TOPdesk dashboards Qlik Sense - Victa Business Intelligence
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New TOPdesk features included Qlik Sense.
The TOPdesk Qlik Sense dashboards are developed on the powerful Business Intelligence (BI) platform of Qlik Sense. QlikView and Qlik Sense have a unique, patented memory-based associative technology that allows users to analyze information quickly, dynamically and interactively. The TOPdesk Incidents monitor can be rolled out within a few hours. The result is a powerful BI solution that can be quickly implemented throughout your organization, resulting in a fast time to value and a high ROI. Qlik TOPdesk is easy to integrate with other data sources.
New TOPdesk features included Qlik Sense.
Key figures
The left side is divided for the notifications and the right side is divided for the changes.
Top 3 KPIs: # completed,% within target / planning and average net working hours. Net working hours are measured from half past eight to half past six. If desired otherwise, this can be realized.
Below the logo, you can select the dimension for the key figures.
Sankey diagram with the distribution of the number of completed reports / changes per dimension of your choice towards feasibility.
Detailed table with the key figures per dimension of your choice.

Periodic comparison
The left side is divided for the notifications and the right side is divided for the changes.
To the left below the logo it is possible to select the periodic comparison. The following options are available here.
These time units can be influenced by making a selection on a time field at the top. This means that when you select the month of May, the MTD comparison looks at everything up to and including 31 May.
The comparison is always made with the same period in the previous year.
Furthermore, a selection is possible between the registered reports or the completed reports.
Lead times - Completed
The left side is divided for the notifications and the right side is divided for the changes.
Bar chart with number rounded per lead time category.
Bar chart showing the ratio of the number rounded per drill-down category and subcategory. Here the bar is stacked by lead time category.
Average net working days of the completed reports / changes over time.
Pivot table where the time units are shown on the left (year & month). This left side can also be expanded to the notifications / changes. Here, the number is rounded at column level and the average number of net working days is shown. The columns are split per drill-down category and sub-category.

Dashboard
Open notifications
Pending changes
# Notifications and changes reported over the past 30 working days
Questions about TOPdesk
We are happy to help you with questions and information about TOPdesk. Fill in the questions below and we will be happy to answer them. Our Business Intelligence experts are happy to help you.
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If you would prefer a personal conversation about TOPdesk, you can call 074 - 2915208.

Jeffrey Harkema
Account Manager
074 – 2915208
jh@victa.nl
Please contact Jeffrey Harkema
Open notifications
Most important KPIs for the outstanding reports
# Notifications open scattered in pie charts on the most important dimensions:
Feasibility of the outstanding reports and average net working days per dimension of your choice. The dimensions can be selected using the red button on the left.
Detailed table of the outstanding reports

Pending changes
1. Most important KPIs for the pending changes
2. # Changes openly spread in pie charts over the most important dimensions:
3. Feasibility of the outstanding changes and average net working days per dimension of your choice. The dimensions can be selected using the red button on the left.
4. Detail table of the outstanding changes
Distribution of completed reports
Most important KPIs for the pending changes
# Notifications rounded off in pie charts on the most important dimensions
Feasibility of the completed reports and average net working days per dimension of your choice. The dimensions can be selected using the red button on the left.
Detailed table of the completed reports

Distribution of completed changes
1. Most important KPIs for the completed changes
2. # Changes completed spread in pie charts over the most important dimensions
3. Feasibility of the completed changes and average net working days per dimension of your choice. The dimensions can be selected using the red button on the left.
4. Detail table of the completed changes
Feedback
KPIs about the reports filled in with feedback and the average score of these reports. These measurements are spread over 1st and 2nd line reports.
% filled in with a feedback score over time.
# completed reports with feedback on time.
Average feedback score over time.
Average feedback score and # of completed reports with feedback per dimension of your choice. The dimensions can be selected using the red button on the left.
Details of the reports filled in with feedback.

trend
Notifications on the left and changes on the right.
3 KPIs: # registered, # completed and # open on the last day of the month concerned.
Line chart with # registered, # completed and # open in time.
# Notifications reported per type of entry and # changes notified per drill-down category and subcategory.
Bar chart with number registered per hour.
Bar chart with number registered per weekday.
Line graph with number registered in the last 30 working days.
Line graph with average net working days of the open reports / changes in the relevant week.
Line graph with the total workload logged in. This concerns the reports and the changes. This also includes a moving average that looks over the past 12 months.
Service Levels - Completed
Service level of the completed reports in KPI objects. Here in the top line the totals, below that spread over the 1st and 2nd line reports. In addition, a bar chart with the 1st and 2nd line reports over time.
Service level of the completed changes in KPI objects. Here in the top line the totals, below that spread over the simple and extensive changes. In addition, a bar chart with the simple and extensive changes over time.
Bar chart with the service level of completed notifications and changes over time.
Scatter chart with the number of rounded and average net working days per drill-down category and sub-category.
Service level of the completed reports and / or changes. Here on the left the dimension and measure is a choice.
Details of completed notifications and changes.

