ICT Service Information Supply Management
April 28, 2025

ICT Service Information Supply Management

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

We mostly manage TOPdesk environments for our customers. They use TOPdesk mostly for (ICT) delivery, but also for the supply of information within their organisations. The scope can be anywhere between a simple environment to log events and / or incidents to full-fledged, service delivery, change management, information supply and crisis management.

Pros

  • logging calls, routing them to operators & re-routing calls to suppliers.
  • logging changes, splitting them up in different activities & routing them to operators.
  • Managing lots of assets across multiple locations.
  • Automating most processes within TOPdesk's existing modules.

Cons

  • I love the new 'Connections' function, but I'd like to see more columns in the Automated Actions section so we can more quickly determine which automated actions need maintenance.
  • Some views seem to work differently from others. I'd like them to be more uniform. For example, Automated Actions cannot be progressed through with arrow keys like other cars.
  • The Self-Service Portal designer definitely needs a search function.
  • The breadcrumbs on the Self-Service Portal often don't show the complete path. I understand that's due to a form being able to be linked to multiple services, but it's unfortunate from a navigational persepective.
  • I'd like to be able to more easily share a card by just copying a URL.
  • We increased efficiency by overhauling Contract and Service Level management for our customer. By filtering services, we were able to automatically link the right service to calls.
This is probably to do with the level of the problems we face, but TOPdesk's first line support often don't know about the function or issue we started a call for.
Migrating is always hard, so inertia dictates part of the likelihood.
However, it's a very good, decent product as well and I'd recommend to keep using it unless that changes or the organisation's needs change dramatically.

Do you think TOPdesk delivers good value for the price?

Not sure

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

TOPdesk is well-suited for (ICT) service delivery management, following concepts & processes from ITIL. There are modules for incident & change management, but also for reservations & asset management. It will also help manage the supply of information for medium to large organisations.

With the API, triggers, webhooks, mail actions and custom imports, most processes can be automated in a fine-grained manner. TOPdesk is available as a SaaS solution, but can be even more securely managed as a virtual appliance in your own datacenter.

TOPdesk Feature Ratings

Incident and problem management
7.2
Organize and prioritize service tickets
9
Service restoration
7
Self-service tools
5
Subscription-based notifications
7
ITSM collaboration and documentation
7
ITSM reports and dashboards
8
ITSM asset management
7.5
Asset management dashboard
8
Policy and contract enforcement
7
Change management
7.0
Change requests repository
7
Service-level management
7

Comments

  • Victor van der Vring | TrustRadius Reviewer
    Victor van der Vring
    (Vendor Representative) commented 3 months ago
    Thank you for sharing your review. We really appraciate it Best regards Team TOPdesk

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