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
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.
IT service management includes disciplines such as system management, application management, network management and development.
- 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).
- 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!
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