Item: TOPdesk
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Incident and problem management; Knowledgebase; acces- and asset management; change management

Users and Roles

7500 - IT service management; facilities management; questions from the business (hospital)

Pros and Cons

Incidents can be analyzed quickly and categorized
Sharing essential knowledge to develop application skills with care employees
Build forms to manage access

Performance issues, probably due to intensive API usage
Visualization of information
More Portfolio or roadmap visualization

Return on Investment

Increased efficiency to the helpdesk
to see what is the caseload of the employees
Priority of the changes

Alternatives Considered

TopDesk has a better full suite for the business.

Support Rating

They have a quick response and are committed to help; strong customer focus. We are a large customer but in a list of many, so sometimes we have to wait for improvements

Likelihood to Renew

Someone in the organization is very equipped to use the possibilities available in Topdesk

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of TOPdesk go as expected?

I wasn't involved with the implementation phase

Would you buy TOPdesk again?

Yes

Likelihood to Recommend

Good to get management information about how many issues an changes are solved. To create knowledge base items, to get less questions at the helpdesk.

Topdesk gives great insight to really support our care colleagues within our hospital

Overall Satisfaction with TOPdesk