Fast and efficient implemantation of Topdesk for company wide Service Management
September 28, 2016

Fast and efficient implemantation of Topdesk for company wide Service Management

Nuria Reques Waterink- de Waal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

Topdesk was implemented to give our organisation transparency, predictability and efficiency on IT service management processes. However, while implementing, the benefits of the Service Management tooling were so obvious, that Topdesk has been expanded to support the service process of all internal processes within the organisation. This includes: Meeting Room Management, Visitor Management and Driver Planning. The success factor of this company wide implementation is a single entry for end-users on a self service portal and the integration of services and service activities across organisational units.
  • Self Service Portal: the portal is user friendly and has a modern and fresh look. By using tiles with graphics, end users can easily find what they are looking for. The search function on the Self Service Portal is very strong.
  • Workflow engine: with the embedded workflow engine, Topdesk provides you with an easy tool to create and modify workflows and their approvals. You don't need to be an engineer to create a workflow.
  • Integration of Services: it's very easy to integrate services. An example is the integration of Meeting Room Manager and Visitor Management. From creating a meeting room, a visitor can be registered in the system. Only 1 action is needed for that, instead of 2. Another example is the selection of supporting services for an event.
  • Sometimes a module cannot be used effectively without purchasing another module. An example is that Reservations Management cannot be used as it should without the module for Building Management.
  • Deployment for test to production is a manual interface. Everything has to be typed over from test to production and all settings have to be copied to the production environment. That is very error-sensitive.
  • Sometimes it's difficult to find tickets and changes. You have to know how to search or type in the numbers exactly with spaces in between.
  • With the toolset and clear processes that are supported by the Topdesk implementation, it's easier to interact with external vendors and it provides a basis for operational interfaces when outsourcing.
  • Topdesk is a suite with many possibilities. In our case we were able to rationalise 7 applications by replacing them with Topdesk.
  • Topdesk gives transparency on all processes: the workload, the efficiency, et cetera. It's easy to identify problem areas in your operational processes and to improve them.
Compared to the HP solution, the TOpdesk implementation was very simple, quick and cost effective.
TOPdesk is very suitable for service processes - all kinds of service process, from IT Service Management to catering services, facility management, support services, Helpdesk, et cetera.

It is not very suitable for processes were financial management comes in.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
9
Service restoration
Not Rated
Self-service tools
10
Subscription-based notifications
7
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
9
Asset management dashboard
7
Policy and contract enforcement
9
Change requests repository
10
Change calendar
10
Service-level management
8