Websites using Topdesk

Okay, let s break down TOPdesk, covering its overview, revenue, alternatives, pricing, and customer care.

TOPdesk: Overview

• What it is: TOPdesk is a comprehensive service management software solution. It helps organizations manage and improve their IT, facilities, HR, and other service processes. It s designed to streamline workflows, enhance communication, and improve overall service delivery.
• Key Features:
  • Incident Management: Logging, tracking, and resolving incidents quickly.
  • Problem Management: Identifying and resolving the root causes of recurring incidents.
  • Change Management: Managing and controlling changes to the IT infrastructure.
  • Service Request Management: Handling requests for services (e.g., new software, equipment).
  • Knowledge Management: Creating and sharing a knowledge base to help users find solutions.
  • Asset Management: Tracking and managing IT assets (hardware, software, licenses).
  • Self-Service Portal: Allowing users to submit requests, find information, and track progress.
  • Reporting and Analytics: Providing insights into service performance and trends.
  • Workflow Automation: Automating repetitive tasks and processes.
  • Integrations: Connecting with other business applications.
• Target Audience: Mid-sized to large organizations across various industries, including IT, education, healthcare, government, and manufacturing. TOPdesk can be used by IT departments, facilities management teams, HR departments, and any other teams that provide internal or external services.
• Deployment Options: Cloud-based (SaaS) and on-premises.

Revenue

• TOPdesk is a privately held company, so specific revenue figures aren t publicly available. Industry estimates suggest annual revenue in the tens to hundreds of millions of dollars, but this is speculative.

Alternatives

Here s a list of popular TOPdesk alternatives, categorized for easier comparison:

• Major Competitors (Comprehensive ITSM/Service Management):

  • ServiceNow: The market leader, known for its breadth of features and scalability. Typically more expensive and complex than TOPdesk.
  • Atlassian Jira Service Management: Popular, especially for software development teams. Integrates well with other Atlassian products like Jira and Confluence. More flexible and agile focused than TOPdesk.
  • Freshservice: A modern, user-friendly ITSM solution. Good for companies wanting a simpler implementation and more affordable pricing.
  • Ivanti Service Manager: Another established player in the ITSM space, offering a wide range of features.

• Mid-Market Alternatives (Similar in Scope to TOPdesk):

  • HaloITSM: Aims to balance power and ease of use, competing directly with TOPdesk on features and price.
  • InvGate Service Desk: Offers a solid set of ITSM capabilities with a focus on usability.
  • SolarWinds Service Desk: Integrated with SolarWinds other IT management tools.

• Simpler/More Focused Alternatives:

  • Zendesk: While primarily known for customer support, Zendesk can be used for internal service management as well.
  • Zoho ServiceDesk Plus: A more affordable option, especially for smaller businesses.
  • ManageEngine ServiceDesk Plus: Similar to Zoho, good for smaller organizations or those needing a basic ITSM solution.

• Open Source Alternatives:

  • OTRS (Open Technology Real Services): A powerful, customizable open-source ITSM solution. Requires more technical expertise to set up and maintain.
  • GLPI: Another open-source option with a focus on IT asset management.

Choosing an Alternative: Consider your organization s size, budget, IT maturity, specific needs, and technical expertise when selecting an alternative. It s highly recommended to try out demos or free trials of several options before making a decision.

Pricing

• TOPdesk s pricing is not publicly available. They use a customized pricing model based on:
  • Number of Users/Agents: The more users who will be using the system, the higher the cost.
  • Modules Selected: The specific modules you need (e.g., Incident Management, Change Management, Asset Management) will affect the price.
  • Deployment Option: Cloud-based vs. on-premises deployments may have different pricing structures.
• How to Get Pricing: Contact TOPdesk directly for a quote. Be prepared to discuss your specific requirements and the number of users.

Customer Care Details

• TOPdesk emphasizes customer support and aims to provide a high level of service. Here s what to expect:
  • Support Channels:
    • Phone Support: Typically available during business hours.
    • Email Support: A standard way to submit support requests.
    • Online Portal/Knowledge Base: A self-service portal with documentation, FAQs, and troubleshooting guides. TOPdesk has a strong knowledge base.
    • Community Forums: A place to connect with other TOPdesk users and share knowledge.
  • Implementation and Training: TOPdesk offers implementation services and training to help customers get started.
  • Account Management: Typically assigned an account manager to help with ongoing support and to understand their needs.
  • Response Times: TOPdesk typically advertises strong response times. However, expect that the response times will vary depending on the support package purchased.
• How to Contact Support:
  • Website: Visit the TOPdesk website and look for the Contact Us or Support section.
  • Phone: Find the appropriate phone number for your region on the website.
  • Email: The support email address is usually available on the website.
• Reputation: TOPdesk is generally regarded as having good customer support, particularly compared to some of the larger, more impersonal ITSM vendors. This is a key selling point for them.

In Summary

TOPdesk is a solid service management solution, particularly well-suited for mid-sized to large organizations looking for a comprehensive and user-friendly platform. While its pricing isn t transparent, its emphasis on customer support and a strong feature set make it a worthwhile consideration. Remember to carefully evaluate your specific needs and compare it to alternatives before making a final decision.