"More than just a service management application"

"TOPdesk Enterprise is intended for large organizations (with more than two thousand employees); however, it is also an excellent option for smaller organizations. The package contains no excess of functionality but covers many activities. Its plus points are that it can be implemented in various languages and that the terms and screens used are simply phrased. In this way, those less familiar with IT can understand what is going on. Other strong points include the affinity with ITIL, the simple way it works and the number of reports that can be made using the report wizard. Investment in hardware is limited to the purchase of a ‘standard server’."

This is the conclusion of a recent article in the Dutch IT Beheer Magazine. The IT Magazine reviews TOPdesk Enterprise and highlights several unique features of the application; from reports and the Self Service Desk to adjustability of the software.

The full text of the article can be downloaded here. Below is a summary of the article:

More than just a service management application

"TOPdesk Enterprise, which has already been implemented more than four hundred times, shows that TOPdesk as a firm has its own vision and follows trends in the market. It is more than simply a service management application based on ITIL. All in all TOPdesk Enterprise is comprised of a complete set of modules; ... the additional modules and their integration with each other make it easy to exchange information about processes and departments, and to locate data.

Reporting

The inbuilt powerful and simple report wizard allows you to easily compose queries, whereby various types of reports can be obtained. The steps in the report wizard are very clear; the user does not require knowledge of query tools or query techniques to generate the desired reports. This report wizard is an ideal resource to execute fast and thorough problem analyses (Problem management) or to discover trends in incidents.

The linking possibilities in TOPdesk, in combination with the method of retrieving and converting information make TOPdesk SOx compliant. This means that the requirement to be able to demonstrate how problems arise or are being resolved can be met – a washout for auditors, who as a result will not be left with many recommendations or points of improvement.

Self service

Another fine and well thought-out feature is the Self Service Desk. This is a web-based application whereby end users (not the IT specialist) can create incidents themselves, make change proposals, place orders, make reservations or consult the Knowledge base. There is no doubt that this functionality has a high service level. The end user does not have to wait in line when calling the help desk, he or she can follow what is happening with the call, etc. This feature also offers a large advantage for the organisation, allowing you to work with a limited number of help desk employees. Thanks to the user-friendliness and the language settings (available in the browser), the application is very easy to understand.

Implementation and adjustability

TOPdesk’s own consultants install and implement the software. ITIL training and coaching programmes are also of importance. The compact structure of TOPdesk, and the uniformity of screen layout and exchange of data in the processes results in a stable and well manageable environment. At TOPdesk “listening to the client” is of utmost importance. The results of this are evident in TOPdesk Enterprise.

TOPdesk application

Three applications of TOPdesk are available: lite (always written in lowercase), Professional and Enterprise. The lite application is the simplest of the three, offering the least possibilities. However, for a small company that only wishes to deal with straightforward registrations, it is user-friendly and comes at a very attractive price. TOPdesk Professional and TOPdesk Enterprise do not differ much in terms of functionality, but the technology behind the Enterprise application is state of the art. This version also offers a couple of extras, which make it, together with the up-to-date technology, an attractive choice."

IT Beheer Original publication (in Dutch) in: IT Beheer Magazine