Easy to use Service Management solution
August 26, 2016

Easy to use Service Management solution

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.
  • Easy to use Incident Management.
  • Performance/stability.
  • The TOPdesk vendor has a very good support team.
  • Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
  • Change Management module is powerful, but has a steep learning curve.
  • The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.
  • One standard tool across the organisation instead of a wide variety of software tools and alternative solutions.
  • One central repository for all our business units in Europe.
  • Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone.
  • Transparent view for the end-users on the status of their issues through the SelfServiceDesk.
It is easy to use, especially for incident management. The SelfServiceDesk is self explanatory, there is hardly any need to train the users of the SelfServiceDesk.

TOPdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management

Configuring TOPdesk

TOPdesk has the option to configure your setup so it meets your own business needs. For the intitial setup, the TOPdesk consultants can help you. There is no need to involve consultants for maintenance and further application configuration setup. You can do this yourself.

We have set up a UAT and a production environment for TOPdesk. All new development and testing is done on the UAT. When approved by the end-user, the setup is implemented on production.

One drawback, deployment to production is a manual task......

Yes - we have customized the interface extensively - Initially with some help of TOPdesk consultants, now we can customize without external help.
No - we have not done any custom code

TOPdesk Support

The support is really good including: the response time, detail of the feedback and technical knowledge of the support team.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
No - There is no need to pay for premium support. The TOPdesk Support team treats every customer as if it is a premium support customer. Excellent support services are available for the TOPdesk customers.
Yes - The support team initially tries to find a workaround, so that we can continue our business. After that they came up with a configuration update, which we could apply to our TOPdesk environment.

We had an issue with the performance of our TOPdesk server. We logged a call through the TOPdesk support site at 10PM so that the support team had the option to pick up the call next morning.

To our surprise, we were called back 10 minutes after we logged the call. After business hours. The support team was still working and they were willing to help us right away.

Using TOPdesk

The software brings us what we need.
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Quick to learn
Feel confident using
  • Call management (incident Management)
  • SelfServiceDesk
  • Change Management
  • Reporting

TOPdesk Reliability

The number of end users is growing and the performance is still good.
Hardly any application server issues so far.