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TOPdesk Review: "Implementing a first ticketing system in our organization"
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Karl Schuele profile photo
April 16, 2018

TOPdesk Review: "Implementing a first ticketing system in our organization"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

Perfect Project Management, Excellent Support in terms of Processes, Documentation and user training.
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 is well suited if you are implementing your first ticketing tool and/or if your organization is less than 2000 users. Also, if your organization has no high ITIL skill level. The TOPdesk team helps a lot to compensate this.

TOPdesk Feature Ratings

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

Using TOPdesk

Support Headcount Required

2 - Technicians

Business Processes Supported

  • Incidents
  • Change Order SAP
  • Events

Innovative Uses

  • Event Management
  • New Employee
  • Employee Departure

Future Planned Uses

  • Asset Management
  • Self Service Portal
  • Full Change Management

Likelihood to Renew

9
Fully satisfied so far with the product and the support.

Evaluating TOPdesk and Competitors

Products Replaced

Yes - None, we had no ticketing tool in place before.

Key Differentiators

  • 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.

Evaluation Lessons Learned

No, not at all.

TOPdesk Implementation

Implementation

8
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.

Implementation Details / Implementation Partner

  • Vendor implemented

Implementation Phases

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

Change Management Lessons

Change management was a major issue with the implementation - The change Management is much more important than the tool implementation.

Implementation Issues

  • 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

TOPdesk Customer Support Pros and Cons

ProsCons
None
None

Exceptional Examples of TOPdesk Support

The entire implementation process and the project management was excellent.

Using TOPdesk

Usability

9
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.

Usability Pros and Cons

ProsCons
None
None

Easy Tasks

  • Incident Management
  • Change Management
  • Event Management

Difficult Tasks

  • na
  • na
  • na

Mobile Interface Availability and Impressions

Yes, but I don't use it