TOPdesk used between multiple governments and IT departments
October 02, 2020

TOPdesk used between multiple governments and IT departments

Robin Exoo | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We are an ICT cooperation that supports 6 local governments and local government cooperation. We use TOPdesk as the primary tool for all our workloads using ITIL standards. All colleges are able to log in to the Self-Service Desk and access the knowledge base, make an incident call, or ask for a change through various forms. All incidents will be handled by our ICT department or functional engineers within the government. Due to the use of forms on the Self-Service Desk page, we can direct all questions, incidents, and changes to the right support group of the Service Desk. In our case, the Service Desk can focus on the telephone and solving problems instead of rerouting service calls. The knowledgebase is updated weekly with manuals for end-users or ICT colleges. We made sure that the 2 are separated, even between operators.
The RID has IT management, change management, information management, and incident management for our IT and Functional application engineers. The governments have facilities management, HR, and Functional application engineers who use TOPdesk.
  • Software updates as a standard change for all steps to be taken
  • All employee changes between multiple organizations managed in 1 change
  • One place for all your questions
  • Reports about changes and incidents in one view
  • Easy report wizard for people who don't use TOPdesk daily
  • Bulk changes for IT hardware
  • We have seen more people check the knowledgebase before asking for help.
  • New users won't have to lobby anymore to get their info and accounts to be able to work
  • Managers can export their own reports when they want instead of asking employees to do this for them, and wait for it.
We always used TOPdesk. I have used other tools in other companies like HP Openview or ITSM. But before we started using TOPdesk between companies with the operators' accounts. Engineers used Excel or Outlook folders to manage their workload. But this way is much easier for them.
Support on-site is always great. We have had help from multiple people from TOPdesk on-site, to help us with implementing big changes. The way they think. They know how multiple businesses work. And can use that info, to give you the best solution when making a new template for a big change with planning between multiple businesses.

The helpdesk is very helpful. When stuck, a quick call or e-mail to their Self-Service Desk, and I can move on with my work. No complaints so far.
We did. We renewed our license and are now using their SAAS environment! Not likely to change.
The biggest collaboration between us and the government is through the change management tool. We made a big effort to merge all the changes to one for all the things which need be done when a new employee starts, of a college leaves. These changes start within the company where the college starts. Every department and our ICT department all get activities in the right order to get all preparation done. From HR contract to the user account and e-mail, but also things like mobile phone, connected to a digit telephone number, user accounts in programs, and tools for that specific function.

We have been able to make standard changes to update and upgrade the procedure of the software, even with an extensive change, which includes all steps to be taken, starting at the change advisory board through to delivery to the end-user.

TOPdesk Feature Ratings

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