TOPdesk

Use of Chage Activities and there 'deadlines'

reporting possibilities

Following up incidents

N/A

None

We're able to provide end-users with a way to update the password for departmental or guest accounts that are assigned to them. Prior to TOPdesk, this required manual intervention by the Help Desk.

We're using the Asset Management portion to utilize "digital" assets for software licenses, items that require periodic renewal, and even automating some firewall configurations.

Processes that used to require filling out a paper form or PDF are now an online form. The system knows who to route the request to, based on the requester's information. Many requests are also now automated, freeing up time from the Help Desk.

we are working on implementing our key distribution utilizing this solution

Let users order their own products

The easy way of creating a ticket by the customers itself

The overall clean look!

Automatically pulling EDR alerts and assigning them based on severity

Automatically communicating IP block lists with our edge security devices

Manage institution communications about known issues

Updating our software assets with daily imports on usage from our servers

Working towards Self-Service assignment of software packages

The meeting room planner is very useful!

The Kanban board of TOPdesk provides a very nice overview of tasks to be done and the operators that can do these tasks.

Time and cost per ticket can easily be retrieved and could be the source for recharge information.

kanbanboard is helpfull

Managing NMS notifications

Supporting QA and understand throughout of our personnel in collaboration with our other business systems.

Automate and integrate our lifecycle service model with our customers and partners

Building a brand based Knowledgebase. We've always had an internal training document for onboarding staff, but these documents were stored on a file server or printed out and in a folder. Digitizing this and storing it in the same system with the rest of our knowledgebase's has improved its usefulness and helps us determine who has actually reviewed them.

The migration to a SaaS solution

The SelfServicedesk which we use as central portal for all support questions

External support

Time management

Used to manage other needs other than IT related needs.

we use TOPdesk as designed

We have started adding workflows

Bookmarking tickets as reference for upcoming use

Tracking ticket types to improve processes

None.

Record keeping and workflow for vendor change requests.

Fire fighter audit logging.

Non-IT departments responses to tickets and provide updates with being an operator

Event Management

New Employee

Employee Departure

Growing with our business

We must have a better registration tool then we did have [previously]