TOPdesk provides top shelf functionality and value
January 29, 2020

TOPdesk provides top shelf functionality and value

Jim Scott | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

TOPdesk is used primarily for IT incident management and change request management. We also use if for some finance functions, including processing requests for new and changed vendors. On the applications side, it forms the core of our SAP change management function, including formal change control processes, audit support, prioritization, and resource management.
1000 - It is used for all functions requiring IT support, including customer service, customer experience, operations, logistics, finance, and marketing.

Pros

  • Change management - Detailed activity management with workflow.
  • Incident management - Simple, user-friendly interface, multiple pathways.

Cons

  • More functionality around resolution codes and status.
  • Ability to switch from simple to complex changes more easily.
  • More effective management of incidents, leading to less business interruptions
  • More effective management of change requests, leading to greater ROI on IT effort
In other organizations, I have used homegrown systems and ServiceNow. I believe TOPdesk offers a comprehensive feature set and the ability to adapt to our specific needs much more cost-effective than either option. The support provided by TOPdesk is excellent, providing good advice on how to get the most out of it, customize where necessary and adapt to its strengths. It has a great breadth of features (we're not using all of them yet, but are looking to expand) and it provides excellent value for money compared with alternatives.
TOPdesk support is excellent. Whether it's just getting guidance on how best to set up use functionality, assistance in customizing features or leaning about additional modules, the service is professional, prompt and cost-effective. We've invested in customized training events to improve operator effectiveness, consulting services to evaluate new functionality, and technical support to assist with Power BI integrations over the last 12 months, and every experience was pleasant and productive.
TOPdesk is an integral and vital element of our IT support strategy. It provides excellent functionality and value for money. It is in use across multiple locations around the world, and we are actively looking for new ways to utilize it further.
TOPdesk is well suited to incident management and change management in any support scenario.
It is also well suited for use for finance functions where internal controls are required (like vendor set-up and change). I haven't used some of the other functionalities yet, but expect it would be useful in other areas as well.

TOPdesk Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
9
Expert directory
7
Service restoration
8
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
9.0
Change requests repository
9
Change calendar
Not Rated
Service-level management
Not Rated

Using TOPdesk

3 - 
  • Familiarity with support concepts and functionality.
  • An understanding of support processes and workflows.
  • Some knowledge of database-driven software applications.
  • Change management (SAP application changes).
  • Incident management.
  • Record keeping and workflow for vendor change requests.
  • Fire fighter audit logging.
  • IT project management.
  • Integration with off shore third party support providers.

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 5 years ago
    Thank you very much Jim for taking the time to post this review. Your feedback and compliments are greatly appreciated!

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