Choose TOPdesk for your Service Management activities!
April 17, 2018

Choose TOPdesk for your Service Management activities!

Jean-Marie Adam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We are using TOPdesk in several departments. Especially the incident and change module. Now I am implementing the Contract and SLM module to maintain and control the contracts with our suppliers. The most important issue to resolve in our organization is to get a commitment from the users.
40 - 

Support desk employees

Technical Manager

Application managers

Service Level Managers

Contract- & Leverancier manager

The business doesn't get an account but will be assisted by the functional support users.

Pros

  • customizing the tool to their own needs
  • flexible, powerful
  • good reporting facilities

Cons

  • make it easier to delete records which not being used
  • a better overview of following process steps and show the consequences of doing some actions.
  • improvement of the user guide
  • positive: overview status incidents in changes. Very important for ourselves and the business.
  • increased efficiency
  • implementing service levels to obtain measuring the KPIs from our SLAs.
  • Clientele

We are also using Clientele but personally, I like to use TOPdesk (more functionality and easy to use).


Service Desk: support is fast in their response, good with crystal clear answers. Consulting: very good. Account management: good and reliable.
TOPdesk is well suited as a complete Service Management tool. All the operational ITIL-processes can easily be configured. On a tactical level, the contracts and their service levels can be stored and triggers can be set. Improvements can be made in defining categories en subcategories. This is less convenient.

TOPdesk Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
6
ITSM reports and dashboards
8
Policy and contract enforcement
8
Change requests repository
9
Change calendar
9
Service-level management
9

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Hi Jean-Marie. We always aim for Service Excellence, so we see this as a big compliment and are looking forward to continue such a positive collaboration. We will do our best to keep improving based on customer feedback. Thank you for this review! Victor van der Vring TOPdesk Quality Assurance

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