Item: TOPdesk
Rating: 8
Author: Pieterjan vanderWerf

Use Cases and Deployment Scope

TOPdesk is used within the organisation as SPOC for IT related problems and questions.

Users and Roles

700 - The Service Desk of the IT department uses TOPdesk for registration of problems and questions and as a workflow for IT changes. It is also used as a CMDB-tool. We use it also for facturation purposes.

Pros and Cons

It is a easy to use tool, with many out of the box standard utilities which help defining the IT process.
The CMDB module is a great way of keeping sight of hardware en software. We use it for creating reports and keeping track of our items.
The change process is very comprehensive and can be used for different types of workflows.

For us the change module is to comprehensive, and we use it only in a light form.

Return on Investment

A good SPOC, easy to use for customers.
Creating IT processes and workflows.
A good tool for dispatching and tracking calls.

Support Rating

The support is very good, from implementing to adopting. The consultant who helped us had a good view of our organisation and could translate it into a good working tool. Over the years we had good support, for example with the creation of standard forms for billing.
Also the change of contract was very well and customer friendly.

Likelihood to Recommend

If you want a easy to use IT service tool, this is it. The TOPdesk consultant can translate wishes into a good working process. Adaptions are easy to make. Also the Self Service Portal is easy to configure and easy to use and helps creating a good workflow for services. Perhaps it is less appropriate in non-IT departments.

TOPdesk helps to organise your IT department

Overall Satisfaction with TOPdesk