Review: TOPdesk for Outside IT 2014



This independent review is part of our Outside IT Review.

To download the full report as a PDF please visit :


Executive Summary

Elevator Pitch TOPdesk offers ‘out-of-the-box’ service management solutions, with standard configurations and integrations for ease of use
  • Product is already been used by existing customer base for shared services
  • Product appears to be very user-friendly and simple to build upon and develop for varied use
  • Contains many out-of-the-box templates for internal/organisational functions, e.g. ordering company car, request cleaning etc.
  • Sales approach based around assumption of shared services rather than supporting IT to grow collaborative approach
  • Limited marketing and sales focus on ‘enabling IT’ – demo based on standard IT service management (ITSM) application which can then be modified
  • Tailoring/configuration looks relatively complicated and limited for end users
Primary Market Focus Based on the information provided, TOPdesk markets to organisations ranging from small (-100 users) to very large, multi-national customers (10,000+ users)

Commercial Summary

Vendor TOPdesk
Product TOPdesk
Version reviewed 5
Date of version Release 2012
Year Founded 1993
Customers 4000+
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 and SaaS options, hosted by TOPdesk, are available.
Competitive Differentiators
  • Native web-based tool and vendor with broad experience of service implementation across different business areas
  • Licensing structure based on the number of end users rather than system users
  • Product has an excellent ‘multi-tenancy’ approach – a multiple process view to manage shared services across departments and processes – good for field service management and Managed Services Providers

Independent Review

TOPdesk is an established vendor with good global coverage. The solution is primarily used for standard ITSM, but many customers also use the tool for Field Service and Shared Service management.

In The ITSM Review’s opinion, the product looks user-friendly and straightforward to build and develop for varied use. Furthermore, the ‘Forms Design Module’ looks easy to use to build applications with intuitive non-technical skills, which can then be taken forward by people outside traditional IT operational areas.


Marketing is primarily focused on ‘Shared Services’, as well as ITSM/service desk, with limited marketing focus around enabling IT, although strong positioning on ease of use and bespoke Outside IT experience.

Sales Strategy

In our view, TOPdesk could do more to promote the success and evolution of its IT/ITSM customers via collaboration – this would be especially useful as more market players focus on enabling IT. From what we experienced, its sales and demo approach seems to take shared services for granted, rather than exploring current and future needs.

Current Use

According to TOPdesk, 63% of customers are currently using the solution for shared services or Outside IT functionality, with good experience and examples provided of product being used for HR, Finance, Sales and Marketing. Customers currently using the solution outside of IT include KLM, University of Edinburgh, and Calor Gas.

In Summary

We feel that TOPdesk is a good offering for mid-sized organisations for both Service Desk and ITSM requirements. Furthermore, we believe that those organisations who already know what they want to achieve with their Outside IT plans would benefit from this solution. The solution is also an excellent offering for Field Service Management, Manager Services and shared services providers.

A key opportunity for TOPdesk, in our opinion, is to develop and promote more standard non-IT functionality and experience around their offerings, in order to compete with the expanding Service Management market.

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.

TOPdesk offers out-of-the-box service management solutions, therefore standard integrations, configuration and other imports are all covered by the implementation process. Our customers are able to customise their TOPdesk system, by choosing the modules, processes and functionalities they actually require. We aim to reduce service desk agents’ stress and reduce their workload by applying a well-defined, standardised, yet configurable and flexible service management tool. This is why TOPdesk is modular in structure, allowing customers to add new processes as they grow.

TOPdesk offers Enterprise and Professional products meeting requirements of every type of organisation from small businesses to large, multinational companies. The framework for both products includes our revolutionary resource management planner, the Plan Board and the Task Board that displays daily workflow and the intuitive Dash Board for reports and KPIs.”

To download the full report as a PDF please visit :