Item: TOPdesk
Rating: 8
Author: Verified User

Support Rating

I do not have direct contact with TOPdesk but can relate some of what I saw during pre-sale and implementation, and now during active use support. Support during the initial phases seemed very thorough. There was a sense that the TOPdesk staff knew the process and their product very well, which translated into useful instruction for our implementation team including practical steps with attainable goals over time. Now that we’re in the regular use stage I get the impression that support is highly available and generally top-notch.

Use Cases and Deployment Scope

TOPdesk is being used currently in the Information Technology department, primarily for Incident and Asset Management. It is possible that we will add project and/or resource management at some point. It is also likely that use of TOPdesk will be expanded to include incident management for our Campus Operations department in the future.

Users and Roles

40 - IT service management, including computer services, media services, networking and telecom, enterprise systems, and data center.

Pros and Cons

Relatively logical and organized user interface. Although it has its quirks, the interface is practical and function with some degree of user personalization available.
Workflow. Ability to organize dependency related workflows and templates is a key feature.
Knowledge base. The centralized knowledge base is definitely a key feature for us, allowing us to collect, organize, and easily edit vast quantities of existing knowledge.

User interface & layout. While the user interface is far better than any of our previous products, it does have some layout issues resulting in excessive mousing around for routine tasks, and not enough keyboard integration.
Highly customizable. Sometimes the highly customizable nature of TOPdesk can seem daunting. Planning outside TOPdesk before embarking on customization activities is key to getting where you want to go with the product.

Return on Investment

So far we have noticed primarily increased efficiency due to better incident and change management processes.
We have also benefited from better organization of information, mainly due to centralized knowledge store.
The combination of increased efficiency and better knowledge organization will undoubtedly lead to an increase in self-service as we move forward.

Alternatives Considered

Heat Service Management

Speaking only to our specific implementation of Heat, which admittedly we did not put much effort into improving over time, we have noticed far better usability in every respect from hands-on ticket remediation all the way through to back-end system maintenance. Implementation was a significant exercise which required a great deal of planning and evaluation of our existing processes, but in spite of this “pain”, it was necessary to move from where we were to start down the path toward where we wanted to be.

Likelihood to Recommend

TOPdesk performs well, once user workflows are defined, at the daily routine of incident and change management. For our organization, the inclusion of an easy to use knowledge base has been key. The more we use and refine our use of TOPdesk the more we find ourselves taking advantage of its strengths. It takes time and commitment to really get the hang of any enterprise-class service management software, but the hard work is turning out to be worth it.

TOPdesk, good for the desktop... and so much more!

Overall Satisfaction with TOPdesk