Compare SCSM vs. TOPdesk

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SCSM Logo
Read 11 SCSM reviews.
2,905 views|1,634 comparisons
TOPdesk Logo
1,773 views|1,276 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. TOPdesk and other solutions. Updated: May 2021.
509,641 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products.""The most requested feature from our customers is the helpdesk ticketing system."

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"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI.""When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have.""Its ITSM approach is quite useful.""The most valuable feature of this solution is the incident management module."

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Cons
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.""Mobile application integration would be an improvement.""The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports.""It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.""Resources for understanding compliance and relative compliance need to be made available.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""They need more integration with open-source products.""The user interface needs to be improved."

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"An operator is also a user but requires creating two different records.""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.""Change management implementation, facility management, and making reservations on assets can be improved."

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Pricing and Cost Advice
"Licensing can be complex and confusing.""The price should be lower."

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"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date.""Compared to other products in this segment, I think that they are priced well and not too expensive."

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Questions from the Community
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Top Answer: The most valuable feature of this solution is the incident management module.
Top Answer: The pricing module in my opinion is good. It suits small companies as well as large enterprises. For much smaller companies, it may be priced too high. Compared to other products in this segment, I… more »
Top Answer: Change management implementation, facility management, and making reservations on assets can be improved. In the next release, I would like to see more artificial intelligence algorithms within the… more »
Ranking
6th
out of 56 in Help Desk Software
Views
2,905
Comparisons
1,634
Reviews
11
Average Words per Review
757
Rating
6.6
18th
out of 56 in Help Desk Software
Views
1,773
Comparisons
1,276
Reviews
4
Average Words per Review
358
Rating
8.3
Popular Comparisons
Also Known As
System Center Service Manager
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Overview
System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
Offer
Learn more about SCSM
Learn more about TOPdesk
Sample Customers
Fibabanka, UMC Health System
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Government15%
Comms Service Provider14%
Educational Organization5%
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider26%
Educational Organization12%
Government6%
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
No Data Available
Find out what your peers are saying about SCSM vs. TOPdesk and other solutions. Updated: May 2021.
509,641 professionals have used our research since 2012.

SCSM is ranked 6th in Help Desk Software with 11 reviews while TOPdesk is ranked 18th in Help Desk Software with 4 reviews. SCSM is rated 6.6, while TOPdesk is rated 8.2. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Device42, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, Freshservice and ManageEngine ServiceDesk Plus. See our SCSM vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.