TOPdesk

Better registration of assets

Monitoring SLA on incidents

Conference calls

Use of assets management

Integrated self service portal with Wish

We are planning to integrate with an external service organization that also uses TOPdesk.

Employee onboarding. This is still a major pain point for IT. While we have automation that generates accounts for users and can add them to some general security and distribution groups, it doesn't know what security groups and ancillary systems that the user's position should have. Many times the department who hired the employee doesn't know and expects IT to have the answers.

Utilizing the Asset Management module in TOPdesk, we could define a "Role Based Access Control" template that has the position numbers and what each should have access to. For each new employee account, it could be automatically added to what the employee needs without the new employee or department manually submitting the appropriate request forms.

Related to the previous point, whenever TOPdesk receives information from the ERP system for a new employee, it can send the employee a "Welcome" email welcoming the employee to the organization, to contact the Help Desk (with contact info provided) if there are any IT-related issues, and whatever else we want the new employee to know, such as cybersecurity training. For those who actually read the email and complete all the steps, have a link/button that opens the Self Service Portal to a form where the user could choose from a T-shirt or a hat (or maybe something else). The user gets rewarded and it provides valuable feedback for management.

For physical assets like computers, have a complete Asset Lifecycle Management process. The completed process would track an asset from the time it's ordered until the time it becomes surplus. There are still some pain points for IT since part of the current process relies on ancillary systems that currently don't communicate with TOPdesk.

Shared mailbox management. Currently the systems administrators have to manage membership of shared mailboxes. With TOPdesk, a form can be set up in the Self Service Portal that allows the user to choose the shared mailbox that they manage, enter in the information of the user(s) to add or remove, and also to designate the users as having the same management capability. The employee off-boarding automation could be improved to remove users from any shared mailboxes whenever they transfer departments or leave the organization.

room reservations

looking to implement asset management on a broader scale

parts inventory

Getting everyones wishes right away and build an environment around that

Limit the things that people can do so you'll keep in control as an admin

Too much information is not always transparent.

We are expanding the project management functionalities

We are adding an incident management module that will allow us to identify and address root causes commonly recurring incidents

Increased self-service usage for external clients

Adding more departments into TOPdesk for business process modelling.

We will try to combine TOPdesk with our narrowcast system.

We are now looking into our IT service centre to see if we can apply TOPdesk.

helpfull for audits

Online chat interface

Optimize and professionalize our customer communication --> interaction management

We're constantly considering how to roll in other departments and give them an easy way to keep track of tasks.

We've looked at the facility management system a few times to keep track of reoccurring maintenance, but as of yet been unable to justify the additional cost versus using a SharePoint calendar.

More internal departments that will use Topdesk for service tickets

Maybe extra Topdesk modules, such as reservation management

Self service

External support

Perhaps we can use it for staff polling in the future.

maybe we are going to use project management

Sharing tickets across departments

Building a knowledge base

Project Management I believe

IT project management.

Integration with off shore third party support providers.

Asset management, cost tracking, contract tracking

HR user onboarding and off-boarding

Implement single Point of Contact

Operator training and education/course management

Asset Management

Self Service Portal

Full Change Management

App for smartphone