TOPdesk: Re-Invent your IT-servicedesk
June 13, 2018
TOPdesk: Re-Invent your IT-servicedesk
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with TOPdesk
Topdesk is implemented as our new IT-service desk management and IT-self-service platform. Currently, we use the core-functionality: Ticketing, Change-management, Workflows, Asset-management, and self-service. In the near future, we would like to implement Topdesk to handle facility management and customer service management. A project to allow FM and CS to benefit from TopDesk will be launched later this year.
16 - Currently only IT-service management. All office users utilize the self-service portal though. We plan to expand Topdesk to facilities management and customer services later this year.
- Keeping track of issues and changes
- Searchable Knowledge-base
- Trend Analysis and Team Performance
- Workflows
- Direct copy and paste of images from the clipboard into the action fields. Topdesk currently only supports image uploads, which is really annoying when writing documentation and registering issues.
- Reporting should receive a graphics overhaul. Current reports are graphically very unattractive.
- A separate module for IT documentation like done on the competing platform IT-glue with a super secure option to store sensitive information would be a great addition.
- Team-management with visual OKR support (teamwork distribution) as done on the competing platform Weekdone would be great!
- Managing the influx of issues and changes and TopDesk's ablity to connect to several data-sources is a true gamechanger. It allows our team and the team management to work more efficient, monitor team performance and above all, connect to our customers (the end users).
- The self-service portal really helps us to reduce the amount of requests directed to the it-service-desk.
- Workflows and change-management allow us to work more efficient and reduce human error.