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We use it in Edinburgh on quite a large scale.
We have a thousand registered users - registered operators that is,
with 600 simultaneous operators on a typical day.
That's from a range of different areas,
from information services and computing support
to our finance department and estate and building staff.
We have a global service desk.
We support three countries: the United States, the Netherlands and the UK.
We've got twenty-four by five support,
so we're using it for Incident, Change and a little bit of Problem Management.
We're using it for Asset Management as well.
we've got our assets in a global CMDB.
So that's our basic usage between all three countries.
We set up a workflow process using Incident Management.
Everbody is informed when a new starter's starting.
HR have their bit, the new line manager, IT and Facilities.
All that information is put together and sent out as an email.
We use that system so that when a new starter starts, everything falls into place.
So everything they need is already there.
Given its price range, the search facilities and the reporting mechanisms
are much better that products that are much more expensive
and rely on additional tools in terms of helping them provide the reports
that come out of the box with TOPdesk.
You can actually train someone within your ordinary team
to use the reporting tool and get the sort of MIS that they want to see
that proves the value not only of the tool, but also of the products that they're supporting.
It's great to have a tool that scales well and is able to deliver the kind of performance
we need to offer world-class support to our users in a single solution,
and being able to pass support queries across the entire organization
and work together to deliver a really good service.
We were looking for something that would help us improve our service.
The tool that we were using just didn't help us manage the service,
didn't help our operators process incidents in a way that we wanted them to
and exchange information, which a good tool would help you to do.
So TOPdesk gave us a mix of service improvement and affordability
that we weren't able to find anywhere else.
All the partners from UniDesk use the tool in a different way
that suits their own requirements but what's great about what TOPdesk
delivers for us and what we're able to offer for all the partners
is we have a shared common standard we get to share our best practice
and develop a process that really meets the needs of higher education.
It's such a flexible tool
and it's growing even more flexible to really meet the needs of our users
and how we use it each institution.
It's great to see.
The quality of the consultants, I think, is paramount, and their flexibility.
I've had experience of other tools where people have not been so flexible
and the projects have been much harder, and as a result, a lot more expensive.
So those would be the fundamental differences that stand TOPdesk out from other products.