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Review: TOPdesk for Change, Configuration and Release

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Logo TOPdesk Service Management Simplified CMYKTOPdesk

This independent review is part of our Change, Configuration and Release Review.

Executive Summary

Elevator Pitch TOPdesk 5 is a visually pleasing and easy to navigate tool.TOPdesk’s modular structure accommodates a wide range of requirements from different-sized organisations. All products include extensive reporting options, clear overviews and a handy Plan Board for planning resources.Web-based hosted as a service, or on-site Service Management software, TOPdesk has made the transition from IT into Facilities Management and HR.
Strengths
  • Tabbed working (ability to have more than one active record open at a time)
  • Attractive GUI which helps make the product simple to use and requires no coding experience
Weaknesses
  • Form Designer is only available to customers in the Enterprise version
  • No drag and drop capability on change/release calendar
  • Blackout and maintenance windows not created against Configuration Item (CI) or Service but instead in the Event and Actions module
Primary Market Focus Based on the information provided, TOPdesk markets to organisations ranging from small (-100 users) to very large, multi-national companies (10,000+ users)

Commercial Summary

Vendor TOPdesk
Product TOPdesk
Version reviewed 5
Date of version release 2012
Year founded 1993
Customers 4,000+
Pricing structure The licensing structure is based on the number of end users that the customer wishes to support with the software. This structure allows customers to have an unlimited number of agents, operators and technicians working on the tickets themselves.Both on-premise installations and SaaS options, hosted by TOPdesk, are available.
Competitive differentiators
  • Shared Service Management and One-Stop-Shop application integrates multiple support processes into a unified system, which can be used by multiple departments either coupled with IT or independently within the business
  • Licensing structure is based on the number of end users rather than operators
  • Comprehensive and modular solution that allows customers to add new processes as they grow

Independent Review

With a modern and attractive interface TOPdesk 5 will likely appeal to the wider business, as well as IT, due to its differing from the usual use of the Windows Explorer-style in favour of a more intuitive GUI.  Whilst most ITSM tool vendors are now looking at ways to enable the integration of their tools outside of IT, in my opinion TOPdesk has been involved in leading the way in a shift towards Enterprise Service Management (ESM).

Our impression of the tool is that the Enterprise edition would be suitable for organisations with a basic to moderate maturity of change/release process with low to medium volume.  The choice to create actions in the Event and Alert module to notify of blackout and maintenance windows after the change has been requested, seems like an afterthought, and is the primary reason why we would not recommend the tool to organisations with a high maturity of change/release.

Without Form Designer, which lets you design your own forms ensuring you gather the correct information, the Professional edition lacks, what we believe, should be basic functionality. However, the processes link well together and the GUI is intuitive, with the ability to create new changes etc. from most areas without the need to navigate away from the current page.

In ITSM Review’s opinion, TOPdesk 5 is a solid ITSM tool, but unfortunately change and release is not its strongest area.  Our recommendation to TOPdesk would be to add Form Designer to its basic offering and to make a few changes to the change calendar (such as: creation of changes from calendar view and drag and drop of change requests) as well as to revise how maintenance and blackout windows function in all editions. This would then ensure that the tool is better suited to organisations with more complex change/release requirements.

General

As with a number of other tools included in this review, TOPdesk 5 combines release with change and the Project Management module (available to Enterprise customers) can also be used to plan releases.

TOPdesk has two offerings: Professional (basic) and Enterprise (standard). The Professional package allows customers to choose the modules, functions and processes that they require, paying only for what they need but with the flexibility to add new processes as they grow. However, as not all modules are available in Professional, should you wish to implement telephony integration, log or update calls on the go, or run surveys for continuous improvement then you will need to upgrade to the Enterprise offering.

TOPdesk states that Change, Configuration and Release are offered as part its Enterprise package. However for potential customers investigating capabilities, we feel that the website lacks clarity as to the inclusion of Configuration and Release as part of its offering. Furthermore, in our opinion little information is provided as to what functionalities can be included as part of the Professional package. It is therefore our recommendation that potential customers contact TOPdesk directly to discussion their Change, Configuration and Release requirements.

