We performed a comparison between ServiceNow and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution integrates well with other products."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"It has an excellent capability to integrate different access points."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"Identifies better ways to license software or eliminate unused software to save money."
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of this solution is the incident management module."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"Complexities in the organization made the initial deployment complex."
"Transparency in the pricing model needs to be improved."
"It is time-consuming to add new users."
"An operator is also a user but requires creating two different records."
"Change management implementation, facility management, and making reservations on assets can be improved."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"The solution's change management could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. ServiceNow is rated 8.4, while TOPdesk is rated 7.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas TOPdesk is most compared with JIRA Service Management, Freshdesk, Zendesk, NinjaOne and ManageEngine ServiceDesk Plus. See our ServiceNow vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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