TopDesk 5.7 review, still thinking about whether to update to TD-SaaS
July 09, 2018

TopDesk 5.7 review, still thinking about whether to update to TD-SaaS

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

It's used as our main IT Service Management tool. It helps us to log incidents and changes and establish the CMDB. Changes are mainly on the level of the IT-department, but also to support HR-processes like employee-in & -out for the part of processing the access-rights and enable/disable (mail-)accounts. It does not really support our business-process, it is merely there for facilitating those who do. It helps us as an IT-department to use preset flows with automatic updates to the users.
400 - Every office-worker in our company can use TOPdesk. We have a self-service desk where they can apply for applications and access rights. They also can see the status of a reported incident. The more heavy users are in the IT department.

Pros

  • For the (client)user: easy to use Self Service portal
  • If a flow is set-up, it works like a charm
  • Possibility to build your own dashboards

Cons

  • It takes quite some time to master TOPdesk enough. You need some dedicated people then to do this (we have version 5.7).
  • Some functionality that I would perceive as basic these days, is not standard. The extra modules you'll have to buy then are then full of stuff you don't need...
  • The new SaaS-version is quite costly.
  • Interfacing with some other applications (for instance HR) comes with some hassle and consultancy. Feels like you have to tailor too much. Should we not be the only company with some interfaces?
  • Neutral impact: we had expected that the self-service desk would be more used for reporting incidents. But people here still prefer to use the phone. It has helped in routing the change-requests better.
Their support desk is very friendly and helpful. Of course, they are sometimes too eager to send you a consultant. If the set-up would be somewhat easier, or the how-to, you'd not need that.
For general ITSM it's ok for sure. But be aware that if your organization is small, it takes some effort to tailor it to your needs. It's not LEGO, it's more Playmobil.

TOPdesk Feature Ratings

Incident and problem management
7.7
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
7
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
8
ITSM asset management
8.0
Configuration mangement
8
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
6.3
Change requests repository
8
Change calendar
6
Service-level management
5

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    commented 8 years ago
    Hi, thank you for your review and feedback. You hit the nail on the head with your comparison. TOPdesk develops (standard) software that covers most needs to support the business and can be deployed to “play” quickly just like Playmobil. If it’s custom made “building” a customer prefers then Lego is the better option. Obviously, we hope you will take the next step towards the latest version on SaaS so we can help out with the technical application management. That might also be a good moment to optimize usage and benefits of both the software as integrations. Making this easier for customers is one of our development themes! If you would like to elaborate on the basic functionality you are missing which if I understand correctly are part of an extra module in your case please feel free to contact me via v.van.der.vring@topdesk.com. Maybe we can work something out. Do feel free to contact your local accountmanager if you need assistance to move forward towards SaaS. Thank you again! Victor van der Vring TOPdesk Quality Assurance

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