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TOPdesk functional management, in the form that fits you
An ITSM tool nobody maintains slides backwards on its own: the configuration falls behind the organisation, releases pile up and the reporting stops adding up. Functional management is the work that prevents that. We take it on, in the scope and rhythm that fit your organisation, without a fixed package.
Without a functional administrator for TOPdesk of your own, or when yours leaves or cannot keep up, we take over the administration work, to the extent we agree on together.
What functional management of TOPdesk involves
Functional management is about the configuration: whether the tool still does what the organisation needs.
Keeping the configuration current
Categories, operator groups, permissions, standard solutions and forms. A reorganisation or a new department changes the configuration; if that does not happen, calls end up in the wrong place.
Working through releases
TOPdesk ships updates continuously. Someone has to read the release notes, test what touches your configuration and decide what to switch on. Otherwise you are two years behind on functionality you wanted all along. How to do that per update is covered in Keeping up with TOPdesk releases.
Keeping processes aligned
Incident, change and problem management only work when the tool supports them the way they were designed. That means maintaining workflows, escalations and target times.
TOPdesk SelfServicePortal and knowledge base
The portal is the face of the IT department. Forms that are wrong, a knowledge base that is out of date and searches that return nothing send people straight back to the phone. Our article on the new SelfServicePortal explains how to test the new portal and switch it on.
Integrations and automation
Integrations with HR, Active Directory or an asset source, and automation through events and actions. Manual work that comes back every week can almost always be automated.
Reporting that adds up
Numbers you can steer on: resolution times, workload, recurring calls. Reporting nobody trusts is worse than no reporting at all.
Functional management, tailored to your organisation
With Functional Management we take the administration of your TOPdesk environment off your hands. Together we decide on the work, the effort and the priorities. Based on that, you receive a tailored proposal with clear agreements on how the work is done and what it costs.
TOPdesk Functional Management
We maintain and improve your TOPdesk environment, so the configuration keeps matching your processes. From assessing releases to managing your SelfServicePortal, knowledge base, integrations and reports.
- Work and frequency by agreement
- Costs in line with the agreed effort
- Minimum term of three months, notice period of one month
- Carried out in your own TOPdesk environment
- Handover free of charge on departure, with invoices paid
TOPdesk Managed Services
Choose ongoing administration at a fixed monthly amount. You combine functional management with extra support and insight: the AureaDesk Pro dashboard, a release check on every TOPdesk update and, under Fully Managed, the Expertise Desk.
See the packagesTOPdesk Consultancy
Bring us in for a targeted improvement of your TOPdesk environment, such as setting up a module, a migration or building an integration. We agree in advance what we will deliver, per project or through a prepaid bundle.
See consultancyWhat comes up every month
Functional management is not a project with an end date. It is a fixed way of working: the same round every month, so that a backlog never builds up rather than having to be cleared later.
Every month we follow the same route: carry out the open changes, check the TOPdesk release notes against your configuration, look at workload and resolution times, trace recurring calls and make one improvement that brings the number of calls down. At the end of the month there is a report saying what happened and what was left.
That way of working is the first thing to go when functional management is a task somebody does “on the side”. Not because they cannot do it, but because the day's calls always come first.
Frequently asked questions
How many hours of functional management does an organisation need?
It varies a great deal. It depends on the number of operators, modules and integrations, on how much changes in the organisation, on how the configuration stands today and on where you want to take it. Straight after the TOPdesk quick scan, which is free of charge, we advise on the approach, and usually within a week you receive the main improvement points with an estimate of the hours per action. On that basis we decide together on the right level of effort.
Our administrator is leaving in two months. What now?
That is the moment to call, not the week after they have gone. During the overlap we can take over the knowledge that would otherwise walk out with them: why the configuration is the way it is, which agreements hold informally and where the loose ends are. After that you can choose: tailored administration or a fixed package, or consultancy for the work that would otherwise wait until you have recruited. What to record beforehand is covered in TOPdesk administrator leaving.
Do you work alongside an in-house administrator?
Yes. We agree together what stays with your own administrator and what we pick up, such as the backlog or the configuration they are stuck on. For a fixed number of hours per week, the Managed package fits.
Our TOPdesk has only just gone live. Do we need functional management already?
Especially then. An implementation is a project: a team is assigned, there is a budget and there is a day it is finished. The administration that follows has none of that. It runs on, week after week. The first requests arrive shortly after go-live, exactly when there is no settled way of working yet to pick them up.
How do we see what has been done?
At the end of each month you receive a report on what has been done and what was left. We work with named accounts, so your own logging also shows who changed what.
Start with a free TOPdesk quick scan
Sixty minutes online looking at the configuration together. You get concrete improvement points and an estimate of how much administration your environment actually needs. No obligation, including when you buy nothing afterwards.
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.