Specifications

Specifications

All of the features available in TOPdesk are outlined below.

For more information about the differences between various TOPdesk versions, please contact our sales department on +44 (0) 207 8034200.

Basic features
Extensive registration Extensive registration of customer, relations, personnel and supplier data: Register master data for customers, staff and operators Extensive registration of customers with subsidiaries Manage confidential staff data Attentions can be applied to all supporting files Add photos and images to your master data Record supplier and contact data Record supplier evaluations Fast and intelligent search function Fast and efficient search tools are essential when working with large amounts of data. TOPdesk's intelligent search feature ensures that you always find the information you need. Powerful and fast search system using indexes Search term autocomplete function Search suggestions based on database content Fuzzy search: request results that do not exactly match the search term, ordered by relevance  Adjustable fuzzy search sensitivity Automatic suggestions for typos: 'Did you mean...?' Perform advanced searches with dozens of parameters Languages TOPdesk's interface is available in nine languages. TOPdesk supports: English Dutch German French Spanish Italian Danish Portuguese Hungarian TOPdesk also supports time-zones. Selections TOPdesk offers an extensive selection system.

Endless customization options TOPdesk can be customized to perfectly meet your needs. Your own work environment ensures that the information you see is always relevant to you. Overview pages are adjustable per module and per user Use tabs for clearer overviews Adjustable extra tabs Adjustable extra fields on all cards Adjustable field names Adjustable overviews that can include any card field Set up automatic numbering for serial numbers and IDs Filter system for displaying data based on users, categories and customers Determine which fields are mandatory for each module Define your own searchlists Link documentation Adjustable task list for each user Manage authorizations and roles TOPdesk's authorizations and roles let you determine who has access to specific information and certain parts of TOPdesk. Your confidential data stays safe and secure. Individual rights for reading, writing, creating, deleting, archiving and creating selections More than one hundred different rights can be assigned Assign rights to persons or departments Create default roles Differentiate between TOPdesk users, operators and administrators Knowlege Base Publish useful information, FAQs and how-tos within your organization: Multilingual Top 10 most viewed knowledge items Add and display important news items Automatically publish knowledge items to the overview page Data dictionary outlining the entire database structure Plan Board The Plan Board grants insight into workloads and makes it easy to adjust your department's schedule. Insight into your employees' availability and workload   Create schedules and workflows using drag & drop Easy task distribution for dispatchers Plan tasks that span multiple processes

Dashboard, Reports and KPIs  TOPdesk's extensive reporting capabilities let you compose reports or KPIs in just a few steps. Create an almost unlimited number of KPIs and reports Generate reports in four easy steps Generate KPIs in four easy steps Click through the results in TOPdesk's dynamic reports to gain insight into (partial) results Display results in tables, graphs and charts Audit trail for important fields Register costs and time (spent) A Dashboard for each module, with which you can view or create selections, reports, KPIs and task lists Set up your own widgets for various modules and processes Export reports in the following formats: Microsoft® Excel Adobe® PDF HTML Send emails Send emails automatically Determine when emails should be sent and to whom Fully customizable email content Include any TOPdesk card field (caller, target date, operator etc.) Import emails TOPdesk features extensive import options: Automatic email import feature (including attachments) Read out (unlimited) email inboxes, including an appropriate process flow Links and exports TOPdesk offers seamless integration with other systems:  Automatic login via LDAP (AD, NDS) and Windows Domain Controller via Windows NT LAN Manager (NTLM) Export data Import staff data from Active Directory, NDS, Beaufort etc Import telephone systems, inventories and equipment
Procesondersteunende modules	Lite	Professional	Enterprise	Ultimate
Call Management
Asset Management
Self Service Desk
Problem Management
Contract Management and SLM
Operations Management
Reservations Management
Stock and Order Management
Change Management
Project Management
Property Management
Long Term Plannning
Survey Module
Visitor Registration



Call Management

The Call and Asset Management modules comprise the core of TOPdesk. Call Management makes it easy to register, plan, assign and monitor calls (incidents). Register calls quickly Registering calls provides your organization with valuable information. Incident Management lets you register everything you need quickly and efficiently. Register complaints, wishes, requests for information, questions, malfunctions, calls, service requests etc. Register call notes on the Caller Card Autocomplete: once you have typed the first letters of the caller's surname, TOPdesk automatically adds the rest of the details Pop-up calendar to remind users of important dates Determine the impact, urgency and priority manually or automatically Automatic call categorization through keyword recognition Link calls to locations Link to related problems, persons, assets, activities etc.

