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."ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"Straightforward tool."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"Change management is most valuable."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"It is an easy-to-use solution."
"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."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Change management is the most critical feature."
"The most valuable feature of this solution is the incident management module."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"If you have advanced questions, technical support often doesn't know the answer."
"Integration capabilities can improve."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"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."
"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."
"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."
"It is time-consuming to add new users."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while TOPdesk is ranked 20th 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, Appian and IBM Maximo, whereas TOPdesk is most compared with JIRA Service Management, Freshdesk, BMC Helix ITSM, NinjaOne and Zendesk. 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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