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TOPdesk consultant for configuration, optimisation and process improvement
For organisations that want to configure, optimise or specifically improve TOPdesk. With years of experience in TOPdesk and ITSM we deliver TOPdesk projects for organisations in the Netherlands and beyond.
Not every question belongs in a subscription. For one-off work, such as configuring a module, building an integration or migrating from another ITSM tool, we work with a prepaid bundle (10, 25 or 50 hours) or with a project plan with an hour estimate up front.
What we do as a TOPdesk consultancy
Configuring modules and process flows
Ticket management, change management, SelfServicePortal, knowledge base, asset management and CMDB, contract and SLA management, reservations, planning board. We design the process flows and configure the modules so that they match your day-to-day practice.
Automation with events and actions
We handle assignment by category with the default operator per category. We set up confirmations, a warning when an SLA is at risk and statuses that move on by themselves with events and actions, using an action sequence where needed. A change template creates the activities for a request, such as one for a new employee. Plus the mail import.
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. The import routes for persons are covered in TOPdesk integration with Entra ID and HR.
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. What to settle in advance is covered in Migrating to TOPdesk.
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.
TOPdesk SelfServicePortal
A SelfServicePortal 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. Our article on the new SelfServicePortal explains how to test the new portal and switch it on.
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. How to approach it is covered in Asset management in TOPdesk.
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. The training takes place in your own TOPdesk environment, so participants practise straight away with situations they recognise. More on training, price on request.
Change proposal
You describe what you want; as a rule 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, it can go ahead without a quotation.
- Proposal usually within 2 working days
- Hour estimate up front; we only invoice more after written approval of additional work
- With a prepaid bundle: start without a quotation
Project plan
A plan with phasing, delivery milestones, what we need from you, and an hour estimate. During delivery we hand over working pieces rather than everything at the end.
- Quotation usually within 5 working days
- Additional work flagged in advance and only after written approval
- Interim deliveries you can check
Questions about projects
Do we need a subscription to have a project done?
No. You can take a project or prepaid bundle without a subscription. It is separate from Managed Services and Functional Management: you do not need one to get the other.
What if the project overruns?
You get an hour estimate up front, and without your approval we do not charge extra hours. If 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 for it. Additional work never appears on the invoice unannounced.
How long is a prepaid bundle valid?
Twelve months from purchase. Prepaid bundles come in 10, 25 and 50 hours; we invoice on purchase and deduct time per quarter of an hour or part thereof, with an overview after each month in which we deduct hours. Hours left over after twelve months expire and are not refunded, 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 liaise with TOPdesk Support, on your behalf and as a contact person registered by you.
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.