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Working more efficiently with linked systems

Using data that has already been entered in other systems by colleagues or suppliers can prevent double entry and inconsistencies. You can import such data automatically into TOPdesk, and link it to data that has already been registered in TOPdesk. Such data is highly useful for day-to-day processes and reports.
Importing source data
Master data is usually entered into TOPdesk manually, which can result in duplicating your work. The risk then arises that this data is not kept up to date in all places, leading to outdated information; and, above all, this data is often more susceptible to inconsistent terminology, such as financial department instead of finance department. Master data, such as the personal details of the people you support, is often already kept up to date in another application. The HR department keeps track of staff details, and the System Administrator monitors login and email details, for example. For external support, an account management system or a CRM package can sometimes be used in which customer details and contact persons are kept up to date. Object details are also useful and enable a supplier to provide a list of delivered items.

TEXT:

PATRICK MACKAAIJ
...is a consultant and team leader at TOPdesk. He specializes in technical issues and optimizing processes.

Customer
HR system CRM system MSSQL Oracle LDAP Access
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Application
System Management tool System Monitoring tool

Database
Excel CSV PostgreSQL

Export of view

Database
Foxpro MSSQL Oracle

Application
TOPdesk IS, CS, ES

Various types of data can be imported into TOPdesk.

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Via a staff, account management or system management link, you can automatically and periodically import data into TOPdesk. It will take one or two days of support from a consultant to implement these links. The consultant will work directly with either the supplier or database manager of the source application. If the source details need to be registered more accurately or extensively, organizational authorization will be required.

Completing and linking data in TOPdesk

After performing the import, all relevant data will be fully registered in TOPdesk. Very occasionally, a detail may be missing, such as a login name or email address. We recommend amending this information in the source system. If, for technical or organizational reasons, the data cannot be completed in the source system, you can also enter it manually in TOPdesk at a later time. You can then link this data with other data in TOPdesk, such as the physical location, owner (budget holder) or end user. These links can help you to simplify your organizations processes. Registering company assets, their quantity and which person or location they belong to in TOPdesk, for example, makes it easier to manage and organize stock, new employee procedures or resignations. Whats more, the Incident Management and Change Management processes run a lot more smoothly when the items in question are already registered, and linked to an end user or physical location.

An employee leaving the company in Change Management

Interdependence among Systems

Customers regularly make their systems interdependent, as in the above-mentioned examples. At one large organization that uses TOPdesk, HR enters staff details into the ERP system SAP, which is then imported into TOPdesk. The organizations relevant suppliers provide data for the CMDB, and this data is then linked with each other in TOPdesk. This procedure provides the organization with a clear overview of the items that are held by every employee. This information is incredibly useful in the event that an employee leaves the organization, is appointed a new position or moves to another department. Because the team leader is also registered in SAP, they receive an email stating which items are registered under the employees name. From within the email, the team leader can then acknowledge the information or report any changes to the shared service centre, which collects the items via a bespoke page. This way, the organization never loses track of its assets. The organization also takes care of its cost allocations in TOPdesk. TOPdesk enables you to calculate the total costs by gathering information such as telephone bills and lease costs in TOPdesks CMDB. Even the catering is processed in Reservations Management. Costs are allocated to the budget holder that is named on the corresponding Person Card. Developing an Excel report specifically for allocations can take quite some time; however, the organization can then allocate their costs quickly and efficiently. As an additional advantage of this process, end users now have a direct interest in accurate registration, and may even update the CMDB themselves. At the very least, they will check the invoices that they receive!

Exporting and reporting

To guarantee the accuracy of reports, we recommend performing an automatic import. The TOPdesk Report Wizard can group data and display fields. In order to group fields, it is essential that the search list or card names do not contain any spelling mistakes. Besides the standard report options, you can also process data stored in TOPdesk in a separate reporting tool, such as Business Objects, Crystal Reports or Microsoft Excel. Data can always be retrieved directly from the TOPdesk database. Views are included in the TOPdesk database specifically for this purpose. The administrator can find more information on the structure of the TOPdesk database in the Operators section of TOPdesk via Reporting > DataDict.

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