Overall Satisfaction with TOPdesk
We are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.
500 - We are running TOPdesk for the IT Department to collect the incidents and change orders from our users by mail, phone and personally.
- Easy to enter tickets by mail from the users.
- TOPdesk could be used directly out of the box.
- SaaS makes it easy to setup it up and scales within the region.
- Excellent support during and after the go-live by the people from TOPdesk.
- SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.
- Eases the handling of J-SOX
- Replacement of Excel Files
- The higher efficiency of technicians
- No user request get lost anymore
- Service-Now
Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.
TOPdesk Feature Ratings
Using TOPdesk
2 - Technicians
- Incidents
- Change Order SAP
- Events
- Event Management
- New Employee
- Employee Departure
- Asset Management
- Self Service Portal
- Full Change Management
Evaluating TOPdesk and Competitors
Yes - None, we had no ticketing tool in place before.
- Price
- Product Features
- Product Usability
- Prior Experience with the Product
- Existing Relationship with the Vendor
The tool was already on-premise installed, but not used due to the works council intervention for years. Now we are using it as SAAS version and we could convince the works council.
No, not at all.
TOPdesk Implementation
- Vendor implemented
Yes - First Phase - Incident and SAP Changes
Second Phase - Self Service Portal
Third Phase - Asset Management
Fourth Phase - Full Change Management
Next phases not planned yet
Second Phase - Self Service Portal
Third Phase - Asset Management
Fourth Phase - Full Change Management
Next phases not planned yet
Change management was a major issue with the implementation - The change Management is much more important than the tool implementation.
- SAAS implementation on our side, due to missing experience with SAAS
- Not up to date nor complete filled AD
- WAN bandwidth (100-200 MBit/s) upgrade was needed
TOPdesk Support
Pros | Cons |
---|---|
None | None |
The entire implementation process and the project management was excellent.
Using TOPdesk
Pros | Cons |
---|---|
None | None |
- Incident Management
- Change Management
- Event Management
- na
- na
- na
Yes, but I don't use it