TOPdesk

TOPDesk Toppakket

Opmerkingen: Door alle IT aanvragen via TopDesk te laten verlopen hebben we bij IT inzicht gekregen in de support aanvragen die we binnenkrijgen en de hoeveelheid tijd die nodig is om ze op te lossen. Dit is erg waardevol voor onze organisatie.

Pluspunten:

TOPDesk is wat mij betreft één van de fijnste ticket systemen waar ik mee heb gewerkt. Gebruikers kunnen eenvoudig tickets loggen, waarbij ze toch gedwongen worden de benodigde informatie mee te sturen. Daarnaast werkt de onderliggende workflow erg prettig om tickets te verdelen naar de juiste personen.

Minpunten:

Kennisitems zijn niet altijd zichtbaar voor alle gebruikers. Het is mij niet duidelijk waarom dit onderscheid wordt gemaakt.

Functioneel registratie en raportage systeem

Opmerkingen: Zeer tevreden mee

Pluspunten:

Mogelijkheid voor web en desktop variantMogelijkheid voor raportage en analyse

Minpunten:

Verschillende modules moeten appart gekocht worden.

Prima product

Opmerkingen: Prima bedrijf, laagdrempelige communictie en fijne support

Pluspunten:

Gebruiksvriendelijk, overzichtelijk en duidelijk

Minpunten:

Assetmanagement nog niet goed doorontwikkeld

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

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

Pluspunten:

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.

Minpunten:

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

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

Pluspunten:

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.

Minpunten:

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.