TrustRadius
Customer sherpa can get you there, a journey together.
https://www.trustradius.com/it-service-management-itsmTOPdeskUnspecified7.9226101
Peter Scantland profile photo
Updated February 13, 2019

Customer sherpa can get you there, a journey together.

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with TOPdesk

After a lengthy review of our internal processes, procedures and systems we identified a need for an ITSM framework and application to help support it. All business requirements were defined and documented, prior to completing a formal RFP for a new platform. After a lengthy analysis TopDesk was able to meet all our documented requirements and deployment timelines. We are currently running TopDesk to manage how we work with IT requests for our 4000 users. Our current deployment is focused inside the IT department, but we have growing interest from other departments for workflow management and request tracking. We are on track to becoming a business partner with our departments and sites by improving IT's responsiveness, documenting expectations and over-communicating. Along with the platform we have defined 100 "cubed" mantra; 100% of all reactive issues will be tracked, 100% of all proactive work will be scheduled and 100% of IT work will be documented. We are now consistently getting IT done!

IT Service Management
  • Consulting approach to implementation
  • Ease of use
  • always on (Cloud)
  • System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
  • Survey module might be better suited as an integration with market leader engine.
  • SSP forms could be more flexible if they were HTML capable to provide users a better UI
  • Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
  • Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
  • Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
  • Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
  • Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
  • Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
  • Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
  • Finish the Asset modules to eliminate working with 2 asset modules.
  • It will allow us to change the IT culture towards service centric and project centric approaches.
  • Dramatically improve self-service
  • We should be able to do more, more quickly.
This is TopDesks competitive edge. They are less focused on the application and more focused on the customer and their success.
Well suited for IT tickets and IT operations. Not well suited to manage all of the business work done. How to manage people, vs tickets, task management, project overview details, costing, budget.

TOPdesk Feature Ratings

Organize and prioritize service tickets
8
Expert directory
8
Service restoration
7
Self-service tools
7
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
Configuration mangement
6
Asset management dashboard
6
Policy and contract enforcement
7
Change requests repository
7
Change calendar
5
Service-level management
6

Using TOPdesk

3 - ICT infrastructure Manager is the system owner, project manager and process designer.
System Administrator/ Trainer implements all system designs and trains users.
Technical SME implements all the system automation, API scripts and configurations.
  • Manage IT requests - never lose anything
  • Manage staff workload
  • Self-service for users
  • Non-IT departments responses to tickets and provide updates with being an operator
  • Asset management, cost tracking, contract tracking
  • HR user onboarding and off-boarding
  • Implement single Point of Contact
  • Operator training and education/course management
We see the potential to change how we work.
We will have much invested at renewal time.
Ease to use.
Company is easy to deal with.

Evaluating TOPdesk and Competitors

Yes - Altiris was replaced. It was out of date and was not easy to use for users or staff.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Positive Sales Experience with the Vendor
Topdesk had the ability to provide a full ITSM/ITIL framework at a reasonable price.
We had a very detailed evaluation process with manage parts and a 8 hour vendor demo.
If I had to do this again I would be more specific on the detailed features we were hoping for.