TOPdesk

From early engagement to beyond our successful full implementation, a thoroughly positive experience

Kommentarer: It has overall been a really exceptional and rewarding engagement of a software supplier and implementation of their tool.

Fordeler:

Easy to use UX, end-user focused and people-centric, fabulously engaging and innovative implementation consultants, modular building blocks, value for money offering, usable as a cross-organisation service desk, builds upon and improves existing rigour, attracts and converts even the digital wary, brilliant ongoing support and account management ... with us for the journey.

Ulemper:

Although TOPdesk already offers many APIs and integrations, there are some of our more obscure legacy software that required new integration developing, however this is not really truly a representation of TOPdesks very comprehensive offering

TOPdesk: An Extensive ITSM Tool

Fordeler:

Configurability Customizability Support of TOPdesk

Ulemper:

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

Vurderte alternativer: JIRA Service Management

Grunner til å velge TOPdesk: To standardise optimise and automate, while ensuring scalability and ISMS/ISO27001 conformity regarding Change Management and reporting on that

Byttet fra: Zendesk Suite

Grunner til å bytte til TOPdesk: Most integration and workflow options compared to the others. Overall best price value

Not so good experience with the product

Kommentarer: Very bad experience from day one when it had to be integrated and subsequent bad experience with the support. Have given up contacting them.

Fordeler:

That we should not have a server standing with ourselves

Ulemper:

Don't feel there is any support whatsoever for the product. You have to constantly update your browser or close and open your browser as it times out all the time. It is difficult to set up the system the way you would like it to. Not easy to find your way around the system.

Service Management built from the ground up requires a solid software base - This is it !

Fordeler:

The software is easy to use and is modular, which means that you can build your Service Management processes, as and when you require them, especially when you are building new ways of working into your business. If you simply want Incident and Problem Management without Asset Management / Configuration Management / Change Management etc etc, then you can simply use and pay for what you need and then build your software solution, as your Service Management processes mature. The software also gives the user community the opportunity to log requests & incidents via a self service portal which is useful if you want to capture all requests without providing constant 24 hour support. There is also a Knowledge Base which can help the user community to self help on common issues / queries. The software has evolved from a business who live and breathe service and understand customer requirements. The software is supported by consultants who not only understand their own business but take a great deal of time to understand your business - to the point were they feel part of your business. New features are available in stand alone mode when they are being Beta tested (TOPdesk Labs ) before they are released to their customers - They do not simply merge new features into their mainstream products. TOPdesk is a quality solution, supported by quality people and at a very affordable price.

Ulemper:

There are no real negatives with regards to the software. Sometimes creating the reports can be confusing but help is always at hand and once you have written a couple of bespoke queries, it becomes very easy with raw data exports available to create your own charts and report packs.

Easy to manage

Kommentarer: So easy to use and maintain. Also if you contact the TOPdesk service desk there is a very quick response.

Fordeler:

It is easy to make your own environement.

Ulemper:

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