Implementation of the program was done in a day. After the installation or upgrade of the program, it can be used and does not have to be changed for a user before he/she can use it. The reason we use TOPdesk at my company (since 2008/2009) was that there was a need for better registration than just writing incidents down on a piece of paper. By registering them in TOPdesk, you can make lists of solved incidents and easily see how much time they took to solve. After using the program for 10 years with a previous employer it was not a very hard decision to start using it at SHO, my current company, as well.