Overall Satisfaction with TOPdesk
We are an ICT cooperation that supports 6 local governments and local government cooperation. We use TOPdesk as the primary tool for all our workloads using ITIL standards. All colleges are able to log in to the Self-Service Desk and access the knowledge base, make an incident call, or ask for a change through various forms. All incidents will be handled by our ICT department or functional engineers within the government. Due to the use of forms on the Self-Service Desk page, we can direct all questions, incidents, and changes to the right support group of the Service Desk. In our case, the Service Desk can focus on the telephone and solving problems instead of rerouting service calls. The knowledgebase is updated weekly with manuals for end-users or ICT colleges. We made sure that the 2 are separated, even between operators.
The RID has IT management, change management, information management, and incident management for our IT and Functional application engineers. The governments have facilities management, HR, and Functional application engineers who use TOPdesk.
- Software updates as a standard change for all steps to be taken
- All employee changes between multiple organizations managed in 1 change
- One place for all your questions
- Reports about changes and incidents in one view
- Easy report wizard for people who don't use TOPdesk daily
- Bulk changes for IT hardware
- We have seen more people check the knowledgebase before asking for help.
- New users won't have to lobby anymore to get their info and accounts to be able to work
- Managers can export their own reports when they want instead of asking employees to do this for them, and wait for it.
We always used TOPdesk. I have used other tools in other companies like HP Openview or ITSM. But before we started using TOPdesk between companies with the operators' accounts. Engineers used Excel or Outlook folders to manage their workload. But this way is much easier for them.