#1 most frequent
Netherlands
58.9%2,510 installations of 4,264
What is TOPdesk?
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.
Categories & Use Cases
Media
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Screenshot of TOPdesk plan board
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 9
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Self-service tools
Repository of information documenting common issues and known resolutions which can be accessed directly by users
Category average: 8.3
Areas for Improvement
Change calendar
Calendar showing change schedule to stakeholders
Category average: 8.5
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.5
Change requests repository
Single repository of all planned changes and releases
Category average: 8.4
Who Buys & Uses TOPdesk
#2 most frequent
Brazil
5.9%253 installations of 4,264
#3 most frequent
Belgium
5.8%246 installations of 4,264
Pros
- Strong incident management capabilities, utilized by 74% of reviewers.
- Effective change management features, implemented by 67% of users.
- Valuable asset management tools, leveraged by 56% of reviewers.
Cons
- Self-service portal limitations in design and form decision-making, mentioned by 22% of reviewers.
- API and automation implementation challenges, cited by 19% of reviewers.
- Reporting and search functionality needing improvement, according to 19% of reviewers.
Why is this
Use Cases and Deployment Scope
Incident/ ticket management
Pros
- Service portal designer
- incident registration
- knowlodge base
Cons
- The side of the practitioner can be better organized. On the page itself, more explanations can be provided to simplify its use, for example by using information icons.
- The side of the practitioner can be better organized. The filled fields are not immediately fully perceivable. There may be information that is useful for forwarding a report. Think of the practitioner field. It is helpful that when you hover over it with your mouse, the complete information appears.
- Reports are growing wildly, making it confusing due to the large number of users. There is too much information. Logical reporting, such as making SLAs transparent, should be created more easily.
Return on Investment
- The rollout of self-service to the store and the continuous growth of its importance within the organization.
Easy to use Service Management solution
Use Cases and Deployment Scope
We use one TOPdesk installation to enable a service management solution for 9 of our business units in Europe. These business units can use the tool locally to deal with their issues (incidents/changes) or they can escalate their calls to the European IT organisation, all in one TOPdesk installation. The TOPdesk SelfServiceDesk portal is used to raise the calls and to provide the end user realtime status updates on their issues.
Pros
- Easy to use Incident Management.
- Performance/stability.
- The TOPdesk vendor has a very good support team.
Cons
- Reporting and selections. The reporting options are easy to use, but also limited in functionality. Reports can be scheduled to run automatically and to provide output per mail or in a document. Selections are more powerful, but there is no option to schedule them.
- Change Management module is powerful, but has a steep learning curve.
- The SelfServiceDesk. Good to see that there are great improvements in the latest TOPdesk version.
Return on Investment
- One standard tool across the organisation instead of a wide variety of software tools and alternative solutions.
- One central repository for all our business units in Europe.
- Better options for the end users to raise their calls through the SelfServiceDesk, rather than email or phone.
- Transparent view for the end-users on the status of their issues through the SelfServiceDesk.
Other Software Used
Oracle Database, SAP BusinessObjects Business Intelligence
Usability
TOPdesk
Use Cases and Deployment Scope
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.
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
Return on Investment
- Less time spend on incidents
- Automation
TOPdesk is a Top Service management application
Use Cases and Deployment Scope
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
Return on Investment
- More efficiency in the workload for our administrators
- More insight in the status of requests
- Real time up to date information of the status of items.
Alternatives Considered
Atlassian Jira and Zendesk Suite
Other Software Used
Atlassian Jira, Atlassian Confluence, BiZZdesign HoriZZon (Enterprise Studio)
TOPdesk is great
Use Cases and Deployment Scope
For incident management, asset management, HR employee management and change management. This allows us to monitor which software and hardware problems occur within the organisation and how to resolve them in the most efficient way. We also learn from the troubleshooting process that we post on the knowledge system in the Self Service Portal. It also allows us to keep focus on our assets and the costs involved. We report by category and subcategory to see where we can improve our performance and also gain insights where we can automate processes.
Pros
- Registration of incidents in detail
- Maintain overview of all assigned and unassigned assets
- Generate detailed reports
- Keep all those involved with an incident or change informed about the sitemap.
Cons
- assigning rights is too extensive, making it very complex to manage this up to date.
- Topdesk has gained so many features that it is difficult for a new user to become familiar with it.
- action sequences remain tricky and certainly not for everyone to understand.
Return on Investment
- We had 20% more incident but resolved it in 40% less time
- The number of unassigned assts has dropped from 13% to 0%
- The penetration of users withing our organisation has reached almost 100% within our organisation.
Other Software Used
Microsoft 365, WordPress, Adobe Illustrator CC
