The history of TOPdesk

Text: Gerben Bloemendal

TOPdesk v1 – the DOS era

In 1994 ‘OGD software’ released TOPdesk 1.0. This very first version of TOPdesk ran on an MS-DOS interface and was written in the 16 bits programming language Clipper. It had nothing like multi window interface and interactive menus as we know them today, and you had to make do with commands and 16 colours. In 1997 ‘OGD software’ (the name changed to ‘TOPdesk’ in 2004) was made up of 5 full-timers and 7 part-timers.

TOPdesk v2 – process layout

In 1996 a version of TOPdesk 2.0 for Windows 3.11 was developed for the first time. TOPdesk v2 was written in the database language FoxPro and had an integrated database. In addition to Incident management and Configuration management several other modules were developed, including a Training module. Around this time ITIL was also becoming increasingly common knowledge. The process layout of TOPdesk v2 appeared to tie in well with ITIL and as a result the application was made increasingly ‘ITIL-proof’. The term ‘calls’ for instance was replaced with ‘incidents’. In the latter days of TOPdesk v2 the application was revised to withstand the millennium transition (which went smoothly) and the conversion to the Euro. TOPdesk v3 was launched at the end of 1998.

TOPdesk v3 – professionalisation

Great steps were taken with TOPdesk v3 – for a start it was released in English for the first time. And not only was TOPdesk 3 technologically more innovative than version 2, but it was also based on ITIL from the start and countless modules and functionalities were developed for it. The 32 bits database development for Visual FoxPro 5 (now FoxPro 9) was chosen. As a result an improved Windows environment could be created and it enabled the use of the so-called object-oriented programming and a relational database structure. User-friendliness was at the forefront of the development of TOPdesk 3. We therefore carefully examined how ITIL dealt with the layout of processes at the service desk. Within no time the ITIL-based Service Level Agreements module was developed, followed by among others Change management and Problem management. TOPdesk v3 was also equipped with many more functionalities than TOPdesk 2, including email moments, standard solutions, data import, events, right mouse button menus and of course the ‘TOPdesk ApplicationServer’ (aka the ‘TAS’) – the web interface whereby operators can carry out their assigned tasks via a browser and callers can log calls online. The web interface was based on the kernel ‘TOPspin’ – a ‘layer’ developed by TOPdesk between the database and TOPdesk. As a result the database could run independently and be administered using an ODBC link.

TOPdesk 3 lite – more options

The growth of functionalities in TOPdesk v3 saw the splitting up of TOPdesk v3 into lite and Professional to provide (potential) clients with more to choose from. In 2002 TOPdesk lite version 3.1 was released. At the ‘top end’ of the market there was also room for growth, so in 2005 ‘TOPdesk Enterprise 4’ was introduced.

TOPdesk Enterprise 4 – greater demands

For the client with greater demands TOPdesk  Enterprise was developed. It offered scalability, user-friendliness, as well as platform and database independency, and fulfilled the need of many for a web-based application. This fourth generation of TOPdesk software uses an advanced web interface, which no longer requires a local installation of software. Upon introduction, Enterprise was no match for the by then full-fledged TOPdesk Professional 3. Yet Enterprise has since grown into a serious service management application, which is especially ideal for supporting the processes of very large organisations.

Broadening the horizons

One of the benefits of TOPdesk is the way it streamlines your processes. A structured workflow is however not just limited to the world of IT. The horizon is currently much broader. When implementing service management processes in the area of facilities management, HR services, citizen support and customer services, TOPdesk advises organisations on everything from software and consultancy to courses and training.

Future

Users of TOPdesk Professional 3 have now become aware of the success and advantages of TOPdesk Enterprise 4. There is currently a lot of interest regarding the possibilities of TOPdesk 4, yet in many cases Enterprise is perhaps a step too big, therefore a new version of TOPdesk will be introduced later this year – TOPdesk Professional 4. This will be positioned under TOPdesk Enterprise 4 and will therefore meet the same high technical requirements that modern organisations demand from a service management application. TOPdesk Professional 4 will initially offer fewer functionalities than ‘3’, which thousands of clients are currently using world-wide. In the years to follow however, the ‘4’ will undoubtedly follow the success of the matured TOPdesk Professional 3.

 

Continuity in the development of the various TOPdesk products has resulted in the winning of a Top Tools award for the third year in a row. 2900 clients currently use TOPdesk software. The office in Delft is growing and TOPdesk is also expanding overseas – branches have opened in London and Kaiserslautern, Germany. Branches are also planned to open in Belgium and France in 2007. The year 2006 witnessed the growth of TOPdesk into an international organisation consisting of 200 employees.

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