TOPdesk quick to setup and GO!
October 20, 2016

TOPdesk quick to setup and GO!

Matthijs Muller | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk as a service management system for the registration and support of the IT ITIL processes: Change, Incident, Config, Problem.

Pros

  • It has a basic setup that can be used without much need for configuration. This way you can quickly start with the use of the tool without the need of extensive knowledge of the tool.
  • The main focus is incident management. This module is well developed and suited for the task.
  • I feel the tool is most suited for small to middle sized companies who are starting with the implementation of working via processes and would like to combine multiple supportive business units in one tool (shared service center).

Cons

  • I would change the modular setup of handling incidents, changes and problems. Currently it is really hard to change an incident into a service request or a problem if it was wrongly classified in the beginning. And due to the modular setup new features are most of the time first available in the incident module and not in the others. Therefore the modules are not uniform and different solutions, work methods, have to be implemented with is not efficient and is confusing for the users.
  • Working with templates would be a plus. So [would] changing hardware configurations in bulk, deploying rights and settings to users, changing sets of changes or incidents etc. Besides some small options this is not broadly available in the tool.
  • We use a Test, Acceptation and Production setup. Though every change of a setting has to be manually configured through the different environments. This makes it not only very labor intensive it is also very prone to mistakes. We would like to see an option where you can export a set of settings (changes in the tool) and import those, so you can easily move and test different options.
  • I find it strange that a tool that on of its core purposes is to support ITIL processes, does so badly support changes within the tool.
  • There is no intelligent syntax checking in the interface of any field of the tool, besides the database check of text, number or date. The user does not get any help with what to enter where or help with reformatting values. Something you would expect from a cloud-based web tool in 2016.
  • We choose not to disclose this information.

Works fine for smaller companies that would like a tool that is easy to set up and not too complicated to maintain; as long as you are willing to change the way you work to the options available in the tool.

Does not work so well for bigger companies with more complex infrastructure and more dedicated systems that have to be combined.

TOPdesk Feature Ratings

Organize and prioritize service tickets
9
Expert directory
7
Self-service tools
8
Subscription-based notifications
2
ITSM collaboration and documentation
3
ITSM reports and dashboards
4
Configuration mangement
6
Asset management dashboard
4
Policy and contract enforcement
6
Change requests repository
7
Change calendar
2
Service-level management
7

Comments

More Reviews of TOPdesk