Item: TOPdesk
Rating: 10
Author: Joost Oostindie

Use Cases and Deployment Scope

We use it for supporting other companies with service management problems.
We register their incidents and changes and keep track of assets and services.

Pros and Cons

Incident management
Change management
Knowledge management
Asset management

Asset management selections
Reporting dashboards for service levels
The interface for selection building

Return on Investment

Increased efficiency in handling incidents and changes
Up to date asset management and registration & updates based on this
Detailed description of Product and Service Catalogus in the Self Service Portal
Better knowledge management
Automated integrations to reduce time spent by operators

Alternatives Considered

ServiceNow Customer Service Management, 4me.com and Horizon

TOPdesk is an easy to implement tool, with premade modules that you can purchase (based on different packages) which will suit your ITSM (IT service management) needs. With a standard for Incident Management, Change management, Asset management and a Self Service Portal you have all your basic ITSM needs. There are easy to build forms, for the self service portal. A standard import for asset management and users (for example with Azure/AD) and they offer assistance in setting up all of the modules and integrations. TOPdesk offers a good solution and user experience when it comes to the Self Service part and has by far the best ITSM tool to work with for end users and operators. In comparison to the other tools, it's ease of use and flexibility are far greater than any other. I would recommend TOPdesk to all mid to large scale organizations, for its user friendly interface, great options and strong support and consultancy.

Lastly they have a wide range of knowledge items available for anyone that manages the tool, which make it really accessible to manage as well.

Support Rating

Support offers good quality answers, first they send the appropriate knowledge items for your questions.
Next they offer additional support when needed.
Whenever you have a question or want to be informed about something, they are able to help you or redirect you to the right person or website to give you the answer you need.
Sometimes they could be a little more in depth when you ask a question about something you have some basic knowledge about, but it's understandable they always reference their knowledge items.

Likelihood to Renew

It is (as stated earlier) the best and most user friendly ITSM out there.
I would recommend TOPdesk to most organizations and thus always want to work with it myself as well.
It is highly customizable, but has an intuitive ease of us and easy setup and implementation.
When help is needed they offer expert consultants for your needs.

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?

Yes

Did implementation of TOPdesk go as expected?

Yes

Would you buy TOPdesk again?

Yes

Other Software Used

Horizon, Microsoft 365

Likelihood to Recommend

TOPdesk is a great tool for registering, keeping track of and resolving incidents and changes.
With accessible modules and add ons it provided an easy workspace to manage your workspaces and services.
It could improve with the reporting section over incidents and changes, but excels in knowledge management and user experience.

Users and Roles

250 - It service management, facilities and operators for daily use.
Self service is also represented.

TOPdesk is a great ITSM tool

Overall Satisfaction with TOPdesk