Process calls efficiently TOPdesk supports front office and back office Differentiate first and second line calls Transfer calls to third parties such as suppliers, specialists and maintenance companies Assign incidents to groups Divide incidents into partial incidents Personal or department-wide workflows Printable work orders Record 'Major Calls' Record cost declarations Automatic status notifications via email (SMTP en MAPI) Audit trail on calls Overviews of calls per customer Extensive linking possibilities Call Management can be linked to other modules and features, including: Link calls to external calls using the Satellite module

Link calls to problems, changes and operational tasks Link calls to contracts and SLAs Link to telephone systems via the CTI module Link to monitoring software  to automatically generate calls from other systems, such as Nagios, Gensys, Altires, LANdesk and Multifunctionals Standard Solutions Some common calls may have the same solution. Standard solutions let you process recurring questions or problems in a matter of seconds. Standard Solutions for recurring calls Automatic recognition of standard solutions based on the incident's categorization or keywords Autocomplete feature for details such as priority, default operator, time spent and costs

Asset Management

The Call and Asset Management modules comprise the core of TOPdesk. The Asset Management module lets you register and manage all your company assets, from keys and vehicles to desks and hardware. Register all your company assets Efficient call registration is impossible without a detailed record of your assets. TOPdesk lets you record details on:  company assets hardware software and licences company vehicles telephone systems network components keys and access passes lockers documentation inventories any other objects (definable)

Record relevant information Asset Management lets you register all relevant asset information. Register relevant maintenance information such as suppliers, contracts and warranties Register all financial data relevant to  Contract Management and Asset Management Extensive software licence management  Maintenance history for all of your company assets Audit trail on your company assets Record relations between various company assets for impact and dependence analyses Link company assets with persons, groups, locations, branches, configurations or stock

Links Assets can be linked to: persons person groups locations branches configurations stocks System management Automatically create inventories of any hardware or software on your network using TOPsis, a scanning program included with TOPdesk Manage PCs remotely, such as via VNC Integration possibilities This module is integrated with virtually all TOPdesk processes.

Self Service Desk

The Self Service Desk is an online information portal that lets customers and end users register and track calls. The Self Service Desk is integrated with several TOPdesk modules. Communication and integration Self Service Desk for end users Integrated with the TOPdesk Operator's Section User-friendly interface and navigation structure Can be adjusted to match your organization's corporate identity Simple integration with current intranet/internet environment Track call status Publish reports per process Shortcuts to frequently-used TOPdesk features or web pages Linked with the Event Management module for automatic emails (receipt confirmation, status updates, etc.) Knowledge Base Consult the Knowledge Base Insight into procedures Explanation of and instructions for frequently-used applications Publish a telephone directory with photos Publish news items Feedback feature: evaluate knowledge items Top 10 most viewed knowledge items

Register calls Callers can log calls independently Caller details are entered automatically based on login data Calls are automatically assigned to an operator based on category Corresponding company assets can be selected via a link with Asset Management Send documents and attachments Insight into call status Overviews of the caller's own calls, and those of groups, departments and branches Reservations Reserve meeting rooms with accompanying facilities Planner features the most up-to-date information, including reservable company assets Planner information is updated continuously, granting insight into reservations and availability Filter the planner based on asset type, capacity or branch Differentiate between reservation requests and immediate reservations (adjustable) Reserve additional services, such as catering (this can also be done without reserving a room)

A catalogue of reservable rooms, assets and services (Product and Service Catalogue) Overview of requests and current, planned, finished, rejected or cancelled reservations per person, department or branch Order Requests End users can place order requests Extensive catalogue with product details, price, images and number of items in stock (Product and Service Catalogue) Register Visitors Register a visit Cancel a visit Overview of present and expected visitors Request for Change Submit a request for change, including a preferred schedule, motivation and comments Overview of planned, completed and archived requests for change per person, department or branch

Problem Management

Problem Management lets you analyse recurring problems and resolve the underlying cause. Identify recurring problems Identify structural problems causing recurring calls Analyse underlying problems and determine a plan of action Identify related calls Identify the company assets involved Resolve problems in a few steps with the Problem Wizard Apply solutions Divide problems into partial problems Determine budgets, time spent and costs

Monitor budget to avoid overspending Direct link with the Call, Asset and Change Management modules Automatic notifications and confirmations Known errors and standard solutions Describe and publish the cause of problems (known errors) Standard solutions for recurring problems Offer a solution as a workaround via the Knowledge Base Display workarounds in the Self Service Desk Copy standard solutions directly into related incoming calls

