TOPdesk as a spider in the web for IT service and facilities management
Updated November 20, 2020

TOPdesk as a spider in the web for IT service and facilities management

Timo Snijders | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We use TOPdesk as our Incident Management system - every user within the NOS can reach our FrontOffice (helpdesk) via the TOPdesk Self-Service portal in addition to telephone and email.
With this portal, a malfunction can be reported, a request (hardware / software / access) can be submitted, a meeting room can be reserved, and a business gift can be requested.
Employment and disengagement procedures can also be started from this portal.
All these matters are resolved by our Front Office as First Line incidents, and otherwise pass on Second Line incidents to IT service management, facilities management and developers.
The Change Management module is used to handle request workflows, such as employment procedures, disengagement procedures, hardware, software, promotional gifts and access.
We use the module Operations Management the schedule our Operational Activities.
With the Reservations Management module, hardware such as cameras, special laptops, various broadcast equipment and meeting rooms can be reserved.
The Item Management module includes the articles that we offer through a kind of webshop on the Self-Service portal.
The Configuration Management module is used to register all objects such as hardware, software, licenses and telephones.
With the Knowledge Management module we keep track of our manuals, descriptions and work instructions. Relevant Knowledge Items are also displayed via the Self-Service portal as FAQs and items that indicate which services and production we offer.
The Action Management module is used for triggers for sending emails or setting statuses.
TOPdesk mobile is used by, among others, cleaning and janitor to view and log off their tasks.
We use a different instance of TOPdesk for our Public relations department. In it, reactions, complaints, suggestions and questions from the public are registered and handled as incidents.
1300 - 1230 users (mainly of the Self-Service portal) about 70 IT service management, facilities management and developers.
IT service management includes disciplines such as system management, application management, network management and development.

Pros

  • The clear distinction in terms of modules and their functions, but you can easily link the different parts together.
  • Users are involved in the TOPdesk product. Much attention to customer wishes. Free webinars about new developments or the exploration of certain parts.
  • Easy to link to third-party applications.
  • Every version that has been released has been thoroughly tested and therefore there are few bugs in production.
  • Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).

Cons

  • Due to the many functionalities of the modules, you sometimes [do] not see the wood for the trees. With Asset Management they are taking a step in the right direction.
  • Better insight into where hardware (PCs and laptops) is located, CMDB.
  • More user self-service.
  • Better insight into the use of software licenses and their expiration.
  • Overview of used meeting rooms and which are still available.
I [haven't] used or evaluated other products like TOPdesk!
An extensive FAQ for all modules can be found on the TOPdesk extranet. And also various manuals. You can choose between creating an incident yourself and calling TOPdesk. In both cases, incidents are created, and properly and clearly recorded. When you call, you will generally get an expert on the line, otherwise someone with more knowledge will be called in.
The consultants are always enthusiastic people who know a lot and can think along with us and switch quickly.

Do you think TOPdesk delivers good value for the price?

Yes

Are you happy with TOPdesk's feature set?

Yes

Did TOPdesk live up to sales and marketing promises?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

In general TOPdesk meets our wishes and requirements. It is stable and reliable. Good support. And as a customer you are involved in many things, and you can go in depth if you want via all kinds of webinars.
If you work with the standard ITIL processes, TOPdesk meets everything.
If you want to configure and organize everything yourself, TOPdesk does not meet your wishes.
Easy to link to third party applications.
Linking TOPdesk environment of customers and / or suppliers (Collaboration Center).
See also my use case how we use TOPdesk.

TOPdesk Feature Ratings

Incident and problem management
7.3
Organize and prioritize service tickets
8
Expert directory
7
Service restoration
7
Self-service tools
9
Subscription-based notifications
8
ITSM collaboration and documentation
6
ITSM reports and dashboards
6
ITSM asset management
8.0
Configuration mangement
8
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
8
Change calendar
8
Service-level management
8

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 4 years ago
    Thank you Timo for your elaborate review, feedback and compliments. Great to read about all the use cases for different departments. We strive for Service Excellence. Reviews like these really make our day.

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