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On TOPdesk administration and ITSM
What we run into while administering and configuring ITSM environments, written down without the sales pitch. On outsourcing, on processes that exist only on paper, and on why smaller organisations are usually better off with three working processes than with a complete ITIL model.
TOPdesk Robin and AI readiness: keep knowledge items current
How Robin and other AI features use your knowledge items, and what to do with the four categories of the score.
Read the articleTesting and switching on the new TOPdesk SelfServicePortal
How to test the new SelfServicePortal first and then switch it on for everyone.
Read the articleMail import in TOPdesk: preventing duplicate calls
Why a reply sometimes becomes a new call, and what to set in the mail import to prevent duplicate calls.
Read the articleTOPdesk API integrations: account, permissions and testing
What to arrange before another system creates calls or changes in TOPdesk.
Read the articleEvents and actions in TOPdesk: five automations
Five automations to start with, and what to arrange before they go live.
Read the articleTOPdesk administrator leaving: how to secure the knowledge
What to record before your only functional administrator leaves, and how to carry on afterwards.
Read the articleTOPdesk integration with Entra ID and HR: joiners to leavers
Which import routes TOPdesk offers, and how to align joiners, movers and leavers with them.
Read the articleKeeping up with TOPdesk releases: what to check per update
How TOPdesk rolls out updates, and five steps to check what each release means for your own configuration.
Read the articleChange management in TOPdesk: start light, extend later
Which choices to make beforehand, and how to extend without making the process heavier than the changes themselves.
Read the articleMigrating to TOPdesk: what to settle in advance
Which basic data to bring across, what to set up afresh in TOPdesk, and how to handle the cutover.
Read the articleAureaDesk: why we built our own dashboard for TOPdesk
What it does and does not do, and when a dashboard pays for itself.
Read the articleSmart workflows in TOPdesk: what automation solves
Why most of the gain comes not from AI, but from rules that were never set up.
Read the articleAsset management in TOPdesk: control without logging it all
Why the scope of your register matters more than its completeness.
Read the articleWhat is AI automation within ITSM?
The difference between rules and models, and what needs to be in place before you start.
Read the articleOutsourcing TOPdesk administration: when it pays off
What an in-house administrator really costs, and at what size outsourcing starts to pay off.
Read the articleStreamlining ITSM processes in five steps
From fragmented processes to one working chain, without starting a large ITIL programme first.
Read the articleITSM for smaller organisations, without a large budget
Which three processes to set up first when you have no IT department of your own.
Read the articleOur articles about reporting in TOPdesk
- Reviewing paid operator licences in TOPdesk
- SLA reporting in TOPdesk: behind the percentage
- Monthly service desk report: what goes in it
- TOPdesk Reporting Hub: what is in it today
- What the TOPdesk API does and does not return
- Wallboard with TOPdesk data: what goes on it
- Glossary of TOPdesk reporting terms
An hour on your TOPdesk environment?
The TOPdesk quick scan is free of charge and without obligation, once per organisation: an online session of about an hour in which we walk through your environment together. You leave with concrete improvement points, even if you buy nothing further.