Item: TOPdesk
Rating: 10
Author: Jay van der Reijken

Use Cases and Deployment Scope

I am a TOPdesk application consultant and I implement TOPdesk and her modules in environments of my customers. I also work on creating links between API's of different ITSM-toolings.

Besides the implementation I also give advise to my customers about how to configure and implement the work processes to ensure the best practice of TOPdesk.

Pros and Cons

Functionality
User interface
Automation
Update modules

Reservations Management
Existing integrations with certain apps
System failures

Return on Investment

Stimulation of the use of the Self-Service Portal
Increased efficiency based on reports
Possible work processes due automation

Alternatives Considered

Freshdesk, ServiceNow IT Service Management and Horizon

Compared to Horizon, Freshdesk and ServiceNow IT Service Management, TOPdesk offers a much finer user interface. I also find the different modules and clarity much nicer to use. Automation and Asset Management have also had an update, making these much nicer to use as well.

Support Rating

Support has often provided me with the solution I was looking for, even though I often knew the answer myself. I use Support more as the double-check for things that are not possible within TOPdesk, for example.

Likelihood to Renew

I would like to continue to deepen and specialize in TOPdesk so that I can continue to support my customers in this. I am active as a TOPdesk application consultant and enjoy advising (potential) customers on how to implement their work processes in TOPdesk and, if necessary, taking on the implementation myself. I often find that TOPdesk remains the first choice.

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

Likelihood to Recommend

I would recommend TOPdesk to my colleagues and customers because it often provides the desired capabilities for requirements. Compared to other ITSM tooling such as Freshdesk, USD and ServiceNow, TOPdesk offers a finer user interface.

Very great application to use!

Overall Satisfaction with TOPdesk