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Specialist TOPdesk (SaaS) applicatiebeheer & business consultancy at a tech services company with 11-50 employees
Real User
Service management solution with good incident management and good technical support
Pros and Cons
  • "The most valuable feature of this solution is the incident management module."
  • "Change management implementation, facility management, and making reservations on assets can be improved."

What is our primary use case?

The primary use case of this solution is for IT service management in many different companies. 

I am mainly an application manager, but also an end-user. Most of my experience is with governmental organizations and many service providers.

What is most valuable?

The most valuable feature of this solution is the incident management module.

What needs improvement?

Change management implementation, facility management, and making reservations on assets can be improved.

In the next release, I would like to see more artificial intelligence algorithms within the software. This would have more self-learning capabilities and additional features. 

For how long have I used the solution?

I have been using this solution for seven years.

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October 2024
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What do I think about the stability of the solution?

This product is stable and we have not had any issues.

What do I think about the scalability of the solution?

It's a scalable solution.

How are customer service and support?

Technical support is great and we have not had any issues with them.

How was the initial setup?

When you are deploying on-premises, you need assistance from DBAs or system administrators. Depending on their availability, it can take three days to have it up and running.

When you are using SaaS, deployment can be done within a few hours.

Most of the time is needed for implementing your procedures or incident management, and change management. You have to figure out all of the settings so that the product will fit your company. That will take more time.

What's my experience with pricing, setup cost, and licensing?

The pricing module in my opinion is good. It suits small companies as well as large enterprises.

For much smaller companies, it may be priced too high.

Compared to other products in this segment, I think that they are priced well and not too expensive.

What other advice do I have?

I would recommend this solution mainly because I am experienced in administrating it and I cannot compare it with other products, such as Jira.

If you are considering TOPdesk, I would say go for it. Absolutely.

I would rate this solution an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: partner
PeerSpot user
Victor van der Vring - PeerSpot reviewer
Victor van der VringCustomer Satisfaction at a tech company with 501-1,000 employees
Vendor

Hi Ludo, thank you very much for sharing your experience. We really appreciate it!

Victor van der Vring
TOPdesk Quality Assurance