Item: TOPdesk
Rating: 8
Author: Dan Moncion

Use Cases and Deployment Scope

We use it within IT for: Ticket management, change management, inventory control, and the self-service portal
We are planning to onboard the maintenance department.

Users and Roles

20 - Right now it's only IT that uses TOPdesk, and within our dept it is used by managers, programmers, and technicians

Pros and Cons

Change management request for cell phones with dual approval.
Change management request for VPN access with dual approval.
Inventory control with TOPsis scan.

More customizing flexibility in the SSP... ex.: iFrames.
All change management approval process visible within the SSP during manager approvals.

Return on Investment

It gives us a clear picture of our day-to-day activities.
Able to generate reports for management.
Giving end users the ability to solve the little problems via the SSP.

Alternatives Considered

It's 1000 times better than Microsoft CRM, which was clunky and not user-friendly at all. Also, we had no SSP with CRM.

Support is quick and responsive, but the answers we often get is ''Sorry that option is not possible''
In-house, we have very knowledgeable DBA and programmers that can customize TOPdesk, but often we are limited due to the way TOPdesk is designed.

Likelihood to Recommend

Good for users with little programming knowledge, but for someone who has lots of programming knowledge they are limited on what they can customize.

Great product for ease of implementation, but back-end customization can be limited.

Overall Satisfaction with TOPdesk