Tool
TOPdesk Excellent
Certified Version:
October 2022
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The software solution at a glance
TOPdesk is a 100% web-based service management tool that can be purchased as software as a service or hosted on-premises on your own servers.
In the spirit of continuous deployment, TOPdesk provides regular upgrades and updates to ensure that our customers’ systems are always up to date. All settings and customizations are applied during the upgrade and do not need to be saved again.
A TOPdesk consultant will assist you with the initial implementation and setup of TOPdesk. After implementation, you should be able to administer your system independently and make further adjustments without support from TOPdesk. Basically, settings and adjustments within the system do not require any programming knowledge.
Using the REST API programming interface provided, you can create your own interfaces and connect existing third-party tools, either independently or with the help of your consultant. TOPdesk also supports the establishment of enterprise service management (ESM). This is intended to serve as a central point of contact for incident reports, complaints or requests to the IT, facility or HR departments, for example. ESM gives you the opportunity to standardize similar processes from different areas of your organization and significantly increase your service quality in the long term. TOPdesk offers the ideal solution for efficient enterprise service management.
From development, sales, implementation to support, everything is in your own hands.
Certifications
Certified Practices
- Change Enablement
- Incident Management
- Information Security Management
- Knowledge Management
- Measurement & Reporting Management
- Monitoring & Event Management
- Problem Management
- Relationship Management
- Service Catalogue Management
- Service Configuration Management
- Service Continuity Management
- Service Financial Management
- Service Level Management
- Service Request Management
- Supplier Management
Licensing Models
- Named user license
Operating Models
- On-Premise
- Public Cloud (International)
Available languages
- English
- French
- German
- Italian
- Polish
- Spanish
- more
Where is the software used? - References
TOPdesk is aimed at companies of all sizes across all industries. The Essential, Engaged and Excellent products are used by everything from small businesses to multinationals.
TOPdesk is used, for example, in the following sectors: cities and municipalities, universities, hospitals, manufacturing, banks, insurance companies, the automotive industry and retail.
TOPdesk Essential is ideal for the first step towards professionalizing the helpdesk. TOPdesk Excellent is the most powerful version, meeting the highest demands for IT service management according to ITIL. It is possible to start “small” with TOPdesk Essential and later upgrade to one of the larger packages (Engaged or Excellent). Since only the license needs to be exchanged, an upgrade can be done at any time and very easily.
The software has its origins in classic helpdesks and IT departments. As enterprise service management software, TOPdesk is also used for shared services in order to collaborate across departments.
Customer references can be found here:
Always up to date - training courses
TOPdesk offers various practical standard training courses. The agent training forms the basis for independent work with TOPdesk. Groups of up to 10 users learn how to work optimally with TOPdesk. The first step is a live presentation of the tool by the consultant. Your individual TOPdesk instance is used for this purpose. Afterwards, the training participants solve exercises and directly implement what they have learned.
The application managers (administrators) are already fully involved during the implementation and learn the necessary know-how about the application. Therefore, subsequent application manager training is usually only necessary if an employee changes or a new application manager joins the company. This takes between half a day and a day.
In the API and action sequences training, participants learn the basics of the TOPdesk API. In the process, they design and test their first API calls themselves.
In addition, TOPdesk offers update training, which is aimed at customers who already know TOPdesk and need to be informed about new features.
In addition to the standard training courses, it is also possible to book individual training courses for individual modules, such as change management.
The trainings take place within your organization or via remote appointment.
Do you need help? - Support
Our technical specialists are available Mon – Thurs from 8:30 am – 5:30 pm and Fri from 8:30 am – 5:00 pm. Support is provided in German by our colleagues in Kaiserslautern. Customers can submit their requests by phone, e-mail or via our My TOPdesk portal. In My TOPdek, customers can also access important information such as our own knowledge database.
Basically, TOPdesk Support works with two priority levels (high priority and standard priority). Based on your information, TOPdesk Support assigns a certain priority to your incident and acts accordingly.
The standard priority concerns all incoming incidents where your instance is still usable and the operation is not completely stopped or has to be stopped.
- Response time: 8 hours
- Resolution time: 75% within one business day
The “high priority” assumes that TOPdesk cannot be used – both in on-premises and SaaS operation. All incoming requests, whether from on-premises or SaaS customers, are handled or processed by Support with the same priorities.
If it is a high priority incident, it is important to contact TOPdesk Support by phone. For example, initial login to TOPdesk is not possible or your TOPdesk environment is unavailable. As soon as TOPdesk determines that a SaaS environment cannot be reached, a high priority incident is published in the “My TOPdesk” customer portal.
TOPdesk monitors the availability of productive SaaS environments around the clock, seven days a week.
- Response time: within 15 minutes
- Resolution time: 75% within 30 minutes
Manufacturer
TOPdesk Deutschland GmbH
Hertelsbrunnenring 24
67657 Kaiserslautern
Germany
YOU NEED HELP WITH TOOL EVALUATION?
Software solutions are important for the successful implementation of service management processes in practice. The right tool ensures that people accept and can apply the processes. Take advantage of our years of experience and absolute neutrality when it comes to evaluating the right ITSM or PM software solution.