{"id":20155,"date":"2021-11-25T13:28:54","date_gmt":"2021-11-25T13:28:54","guid":{"rendered":"https:\/\/www.topdesk.mom\/en\/?p=20155"},"modified":"2025-10-24T23:35:08","modified_gmt":"2025-10-24T22:35:08","slug":"time-for-the-things-that-truly-matter","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/en\/blog\/time-for-the-things-that-truly-matter\/","title":{"rendered":"TOPdesk ITSM software: more time for the things that truly matter"},"content":{"rendered":"

Let\u2019s get rid of that stress at your\u00a0IT department\u00a0once and for all. Impossible you say?<\/p>\n

Here you can watch how Omar was at work<\/a>. He was always working late: answering urgent emails, and spending hours creating reports. One day he couldn\u2019t even make it to his daughter\u2019s basketball game.<\/p>\n

Transforming IT Worklife: Real-Life stories of IT managers benefiting from TOPdesk ITSM software<\/h2>\n

The good news is: he found TOPdesk. Emails are now imported into the system automatically and prioritized, customers see standard solutions in the knowledge base, and Omar\u2019s automated reports are sent straight to his managers in no time. All the ingredients for a relaxed IT team, giving them time for things that matter.<\/p>\n

Discover three other examples of IT managers who turned their hectic worklife around with our ITSM software:<\/a><\/p>\n

London School of Hygiene and Tropical Medicine, UK<\/h3>\n

Boosted their self-service from 4% to over 70%<\/h4>\n

To reduce the pressure on their service departments,\u00a0the school replaced their old self-service portal<\/a> with\u00a0TOPdesk\u00a0in 2015.\u00a0Together we redesigned their service catalogue using input from end-user focus groups.\u00a0The result?\u00a0Within a year\u00a0of introducing the new\u00a0self-service\u00a0portal, its uptake\u00a0improved\u00a0from 4% to over 70%.\u00a0End users are\u00a0now\u00a0happy, rating IT services with a 4.7 out of 5 on average.<\/p>\n

Caroline Fernyhough, IT service desk manager at LSHTM: \u201cTOPdesk saves everyone a lot of time. Incidents are directly assigned to the right operator, and we can respond to customers sooner.\u201d<\/p>\n

Flynth accountancy, the Netherlands<\/h3>\n

Reduced the number of phone calls by 25%<\/h4>\n

From password resets to network problems: the IT department was feeling overwhelmed with all the phone calls coming in, and they didn\u2019t know how to prioritize.\u00a0Flynth\u00a0started using\u00a0TOPdesk\u00a0SaaS in 2020, and the number of phone calls has since dropped by 25%.<\/p>\n

Oscar Hameetman, project manager: \u201cMaking users self-reliant and solving incidents with knowledge items in TOPdesk saves us half a workday per month. Our customer happiness score is an 8+ thanks to the significant reduction in waiting times.\u201d<\/p>\n

Making users self-reliant and solving incidents with knowledge items in TOPdesk saves us half a workday per month. Our customer happiness<\/a> score is an 8+ thanks to the significant reduction in waiting times.<\/p><\/blockquote>\n

District School Board of Niagara, Canada<\/h3>\n

Set up TOPdesk in 6 days, automating their most important processes<\/h4>\n

The\u00a0IT department at DSBN\u00a0had trouble logging requests, communicating with users and tracking progress in their old\u00a0system.\u00a0Within 6 days,\u00a0TOPdesk\u00a0was set up and automating their most important processes.<\/p>\n

Derek Galipeau, supervisor of technical services: \u201cWe can help users much more quickly\u00a0and see things like caller details and conversation history in one clear overview.\u00a0Tasks are passed between operators in a single click, and they\u2019re automatically alerted to possible standard solutions. On the dashboard, service desk staff see how many calls are coming into the service desk, who is handling which call, and the status of each call.\u201d<\/p>\n

How\u00a0TOPdesk\u00a0can help your IT department quickly<\/h3>\n