TrustRadius
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.https://dudodiprj2sv7.cloudfront.net/product-logos/DY/sg/CARZX2SALMK8.JPEGTOPdeskTopdesk upgrade succesfull at Thomas Regout International B.V.2018-10-09T15:21:29.735ZAt Thomas Regout International we are using TOPdesk for about 10 years now in the ICT department for Incident Management.Because of the restrictions of our version of TOPdesk we didn't have the opportunity to use it for more.We did finally upgrade our light version to the professionel cloud version of TOPdesk and intend to use Problem Management, Change Management, Operation Management, Knowledge Management, and Asset Management.,150,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.,Because we are using the new Topdesk version just for a short time it is difficult to answer this question.
We will be evaluating the application all the time and will communicate any missing functionality with Topdesk.,8,The different departments will be working together in a much more efficient way because everything is registrated in TOPdesk and we all speak the same language.
Shorter time to solve the problems because every employee can see the his calls and remember the agents if necessary.,8Lode BruyninckxTOPdesk helps to organise your IT department2018-08-30T22:14:42.049ZTOPdesk is used within the organisation as SPOC for IT related problems and questions.,700,It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
The change process is very comprehensive and can be used for different types of workflows.,For us the change module is to comprehensive, and we use it only in a light form.,8,A good SPOC, easy to use for customers.
Creating IT processes and workflows.
A good tool for dispatching and tracking calls.,9Pieterjan vanderWerfTOPdesk a TOP application for ITSM processes2018-11-14T16:55:37.874ZWe use TOPdesk for our whole organization. We use it for incident management, configuration management, and contract management. It helps us to know our contracts with our suppliers, but also the contracts when we are the supplier. We follow up on all incidents and by doing this we have a good picture of our assets.,3,Incident management and following up. The knowledge base is very helpful for us to look back to previous issues and to know what the solution was.
We like the plan board so much - it is easy and native.
Contract management is helpful for us to know when contracts are ending and with the e-mail warning, we are able to extend the contract before the contract is overdue.,Sometimes the interface is a bit confusing as there are parts in ettings management and other parts in the module management.
Here in Rwanda internet is not stable, so when there is a short hick-up the connection has been lost and will not come back automatically,10,Positive; insight on issues and faster resolution
Cost reduction
More revenue as we extend our contracts and track payments better,10Martin 't HartReview of TOPdesk2018-07-09T19:30:18.839ZOur company uses TOPdesk as a signaling system and a knowledge database. IT as well as facilities colleagues use it as a signaling system. All colleagues can use it as a knowledge database and they can also make mention of problems or requests.,150,The signaling system is outstanding. Everybody can work with it. It is clear and easy to use. Information can never be lost.
The new knowledge system works really well. Colleagues are able to search for items. The connections between several items make it all easier.
The variety of possibilities and connections between items is very nice.,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.,10,We have yet to fill the knowledge database and have not yet experienced the benefits.,8Dana MatthesExcellent versatile service management tool2018-07-09T19:16:30.150ZWe've rolled out TOPdesk to the entire organization. Another museum whom we offer IT support also uses TOPdesk to log their issues and request. The most used modules are Incident Management and Change Management. Metrics provided by TOPdesk are used to monitor Key Performance Indicators. Reporting is also an important feature used to aggregate metrics into reports for the Management Team.,,It's very easy for users to log calls.
The knowledge base is a very powerful tool to assist in self-service.
Since TOPdesk is based on ITIL it's very easy to grasp how the individual modules relate to one another.
Insightful reports are relatively easy to set up.,The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
Integrated chat w/ internal support staff would be a nice feature.,10,Positive impact on efficiency.
Positive impact on customer satisfaction.
Greatly helps monitoring KPIs,9Robert van Geenen
Windows, Linux
TOPdesk
207 Ratings
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