TOPdesk has launched its new service management solution, signaling the future of service management. TOPdesk’s new cloud-based, continually deployed service management solution is completely new and fresh. Having built on a legacy of more than 20 years of service, there is nothing in the service management software has been recycled from the past.
With this release, service management is no longer a database-driven content and task management process. TOPdesk’s new service management solution means IT leaders can place their finger on the pulse of their organizations and serve users seamlessly in real time, while meeting service needs as they develop. TOPdesk also provides complete self-service capabilities, creating sustainable self-sufficiency of helpdesks and internal customers.
TOPdesk’s new solution allows organizations to lean into a leadership position while foregoing static, archaic database-driven management systems of the past. The future of service management is found in this less repetitive knowledge-based service catalogue that allows for the logging and tracking of requests all in one portal without the need for pointless and endless clicking and scrolling. TOPdesk’s new simple, yet modern design has evolved from its 20th century roots, meaning users can find exactly what they need when they need it to meet their service requirements and the solution is always up to date with the most recent enhancements and improvements; there’s no need to wait for the next version a pre-scheduled fix.
A “toolbox” allows users to build their own self-service portal with varying “tiles” for the publication of forms, services, knowledge items and more in a manner that best serves the individual user. Drag-and-drop functionality allows users the ability to determine the order of their tiles; news items appear directly on the main page of the user portal to keep them up-to-date on new product developments, and search functionality means users can find all relevant information required of their task, reducing the arduous browsing process found with less intuitive solutions.
Users can adjust the portal’s look and feel to match the organization’s corporate identity – no coding required. Design elements including portal colors are easily edited, and images and logos can be added, to include descriptions. Names of services can be personalized so as to speak the language of the organization using the technology, making interaction with the technology clear and understandable.
Permissions also can be set to let organizational leaders determine exactly what each individual user can see and do in the service desk.
“People these days are extremely self-sufficient. We go online to purchase products, log into accounts, book flights and find answers to questions – and often outside of normal business hours. Why would your customers expect anything less from your services? Self-service helps your customers do the simple stuff without having to call your service desk. And it gives you more time for the tasks you enjoy most,” Nancy Van Elsacker, president of TOPdesk USA, said.
