lot since we had 1st, 2nd, 3rd line support and a separate offsite helpdesk team as well. With the templates and saved messages we could escalate tickets very easily and this saved us a lot of time. We could easily make a new project and start booking time on it and afterwords used some reporting to report it to management. Would recommend it to anyone looking for a tool that just works and does what it needs to do.

• Cost saving with all of the features TOPdesk has provided
• Vastly improved efficiency compared to our previous tool (over 30%)
• Much faster resolution and response times to our end users

Cherwell Service Management (discontinued) and Freshservice

Lansweeper, Cherwell Service Management (discontinued), Adobe Acrobat, Adobe Premiere Pro, Adobe After Effects, Adobe PhotoShop, Adobe Illustrator CC, Adobe Dreamweaver, Adobe InDesign, Pulseway

We use it for the management of tickets, changes and CMDB. I notice issues in my workflow with TOPdesk, as an example: I can't share changes with others, while I can with regular M tickets. I can't make a follow list with a different list.

• Better ticket insight
• Easy contact with teams
• nvt

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