Good incident management and CMDB solution
November 02, 2020

Good incident management and CMDB solution

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We are using TOPdesk in various parts of the organization, both as an Incident Management tool as well as CMDB. TOPdesk is used by corporate IT as well as specific engineering and professional services departments. It allows us to keep track of internal IT related incidents and IT inventory that is present.
250 - TOPdesk is used throughout the entire organization by lots of different user groups. Among these are IT service management (helpdesk and system administrators), facilities management, office management, security operations, procurement, and management. It is very useful to be able to use a single IT solution for such a variety of different user groups.
  • Gives a clear, configurable overview of open incidents.
  • Has an easy-to-use self-service facility.
  • Ability to create KPI based reporting.
  • Azure SSO connector is cumbersome to configure.
  • Office365 mail import configuration requires way too much permissions on your mail environment.
  • UX can be improved.
  • More self-service.
  • Reduced escalation.
  • Increased efficiency.
Support is fine, however now and then we encounter problems where a solution is not possible using the current software release version.

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It's is fine incident management and CMDB solution.
TOPdesk is well suited for on-premise deployments for incident management, CMDB, visitor management. It will require a robust implementation trajectory and staff training, but that goes for all such solutions. Cloud deployments are also possible, however in my experience the integration with other cloud services is still immature and can be improved.

TOPdesk Feature Ratings

Organize and prioritize service tickets
Self-service tools
Subscription-based notifications
Configuration mangement
Policy and contract enforcement