Directly address known errors by forwarding the problem to Change Management as a request for change Links Problems can be linked to: Call Management: recurring calls can be grouped into problems to find a structural solution Knowledge items Changes: solve problems directly by implementing changes within your organization Asset Management: insight into the number of calls per company asset Standard solutions: publish solutions to known problems

Change Management

Using Change Management can streamline your organization's recurring processes, such as the commencement of a new employee. Integration Seamless integration with Call Management and Problem Management. Planning and implementing changes Divide workflows into phases, in which activities can be planned Set dependencies: activity A can only start once activity B has been completed Assign activities to various operators or operator groups, even those from other departments Define budgets and projected time spent Graphical displays of activities and phases  Change advisory board meetings (CAB) with schedules and invites Differentiate between requests for change, planned changes and rejected changes Clear and insightful activity checklists

Differentiate between managers and operators using extensive authorizations and roles management Change calendar Change Explorer Change templates Record recurring changes in templates (such as the commencement of a new employee) Assign activities to various operators or operator groups, even those from other departments Activities appear automatically in the task list of the operator in question Create templates in a few easy steps with the Template Wizard Templates are immediately available in Problem Management Define default time spent and costs Monitor progress Extensive Gantt chart of one or all changes Adjustable schedules Dynamic planner Authorization moments

Track the status of activities: 'preparation', 'progress' or 'evaluation'. Automatic budget monitoring Version management Track different change versions Link the planned change end dates to versions Links Call Management: link calls related to the problem Asset Management: link the persons, sites and objects involved Configuration Management and Version Management are integrated Link documents

Project Management

Project Management helps you structure your projects and carry them out efficiently. Plan and monitor projects Divide complex projects into several phases and activities Register the planning and duration of each phase or activity and the managers and operators involved Activities appear automatically in the operator's task list Automatic reminders for operators before activities are due to begin Set dependencies: Activity A can only begin once activity B has been completed Determine the budget and schedule Insight into the time spent and costs incurred, differences are calculated automatically

Monitor the budget to prevent overspending Overview of current projects Tree diagram with unlimited number of phases and activities Link documents or meetings to projects Gantt chart Gantt chart of all current and planned projects, or a selection thereof Overviews of phases or activities for each project Direct insight into all activities: the schedule and underlying relationships Gantt chart can be presented as simply or as detailed as you wish The Gantt chart display can be adjusted per user

Plan activitiesand update in the Gantt chart in real time Scalable Extensive reports TOPdesk's Report Wizard lets you create virtually any report imaginable, such as: All activities that exceeded the budget All activities that experienced delays A specific operator group's project activities from one year All current activities and the employees responsible  Links Projects can be linked to:  Call Management Asset Management Problem Management

Contract Management and SLM

The Contract Management and SLM module enables you to record contracts and service level agreements (SLAs) with third parties, suppliers and internal customers. Thorough contract and SLA registration Register your contracts and suppliers Keep relevant contract details up to date Define SLAs Monitor performance within the contract Record Underpinning Contracts (UCs) Record Operational Level Agreements (OLAs) Record contract evaluations and audits Record your financial data Upload PDF contracts as an attachment Compile a Product and Service Catalogue (PSC)

Monitoring contracts & SLAs Monitor SLAs Automatic notifications indicate when the target date is approaching, or an SLA is nearly exceeded, for example Notifications to help you terminate or renew contracts on time Determine call priority based on agreements in your SLAs Define SLA strictness levels 'On hold' feature for calls Service windows Create service windows, that can be set up to reflect your service desk's opening times (including exceptions) Set up different service windows, for example per site, customer or relation

Links Integration with several modules, such as: Call Management: link calls to which SLAs apply Asset Management: link assets to which SLAs apply Suppliers: record (underpinning) supplier contracts Customer data: indicate to which customer(s) the SLA applies Reports & KPIs Extensive reports support the acquisition process.

