Compare SCSM vs. TOPdesk

SCSM is ranked 3rd in Help Desk Software with 13 reviews while TOPdesk is ranked 15th 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, ManageEngine ServiceDesk Plus, JIRA Service Desk, BMC Helix ITSM and BeyondTrust Remote Support, whereas TOPdesk is most compared with ServiceNow, JIRA Service Desk, Zendesk Guide, Micro Focus Service Manager and ManageEngine ServiceDesk Plus. See our SCSM vs. TOPdesk report.
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SCSM Logo
Read 13 SCSM reviews.
2,979 views|1,844 comparisons
TOPdesk Logo
1,758 views|1,396 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. TOPdesk and other solutions. Updated: July 2020.
431,024 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 reporting is very good.The most valuable feature is the reporting of incidents.We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.The most requested feature from our customers is the helpdesk ticketing system.Many more features than other comparable products.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.

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The most valuable feature of this solution is the incident management module.Its ITSM approach is quite useful.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.

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Cons
The configuration could be easier.We would like to see a web-based interface that works on mobile devices.One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.The user interface needs to be improved.They need more integration with open-source products.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.Resources for understanding compliance and relative compliance need to be made available.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.

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Change management implementation, facility management, and making reservations on assets can be improved.The solution's change management could be better.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.An operator is also a user but requires creating two different records.

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Pricing and Cost Advice
The price should be lower.Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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Compared to other products in this segment, I think that they are priced well and not too expensive.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.

More TOPdesk Pricing and Cost Advice »

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431,024 professionals have used our research since 2012.
Ranking
3rd
out of 55 in Help Desk Software
Views
2,979
Comparisons
1,844
Reviews
12
Average Words per Review
696
Avg. Rating
6.6
15th
out of 55 in Help Desk Software
Views
1,758
Comparisons
1,396
Reviews
4
Average Words per Review
358
Avg. Rating
8.3
Popular Comparisons
Compared 45% of the time.
Compared 12% of the time.
Compared 5% of the time.
Compared 4% of the time.
Compared 33% of the time.
Compared 16% of the time.
Compared 10% of the time.
Also Known As
System Center Service Manager
Learn
Microsoft
TOPdesk
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 SystemCity 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 Company26%
Government17%
Construction Company12%
Wholesaler/Distributor8%
VISITORS READING REVIEWS
Computer Software Company48%
Comms Service Provider11%
Non Tech Company7%
Government5%
Find out what your peers are saying about SCSM vs. TOPdesk and other solutions. Updated: July 2020.
431,024 professionals have used our research since 2012.

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