Item: TOPdesk
Rating: 10
Author: Karl Schuele

Overall Satisfaction with TOPdesk

Support Rating

Perfect Project Management, Excellent Support in terms of Processes, Documentation and user training.

Use Cases and Deployment Scope

We are using TOPdesk to receive IT Incidents and Change Orders from our users in the Offices in Germany, Spain, Italy, Turkey, and Poland.

Users and Roles

500 - We are running TOPdesk for the IT Department to collect the incidents and change orders from our users by mail, phone and personally.

Pros and Cons

Pros

Easy to enter tickets by mail from the users.
TOPdesk could be used directly out of the box.
SaaS makes it easy to setup it up and scales within the region.
Excellent support during and after the go-live by the people from TOPdesk.

Cons

SaaS implementation could be easier if it would be done by TOPdesk as an extra service. My IT department had some difficulties due to lack of knowledge in this area.

Return on Investment

Eases the handling of J-SOX
Replacement of Excel Files
The higher efficiency of technicians
No user request get lost anymore

Service-Now is too heavy and it takes quite some time to get it implemented. It is a tool where the maturity of the organization needs to be more developed. TOPdesk was the perfect package for our organization as it is easy to implement, cost-efficient and comes along with an excellent support by the TOPdesk staff.

Likelihood to Recommend

TOPdesk is well suited if you are implementing your first ticketing tool and/or if your organization is less than 2000 users. Also, if your organization has no high ITIL skill level. The TOPdesk team helps a lot to compensate this.

TOPdesk Feature Ratings

Using TOPdesk

Support Headcount Required

2 - Technicians

Business Processes Supported

Incidents
Change Order SAP
Events

Innovative Uses

Event Management
New Employee
Employee Departure

Future Planned Uses

Asset Management
Self Service Portal
Full Change Management

Likelihood to Renew

Fully satisfied so far with the product and the support.

Other Software Used

Micro Focus ZENworks Suite, ESET Smart Security, IBM Notes

Evaluating TOPdesk and Competitors

Products Replaced

Yes - None, we had no ticketing tool in place before.

Key Differentiators

Price
Product Features
Product Usability
Prior Experience with the Product
Existing Relationship with the Vendor

The tool was already on-premise installed, but not used due to the works council intervention for years. Now we are using it as SAAS version and we could convince the works council.

Evaluation Lessons Learned

No, not at all.

TOPdesk Implementation

Implementation Rating

SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.