Compare ServiceNow vs. TOPdesk

ServiceNow is ranked 1st in Help Desk Software with 23 reviews while TOPdesk is ranked 15th in Help Desk Software with 4 reviews. ServiceNow is rated 8.2, while TOPdesk is rated 8.2. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". On the other hand, the top reviewer of TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Appian, JIRA Service Desk and IBM Maximo, whereas TOPdesk is most compared with JIRA Service Desk, Zendesk Guide, Micro Focus Service Manager, ManageEngine ServiceDesk Plus and Freshdesk. See our ServiceNow vs. TOPdesk report.
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55,002 views|32,280 comparisons
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1,758 views|1,396 comparisons
Most Helpful Review
Find out what your peers are saying about ServiceNow vs. TOPdesk and other solutions. Updated: July 2020.
430,223 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
I have found that sorting and grouping functions are particularly useful.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.The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.Easy to integrate with third-party applications.

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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
Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.It's missing monitoring capabilities.

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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 licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.

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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.

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430,223 professionals have used our research since 2012.
Ranking
1st
out of 55 in Help Desk Software
Views
55,002
Comparisons
32,280
Reviews
23
Average Words per Review
665
Avg. Rating
8.1
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 18% of the time.
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Compared 16% of the time.
Compared 10% of the time.
Compared 7% of the time.
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ServiceNow
TOPdesk
Overview

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

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 ServiceNow
Learn more about TOPdesk
Sample Customers
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow 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
REVIEWERS
Financial Services Firm16%
Healthcare Company14%
Insurance Company10%
Manufacturing Company9%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider10%
Government8%
Media Company4%
VISITORS READING REVIEWS
Computer Software Company49%
Comms Service Provider12%
Non Tech Company7%
Government5%
Company Size
REVIEWERS
Small Business16%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise9%
Large Enterprise71%
No Data Available
Find out what your peers are saying about ServiceNow vs. TOPdesk and other solutions. Updated: July 2020.
430,223 professionals have used our research since 2012.

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