TOPdesk for a shared service center
April 25, 2025

TOPdesk for a shared service center

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We are a shares service center for municipalities in the Netherlands. We offer services in ICT and Geographic services. We use TOPdesk for the CMDB (Asset Management) All Tickets and Changes. Our processes are based on ITIL.

Pros

  • Notification forms on the self-service portal
  • Asset registration and follow up
  • Standardization of changes to templates

Cons

  • Knowledge items and especially the possibility to specify rights for practitioners
  • Ability to share changes
  • The ability to link different Templates depending on choices made on application forms on the SSP
  • We've made users self-reliant with Knowledge Items
  • We get more information in reports by using forms on the SSP
  • We have much more control over lead times and open tickets through action series where we ask for information and possibly automatically close tickets if a customer does not respond after x weeks.
We have selected TOPdesk as the best all-round option. On other parts there are better / more extensive applications but TOPdeks combines it in 1 package. In addition, more than 600 practitioners from participating municipalities were already used to working with TOPdesk, so we did not have to teach them a new package.
Very good and expert help from the Support department, In addition, I am very happy with the Knowledge Items on My.TOPdesk and the predefined action sequences that can be found there. If you enlist the help of a consultant, you think really well and look for good knowledge transfer.
We have just extended our contract for 4 years after a market survey and several discussions with our customer success manager.

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

Topdesk works well as a notification system and for CMDB registration for ICT services. Reserving resources and registering visitors is also made easier by working with TOPdesk.To make handling more efficient and to relieve the pressure on a Service Desk, the possibilities of the SSP and the use of Action Series are easy and accessible to apply.

TOPdesk Feature Ratings

Incident and problem management
8.1
Organize and prioritize service tickets
10
Expert directory
8
Service restoration
10
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
7
ITSM reports and dashboards
5
ITSM asset management
4.7
Configuration mangement
4
Asset management dashboard
4
Policy and contract enforcement
6
Change management
7.7
Change requests repository
7
Change calendar
7
Service-level management
9

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