Operations Management

This module helps you map out all operational tasks within your organization. Add structure to your supporting tasks such as preventative maintenance and cleaning. Operational activities Register recurring and one-off tasks and assign operators Register the company assets involved via a link with Asset Management Manage preventative asset maintenance via a link with Call Management Register financial data such as such as projected budget and realized costs Automatic calculation of the discrepancy between projected and realized time and costs

User-friendly Planner Overview of all activities schedules to take place on a certain day Easily navigate from work day to week, month and year Open activities through the Planner Schedule new activities in the Planner Straightforward execution To-do lists per operator (group) To-do lists for today, tomorrow and this week Print and issue work orders Indicate detected abnormalities

Links The Operations Management module is linked to several modules, including: Call Management: create a call from an operational activity Asset Management: link objects marked for maintenance to an activity Property Management: indicate the rooms and branches involved in an activity Long-term Planning: create operational activities from a long-term maintenance plan

Visitor Registration

The Visitor Registration module lets you keep track of present and expected visitors. Registration Register visitors and parking spaces Register hosts via a staff data link Register expected visitors Link directly to the person who will receive the visitors Register visitor passes Visitor overviews List of visitors present (useful for health & safety) Visitor statistics Maintain accurate visitor overviews to prevent exceeding the maximum visitor number

Signing visitors in and out Register several visitors for the same appointment Register one visitor for several hosts Sign visitors in and out using handy checklists Safeguard data privacy in accordance with official privacy legislation Links The Visitor Registration module is linked to: Personal details Reservations

Self Service Desk Users can register their visitors via the Self Service Desk, including expecting arrival and departure times Reserve parking spaces Publish an overview of present and expected guests in the Self Service Desk

Reservations Management

The Reservations Management module grants insight availability, schedules, costs, agreements and the individuals responsible for reservable rooms and company assets. Reserve rooms and assets Reserve meeting rooms and accompanying audiovisual equipment Duration and agreement information Financial data per company asset, room or agreement Make a reservation via a Room or Asset Card Reserve parking spaces Let out and reserve company vehicles Record issued assets Recurring reservations Register block times before and/or after a reservation Reserve services Services such as catering, cleaning, room preparation can be reserved separately Define standard costs a piece per service Block time before or after a reservation Define availability per room   Prepare reservations Print work orders Daily overviews of tasks and the employees responsible for performing them

Advanced planner Graphical overview of all available rooms and assets Filter by type, asset, capacity or branch Create a new reservation by selecting a period Update existing reservations via drag & drop Update assets by dragging & dropping to different rooms or assets Planner can display per working day, day, week, working week or month Printable Planner Insight into availability Insight into room and asset availability Prevent room and asset double bookings with automatic availability checks Overviews per room and asset Lease terms and conditions per reservation Insight into which assets are yet to be issued and rendered

Self Service Desk Callers can reserve rooms and assets via the Self Service Desk Callers can cancel reservations Differentiate between reservation requests and immediate reservations Determine per room and asset whether it is reservable via the Self Service Desk Callers can register visitors Immediate insight into availability via the Planner Determine time limit for cancellations Make reports available per user Links Directly linked with Property Management and Asset Management Link with Event Management for automatic notifications and confirmations Link with executive parties such as catering, messengers and maintenance Link with Visitor Registration

Stock and Order Management

This module helps you maintain an overview of your organization’s stocks and orders. Structure your suppliers and gain insight into who is placing orders and where items should be delivered. Insight into stocks Supply, request, order and delivery process integrated in one module Several stock locations Record safety stock levels per item Record persons responsible and budget holders per item and stock location Differentiate between bulk goods and unique goods in the integrated Configuration Management database (CMDB) Register suppliers and order methods per item Item Management Separate item database Link several items to a single order, even if this involves several suppliers Determine Self Service Desk availability per item

Straightforward order placement Orders and requests integrated in workflows Order and order request to-do lists for individual operators and operator groups Differentiate between orders in preparation, current orders and completed orders Differentiate between order requests and immediate orders Publish a products and services catalogue (PSC), including images, prices and numbers in stock Self Service Desk Callers can log order requests Callers can track order request status, including estimated delivery date Publish a products and services catalogue, including images, prices and numbers in stock Order several items in one session with the shopping basket system

Links Stock and Order Management is linked with: Asset Management: link assets to stocks and use them in order requests Call Management: place orders as a direct result of calls received Change Management: structure and manage the implementation of ordered company assets in your organization

Property Management

This module helps you register and manage properties and rooms. Extensive registration Register branches, rooms, locations and buildings Record contact details for locations and branches Record the function of rooms and branches Record relevant property details such as financial information, land registry details and technical specifications Register relationships between different buildings and locations Indicate per section whether it can be reserved or leased Employee and work station overviews

Set up service windows per branch Add images (photos, floor plans, etc.) to rooms and branches Immediate insight into linked persons and company assets per branch and location Overviews of related calls, changes, order requests, contracts etc. per branch and location Fundamental to other process Property Management is fundamental to other processes. This is why it is integrated with modules such as: Call Management Asset Management Long-term Planning Operations Management Contract Management and SLM Key Management Reservations Management Barcode Scanner solution

