TOPdesk

Avantages

Flexibilty and ease of use for endusers.

Inconvénients

Sometimes to much flexibility and thus complex to manage.

Avantages

TOPdesk is very easy to implement. It can come with a best practice set-up if you like. The consultants I worked with were great but with a bit of learning you can do a lot of things yourself aswell. Compared to some competititors (ServiceNow for example) it doesn't feel like they try to bleed you dry with consultancy hours.

Also the asset management module is awesome, fully customizable and API based. And although the actions and action sequences are a bit harder to learn, once you master them the options for automating are endless.

Inconvénients

No cons yet. Although the reports can be a bit meh, but you can connect to PowerBI or something similar through the OData feed.

Alternatives envisagées 

Pourquoi choisir TOPdesk 

Logiciel antérieur 

Pourquoi passer à TOPdesk

Avantages

Simple user interface and easy to implement with minimal prior knowledge.

Inconvénients

Back end can be a bit clunky and limited in terms of analytics. Best solutions is to push data out to analyse. The options for personalising the self-service portal are somewhat limited.

Alternatives envisagées 

Pourquoi passer à TOPdesk

Avantages

Creating and following requests works great. Also the self service portal is very useful in the organisation to submit a request to the correct departement.

Inconvénients

Configurating the Self Service Portal could be more flexible. For example field becoming visible on other fields and the formatting of fields.

Avantages

Simple to use, lot's of easy to use buttons to navigate. With templates and best practices

Inconvénients

It's just a platform that simplifies life at the IT service desk. People can drop their requests and tickets and the IT service desk can solve them. For assetmanagement is this platform not good enough.

Avantages

Configurability
Customizability
Support of TOPdesk

Inconvénients

No option to give users/clients a way to create their own account to access the SSP

Alternatives envisagées 

Pourquoi choisir TOPdesk 

Logiciel antérieur 

Pourquoi passer à TOPdesk

Avantages

Look and feel, easy to use. Team cooperation

Inconvénients

Some features cannot be customized (saas)

Avantages

Implementation and amendment in the way you (and your organisation) you like

Inconvénients

The windows are changing, so you cannot use your printscreens anymore

Alternatives envisagées 

Pourquoi passer à TOPdesk

Avantages

It's a very stable application and there's a good ondersteuning

Inconvénients

Some of the modules are not very userfriendly

Avantages

Very customisable to suit any purpose so we can create many branching categories for escalation and redirecting requests

Inconvénients

Can be a little un wieldy if you have many different categories for end users to find what they need

Avantages

It's easy to use, very user friendly and to configure flows and design a self service portal.

Inconvénients

That features to connect topdesk with azure are not standard

Avantages

Easy to use and implement. Easy to get support

Inconvénients

At the moment I really could not say that

Avantages

Self Service Portal works perfect for users

Inconvénients

Combination of workflows to 1 change does not work

Avantages

It is easy to make your own environement.

Inconvénients

Nothing really! We are very happy with the use of the modules we use.

Avantages

The ease to learn the basics of the software

Inconvénients

Sometimes i am missing some documentation about certain cases. But overal i can find what i need else i will contact the service desk.

Avantages

It's ease of use, not just for the customers, but for operators too.
Its easy to customize for your organization.
Constantly under development and they listen to the requests of their users.
The New Asset Management Module is easy to use and customize. This has been a great innovation and development.
Great customer support, which is really important.

Inconvénients

Its modular based and this can bump up the initial price if you require other modules.
The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly.
The Forms module has been a great free addition, but it needs more work on to be fully functional, templates could have been provided.
Change Management module can be very daunting to use.

Avantages

Does what is says on the virtual tin - the modules are well designed and fit for purpose and allow for customisation's when rarely needed. The software can grow with your own needs as and when needed making it a great return on investment and is not limited to 'just a insert team name here' system allowing for integrated processes and oversight end-to-end. The expansion into allowing microservices to bolt onto TOPdesk via the marketplace only add more value.

Inconvénients

Its very minor but being able to save a complex form component - it would be great to save a small number (3 max) of complex built form components that can be re-used on other forms rather than having to rebuild it each time its used. e.g. long drop downs just for speed, consistency and efficiency.

Avantages

This was a very big jump from our previous Service Desk management tool. It is very fast, has many features, is easy to use and has many different escalation routes. This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload. The deadline function is also super helpful as it allows you to see when something needs to be seen to urgently. Finally, I love the fact that the search feature is very dynamic and very fast which enables analysts to search very quick for a ticket.

Inconvénients

The worst part about topdesk, is learning how to use it. Most people will love their experience with using it, however, getting to grips with it can be daunting and off putting. There is no easy way out though and it does require very basic minimal technical knowledge.

Avantages

TOPdesk is very easy to use. The software is full of useful functionalities. In addition, it is possible to retrieve the correct data from TOPdesk. Furthermore, the TOPdesk developers are continuously working on improving the product. This is very nice. TOPdesk is suitable for both large and small companies.

Inconvénients

After the last update, TOPdesk has some preformance problems. However, the developer is busy fixing this and they are well on their way.

Avantages

Attended the Manchester office for training to improve our knowledge of the system. Will was an excellent tutor who explained the system in simple terms at an acceptable pace. The software is extensive and simple to navigate where we were able to find solution to all the tasks such as standard forms for easy entry of issues and requests along with the production of reports.

Inconvénients

Nothing that I can think of.............

Avantages

Change Management is a nice product for automate processes for onboarding for new Employees en company Assets

Inconvénients

To set your specific function is sometimes difficult.
With help of TOPdesk support you can set a lot of functions. They are very helpfull.

Avantages

Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call

Inconvénients

The tools for configuring events and actions need improving, especially the tool for events which, whilst very powerful, is cumbersome to use when configuring event criteria

Avantages

What appealed particularly was the Tabbed GUI. This makes working on Parallel tasks much easier. In addition the comprehensive feature list covered both the needs of out IT SUpport Team and our Facilities team.

Inconvénients

The restriction to just 2 levels of an item. e.g. Main and Sub Category, Branch and Sub Branch. However we have manage to work around it.

Avantages

Flexibility within the tool, vast array of modules.

Inconvénients

Project management could do with expansion to support more agile approach

Avantages

The UI of Topdesk is one of the best & modern UIs that I have seen, the ability to have tabs within a single Topdesk page helps operators to have multiple calls open simultaneously. The API provides an easy way for bulk updates to items in TopDesk to be applied.

Inconvénients

Duplication of workflows for events and actions between 1st and 2nd line call management, would be nice to be able to have shared events/actions that are consistent between both 1st & 2nd line calls.