Great tool for the bussines
November 26, 2018

Great tool for the bussines

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

Overall Satisfaction with TOPdesk

We use TOPdesk to support users, incident management, make use of operational task, recurring tasks, inventory management, CMDB, contract management and change management for different type of changes.
230 - IT, business users, management ....

Pros

  • Self Service Desk for endusers works fine. Information about our services is easy to present. We use forms to guide user input and present the info to the right operator.
  • We use incident management, change management and operational managent (recurring activities). It is all presented in one tool. Dashbords can be better to give more overview but the current release is almost fine.
  • Single Sign On with Azure AD works great!

Cons

  • Topdesk offers a Kanban planning overview. Incident management uses the Kanban board. Change management does not. This is a big loss.
  • New asset managent is not completed. Reports and selections on assets are not availible. Basic function I think.
  • Contract managent version history is not always easy to understand.
  • Structure in changes helps to get the right info. This helps the operators.
No alternative has been evaluated.
Skilled helpdesk. In most of the times first time fix.
Because change management is not integrated in Kanban using TOPdesk for long term planning is not full recommended by me. Incident management is fine!

TOPdesk Feature Ratings

Incident and problem management
7.4
Organize and prioritize service tickets
8
Self-service tools
8
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
6.0
Configuration mangement
6
Asset management dashboard
6
Change management
6.7
Change requests repository
7
Change calendar
7
Service-level management
6

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    commented 7 years ago
    Hi, thank you very much for your feedback and review! The Kanban board has had its first releases which started with just incident management. We will keep making improvements in upcoming versions. I'm happy to say that supporting the Change Management processes is on our Product Roadmap for future development, as well as adding more functionalities for Asset Management. In case you are interested you can find our roadmap on our Customer Portal (extranet) under Product Development. Do feel free to reach out to me (v.van.der.vring@TOPdesk.com) if you’d like some help with this. Victor van der Vring TOPdesk Quality Assurance

More Reviews of TOPdesk

  1. Home
  2. IT Service Management (ITSM) Tools
  3. TOPdesk Reviews
  4. User Review of TOPdesk