Links Person and object links CAD link for graphical representations of locations and floor plans GIS and Google Maps integration via the Event Management module

Long-term Planning

Planning and budgeting for long-term maintenance is a complex process. The Long-term Planning module makes these tasks a little easier. Plan maintenance Plan long-term maintenance and create different scenarios Register relevant details and costs per maintenance activity Map out company asset life cycles and use this data to manage replacement plans Plan recurring maintenance tasks with cycles Upload important documents, such as tenders and CAD designs Standards The Long-term Planning module was designed to be able to adhere to several Dutch property maintenance standards, such as NEN 2748 and STABU.

Graphical planner Graphical planner displays overviews of maintenance activities planned for certain years Add, edit and remove activities from the planner in real time Plan recurring maintenance tasks with cycles Print out a long-term planning overview for meetings Financial planner Graphical financial planner displays all costs related to the planned maintenance activities Add and remove activities to the planner in real time Maintenance costs will automatically appear in the planner Total costs per year are calculated and displayed immediately Indexing possibilities Scenarios Create several scenarios to map out the financial impact of planned changes Compare scenarios to aid the decision-making process Each activity can be assigned scenario-dependant costs, granting essential insight for comparing suppliers and maintenance companies Activate the definitive scenario

Perform maintenance The integration with Operations Management lets you plan the implementation of the long-term maintenance plans. Plan operational activities directly from Long-term Planning Relevant details from Long-term Planning are automatically copied to operational activities To-do lists displaying which planned maintenance activities should be performed Further integration Link with Asset Management ensures that you always have access to relevant information about company assets that require or have received maintenance Link with Property Management module for detailed information about rooms, buildings, floor space, materials etc. required for effective maintenance planning CAD Inspection tools such as Keur-IT

Additional modules

Event Management Manage the information flow with automatic reminders, emails and links Clear and functional interface: set up an information flow without any knowledge of programming Linked to all TOPdesk modules, enabling you to manage the entire information flow Define an ‘event’ (trigger) to which a specific ‘action’ (email, reminder, accessing a website, etc.) can be linked Set up triggers for all relevant events, such as logging or closing a call, breaching a duration, breaching a budget, an approaching start date, etc. Link with emails, HTTP requests, log files and external applications Perform actions such as sending an email or accessing a website/intranet quickly and easily within TOPdesk Filter actions and apply conditions Sent messages are saved on the cards in question, safeguarding the integrity of the communication audit trail per call, reservation, project, etc. All database fields can be used as input for the actions to be performed The same is true for all freely-definable fields (over 3,000 throughout TOPdesk) CTI module Computer telephony integration Automatically register incoming call information in TOPdesk All related contact persons are displayed for shared telephone numbers Overviews of the caller’s past calls Select a phone number to make calls directly from TOPdesk Link with the telephone centre directly or via middleware software Use audit trails to list all calls Insight into availability (linked with Outlook)

System integration Enhance functionality of all TOPdesk modules by combining external data sources with TOPdesk data Register periodic links via XML and LDAP One-off conversion imports Extensive HTTP request import possibilities Standard links available for Directory systems (e.g. MS AD, Novell DS) Many standard links available for ERP, staff data and relation management systems (e.g. Pview, Beaufort, SAP, MS Dynamics, Oracle) System management links (e.g. LANdesk, Altires, Gensys, Tivoli, Kaseya, Nagios, MS SCOM) Link with SAP Solution Manager Barcode Scanner solution Generate and print barcode labels Create inventories of your organization’s hardware Overview of the discrepancies between scanned data and registered data Supports several types of barcode scanner, including batch/memory barcode scanners Add expansions from our Add-on partners

Survey Management Register surveys, evaluation forms and customer satisfaction surveys Reuse common questions Unlimited number of questions per survey Open and multiple choice questions available Define campaigns to compare surveys Send mailings using TOPdesk data Participants are sent a link to the online survey Up-to-date overviews of who has and has not filled in the survey Immediately display results in graphs Essential for gauging customer satisfaction Performance Dashboard A single overview of the most important KPIs Insight into your service organization’s performance Graphical score card, rev counter and spider web Define each process’ description Support for Contract Management and SLM, Call Management, Asset Management, Problem Management and Change Management Set up which KPIs contribute to overall performance readings per process Set up the target values for measuring individual performance per KPI Possibility to grow into the entire Mirror42 suite