Service Levels - Outstanding
The left side is divided for the notifications and the right side is divided for the changes.
At the top of 3 KPIs: # open,% within target / planning and the number that will expire in the next 40 working hours.
A bar chart with the 20 notifications / changes that will take place the fastest according to target / schedule. When you hover the mouse over the beam, detailed information appears with a description and target date.
Line chart with the number of notifications / changes that will occur in the next 5 working days. These lines are distributed per type of notification / change.
Service level of the outstanding reports and / or changes. Here on the left the dimension and measure is a choice.
Details of open reports / changes.
About TOPdesk

About TOPdesk

TOPdesk was founded in Delft by 2 students and has now been an expert in service management for more than twenty years. With the TOPdesk solution, companies can easily manage their incoming notifications and workflows. The company supports more than 500 customers with its 10 employees in 4000 countries.

The ability to translate data into information has been an important priority within TOPdesk for many years. Thijs Verhoef, Head of Business Support at TOPdesk. “We have been working on reports and analytics for at least 10 to 12 years. Internally, for our own operation, but also externally for our customers.

Until recently, we worked internally with a tailor-made solution developed by our director and a number of students from TU Delft. This system was known under the name MIST: Management Information System TOPdesk and mainly contained insights into finance and sales. To provide TOPdesk customers with an attractive insight into the data and their registered incidents, we opted for a collaboration with Victa and the product years ago. QlikView. Victa has developed a fully dynamic and interactive management dashboard especially for TOPdesk's Service Management software. ”
"A simple service management solution for IT, FM and HR problems"
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Qlik for TOPdesk
Qlik for TOPdesk
The TOPdesk dashboards have been developed on the powerful Business Intelligence (BI) platform of QlikView and Qlik Sense. QlikView and Qlik Sense have a unique, patented memory-based associative technology that allows users to analyze information quickly, dynamically and interactively. The TOPdesk Incidents monitor can be rolled out within a few hours. The result is a powerful BI solution that can be quickly implemented throughout your organization, resulting in a fast time to value and a high ROI. Qlik TOPdesk is easy to integrate with other data sources. With the powerful QIX engine, links can be made quickly with databases or data files (XLS, XML, CSV, HTML, etc.). All possible data exports can also be facilitated from the monitor. A frequently used export is, for example, to Excel.

All information is presented in powerful graphics such as funnel charts, gauges and pie charts. List views are also suitable for prints and reports. In the monitor you can descend to the lowest level of detail (search for an incident). In short, all data is easily and quickly available. In the Qlik application it is possible to print each of the various information items in report form. This is possible for both the email (PDF) and physical print so that you can share this information with your colleagues at all times.
Analytics Modules for Notification Management
Use data that your organization collects via the TOPdesk Notification Management module. TOPdesk offers you the software to manage incidents, Victa helps you to create insights based on TOPdesk data. Discover how you can improve your service level by using the TOPdesk Analytics Dashboard
  • How many incidents occur in which timeframe? On which day (s) of the week, month or year do incidents increase significantly? How many support consultants do I need at what time of the year?
  • What causes our turnaround time to be significantly above our target?
  • How many incidents are not resolved within our SLA time? Which incidents are not resolved and why are they not resolved?
  • Monitor the performance of individuals, groups or departments.
  • Discover trends in incident comparisons over days, weeks, months or years.
TOPdesk Analytics Change management
Use data that your organization collects via the TOPdesk module for change management. TOPdesk offers you the software to manage changes, Victa helps you to create insights based on TOPdesk data. Find out how you can improve your service level by using the TOPdesk Analytics Dashboard.
  • Discover trends in the number of change requests by country, organization, department, person, or specific dates in a year.
  • Find out if you are meeting your SLA response times by comparing it to your average turnaround time.
  • Use filters such as change complexity, status or category.
  • Monitor the performance of individuals, groups or departments.
  • Show your dashboard with open changes, average turnaround time and longest open change request on a television in your office.
Download TOPdesk case study

TOPdesk case study

Would you like more information about the possibilities of TOPdesk case study? Download the free TOPdesk case study whitepaper now and get started right away.
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TOPdesk case study
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TOPdesk makes BI simpler, more accessible and future-proof with Qlik Sense.
TOPdesk makes BI simpler, more accessible and future-proof with Qlik Sense.
"Qlik once again came out as the best party, mainly because of its user-friendliness, for both the end user and the developer. You notice that Qlik is one of the most mature tools on the market. ” says Thijs Verhoef, Head of Business Support, TOPdesk. Because we already had Microsoft SQL Server Reporting Services (SSRS) in-house, we decided to get on two tracks. First of all, we wanted to reproduce the old situation with SSRS, so that the company would not remain without insight for too long. We also wanted to build a data warehouse for TOPdesk. We started both processes in collaboration with OGD, a sister company of TOPdesk. ”

It soon became apparent that developing a reporting and analysis environment with SSRS was more complex than expected. “This turned out to require a lot of technical knowledge, which we had to hire. In fact, we soon saw that this was not going to work either, which made us decide to team up with a market leader in reporting, analytics and visualization of data for our internal solution, ”says Verhoef.
Download the TOPdesk Analytics webinar

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