We use TOPdesk as a ITSM tool for Information services and Facilities. Via our Selfserviceportals our users can create changes, incidents and reservations and link services to them. They can keep track of their open tickets and respond to questions send from a operator. The standard processes help with problemsolving.
Pros
Incidentmanagent
Changemanagement
Configurationmanagement
Cons
VA documentation
Documentation of bugs
Likelihood to Recommend
TOPdesk fits best when orginazations dont use ITSM tooling yet. It helps create process and streamlines them. When processes are not in place yet, TOPdesk won't fix that problem for you. TOPdesk is based on the ITIL framework, but also suports an agile workstyle by working with the integrated Kanban board.
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
Likelihood to Recommend
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.
VU
Verified User
Contributor in Information Technology (Government Administration company, 51-200 employees)
We use almost all the modules in TOPdesk. We work with TOPdesk for almost 13 years, therefore the environment is full of things we don't use anymore. Cleaning it up is difficult because everything is linked to eachtohter. Throwing things away is not always possible and makes it sometimes hard to work with TOPdesk.
Pros
Possibilities in assets, use as many fields as we want
Easy so use, for example the making of a ticket
Cons
Reportings in Assetmanagement, not much possible. You have to do everything in Excel
Past an image in a ticket. You have to save the image and then upload it
Search results, sometimes it doesn't make sense. Also for tickets, changes and SSP
Likelihood to Recommend
It is easy to use for people who are not really in to IT. The design is simple but efficient. You can do everything in TOPdesk, from asset to housing. Everything in one place. You can link the modules with eachother so there is a lot of posibilities.
VU
Verified User
Employee in Information Technology (Government Administration company, 1001-5000 employees)
We use it to streamline our internal processes. Users can fill in the forms to raise a ticket that starts a certain process. We have around 300 users and 100 case managers.
Pros
User friendly
Great support
Accessible from anywhere
Cons
Customization for big businesses
Efficient use of the searchbar
Integration with tools like Power BI
Likelihood to Recommend
Well suited for a purchasing process. When assets need to be purchased and renewed, you can have a streamlined process within TOPdesk. It's less suited for documenting sick and absence. This can be best done in a specific HRM Tool.
VU
Verified User
Technician in Information Technology (Government Administration company, 10,001+ employees)
We use TOPdesk for Incident, problem and change management for IT, Facility Management and Human Resource Management. Our scope is to become the One Stop Shop for every colleague of our organisation.
Pros
Assetmanagement
Automation
Incidentmanagement
Cons
Design options Self Service Portal
Form Functionality
Filter options in lists
Likelihood to Recommend
We use TOPdesk not only for incident management but also for managing various registers in asset management such as the work equipment register, access passes and data breach notifications.
We use TOPdesk for a lot of different things. Our service desk uses it for answering questions, we use it for our personel flows, assets are managed within TOPdesk, etc etc. Our SSP is the entrance for (nearly) all questions and requests from within out organisation, if you need anything just fill in a small form and get what you need!
Pros
There are alot of API's and programs we can interact with from within TOPdesk
Automatization is possible within TOPdesk, no need for extra's or difficult programs
Cons
The difference in endpoints between modules can be difficult. It would be easier for automazation if they would be the same.
The linking between modules isn't always the easiest. You can't string together changes and requests.
There is no easily visible logging for a bunch of things. You need to search the logs. Could be easier to have to option
Likelihood to Recommend
TOPdesk is well suited for service word, it helps streamline the process of asking questions. There is no endless replying in your emails. On the backside it is very usefull to make standard solutions. No more everyone gives a different answer, no more having your question dissapear into a mailbox.
VU
Verified User
Employee in Information Technology (Government Administration company, 1001-5000 employees)
Mostly for ICT and Facility management processes. But also HR and contractmanagement. We got our whole onboarding process automated with TOPdesk. This has made a big impact in our organization because now more is first-time-right and ready on the day a new collegue joins the organization. Knowlegde is now collected where we als get the questions.
Pros
Almost anything you can do yourself, you don't need a consultant
It's easy to start, you don't need months and months for a implementation
TOPdesk support is always quick to help you
Cons
Sometime I miss api endpoints
Likelihood to Recommend
Would recommend it for IT en facility servicemanagement
VU
Verified User
Professional in Information Technology (Government Administration company, 1001-5000 employees)
We use TOPdesk as a notification system. We have been using TOPdesk for a long time and are very satisfied with it. It is very user-friendly and the service from TOPdesk itself is TOP. The energy that is put into new customers but certainly also to the existing customers is really fantastic. Hope to be able to use these services for a long time to come.
Wij gebruiken TOPdesk als meldingensysteem. We maken al heel lang gebruik van TOPdesk en zijn er zeer tevreden over. Het is zeer gebruiksvriendelijk en de service vanuit TOPdesk zelf is TOP. De energie die gestoken wordt in nieuwe klanten maar zeker ook naar de bestaande klanten is echt fantastisch. Hoop nog heel lang gebruik te kunnen maken van deze diensten.
Pros
Customer service
Customer loyalty
Job satisfaction
Klantenservice
Klantenbinding
Werkplezier
Cons
Rich text everywhere
AI
Likelihood to Recommend
It works just fine
Het werkt gewoon goed
Parts of this review were originally written in Dutch and have been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.
In our organisation TOPdesk is being used by a large number of colleagues that represent many disciplines. ICT is the main department that uses TOPdesk to register and solve incidents and requests entered by our customers. But other departments use this software for many other solutions as well. TOPdesk is very versatile and can be use in many ways to support different processes. Without any customisation of the software, an application manager can automate many processes to save time and speed up the process.
Pros
Simple to use
Simple to configure
Many options to extend the software to your needs
Cons
More options in asset fields, like a check on date fields
New design for Operational Management. This still looks very old- school
Likelihood to Recommend
Good for management of assets, very flexible in configuration; Less suitable for registering pickup routes for our fire department.