Change

As with the other processes in TOPdesk 5, change is easy to access from every screen.  The change record can be linked from incidents, problems, known errors etc. and provides a very good overview of the history of the issue. Change workflow can be configured to create a variety of change types dependent upon the processes an individual organisation has set up.

Configurable dashboards make change management easy to monitor with various widgets available to show you the relevant information you need, such as all current changes awaiting approval etc.  Dashboards can be set on a role-by-role basis giving an “at a glance” view to workload.

Although there are no change templates available out-of-the-box, TOPdesk states that these can be easily created by the customer and copied.

If your role requires you to wear more than one hat i.e. not just Change Manager, then TOPdesk 5 could be useful to you.  TOPdesk 5 has tabbed working that means that you can work on other areas (such as raising an incident) even if you are in the middle of creating a long and complicated change.  This is something that we personally feel is missing from a lot of tools in the market offering Change, Configuration and Release, and is an extremely useful component not just in change but all aspects of working in a busy IT department.

Configuration

For discovery and inventory within TOPdesk you can either use the additional network scanning tool “TOPsis” or integrate with a third party application.  There is also a Barcode scanner module available to Enterprise customers, which enables you to scan a room and attach labels to an item or object, with all relevant data being sent to directly to TOPdesk.

CI forms are fully configurable within Form Designer . The Form Designer allows customers to design forms for calls and requests for change, enabling them to determine which information must be filled in. Whilst Form Designer is part of the Enterprise package, we were surprised to find that this basic functionality is not included as part of the Professional edition. With many other tools containing similar functionality to Form Designer as part of their basic offerings we believe that TOPdesk needs to revisit its decision to not include Form Designer as part of its basic package.

The links wizard allows CI’s to be linked to changes, incidents etc. and each CI has a tab showing a trail of all operation changes.  It is possible within this tab to access all linked records by double clicking or single clicking for a quick overview.

Calendar    

Although TOPdesk 5 does not have the most basic of change calendars it’s not the most advanced either.

Creating blackout and maintenance windows is not as straightforward as it could be.  Rather than creating a window against a CI or a Service that would show on the calendar, these need to be created within the Events and Actions module (available in all versions), which triggers an email after submission dependant upon the parameters set.  We don’t think that it would be an inconvenience if you could go straight to the calendar, check the dates and then create the change from there, but unfortunately this is also not possible.

We feel that were we customers of TOPdesk, we would be frustrated by the toing and froing required to check dates and create requests.

There is also no drag & drop capability for changes on the calendar.  This is certainly by no means a deal breaker, but in the interest of making life as easy as possible for the user this is a possible enhancement TOPdesk could make in the future.

Approvals

Multiple activities can be created within a change, with different tasks involved that have specific time constraints.

Approvers and evaluators of changes can be person or role based.  There are fully customisable drag and drop workflow approval paths, which can be as simple or as complex as your organisation requires with the option for single and CAB approval.

Notifications or emails are automatically sent to approvers with details of the change request and these can be responded to via email or within the tool itself.

In Summary

If you are a purely reactive IT organisation, of basic to moderate maturity, with a low to medium number of change requests, then the Enterprise offering of TOPdesk 5 would be a suitable candidate for your organisation.

In Their Own Words:

TOPdesk develops ITIL-aligned Service Management Software for IT, Facilities Management, and eHRM helpdesks and is among the top five service management tools offered worldwide. Our award-winning solution, along with our ITIL verified consultants and outstanding customer support has helped over 4,000 unique customers to process questions, complaints and malfunctions. With over 20 years of service management experience, we have assisted businesses, to optimize their services with our 100% web-based and user-friendly application. TOPdesk’s modular structure accommodates a wide range of requirements from different sized organisations. TOPdesk can be hosted as a Service or can be installed on-site. All products include: extensive reporting options, clear overviews and a handy Plan Board for planning your resources. Every day, millions of users across 47 countries trust in TOPdesk as their service management solution. Raising your service levels and reducing your workload and costs have never been easier.

Screenshots

This independent review is part of our Change, Configuration and Release Review.




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