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TOPdesk consultancy: configuration, optimisation and process improvement
For organisations that want to configure, optimise or specifically improve TOPdesk. With over twelve years of experience in TOPdesk and ITSM we deliver TOPdesk projects for organisations across the across Europe, remotely.
Not every question belongs in a subscription. For one-off work — configuring a module, building an integration, migrating from another ITSM tool — we work with prepaid hours or with a project plan with an estimate agreed up front.
What we do
Configuring modules and process flows
Ticket management, change management, self-service portal, knowledge base, asset management and CMDB, contract and SLA management, reservations, planning board. We design the process flow — incident, change, SSP — and configure it. From an empty module to something people actually use.
Automation with Events & Actions
Automatic assignment by category, escalation when an SLA is at risk, confirmations, status transitions, requests turned into tasks. Plus mail import and triggers.
Integrations through the API
Joiners, movers and leavers from your HR system, users and groups from Entra ID, alerts from monitoring, assets from an external source. One-off imports and continuous synchronisation.
Migration to TOPdesk
Moving from another ITSM tool: mapping the data, cleaning it, matching it, a trial migration, verification and the final cutover. Including what you deliberately leave behind.
Reporting and dashboards
Reports that match what actually happens, and a dashboard you can steer on instead of an export that has to be rebuilt every month. If you would rather not build that yourself, AureaDesk is our own hosted dashboard on your TOPdesk data.
Self-service portal
A self-service portal people actually use: forms they understand, a knowledge base that answers the question, and a structure that matches how people phrase things. That removes tickets at the front door.
Asset management and CMDB
Hardware, software and licences in view, linked to Entra ID and your endpoint management so the register keeps up. Including the decision on what you do and do not record — that is what it stands or falls on.
Training key users and administrators
A 90-minute theme session on a single topic, or a four-hour training session for up to six participants. Always in your own environment, never in a demo environment of ours.
Change proposal
You describe what you want; we send a worked-out proposal with an hour estimate and a start date within two working days. Approved, and we begin. If you have a prepaid bundle, we can start immediately without a quotation.
- Proposal within 2 working days
- Fixed hour estimate, no overruns without discussion
- With a prepaid bundle: start immediately
Project plan
A plan with phasing, delivery milestones, what we need from you, and an estimate. During delivery we hand over working pieces rather than everything at the end.
- Quoted within 5 working days
- Additional work flagged in advance, never after
- Interim deliveries you can check
Questions about projects
Do we need a subscription to have a project done?
No. Projects and prepaid bundles are separate from Managed Services. In practice it often happens in that order: an organisation has a module configured or a migration done, and then decides the administration would be better outsourced too. But it does not have to, and we do not tie them together.
What if the project overruns?
Within the agreed scope, overrun is our problem: the estimate is ours. If the assignment grows — you want something added along the way, or work surfaces that neither of us foresaw — we flag it before we do it and write a separate proposal. It never appears silently on the invoice.
How long is a prepaid bundle valid?
Twelve months from purchase. Hours left over after that expire, which is why we recommend starting small and topping up rather than the other way round.
Do you work together with TOPdesk itself?
We are an independent service provider and not affiliated with TOPdesk. That means we will also say when a module is not the right solution, or when a licence upgrade is not needed. Where it helps we do liaise with TOPdesk Support, and we do that on your behalf.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free and without obligation: one 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.