Alemba Service Manager vs. TOPdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Alemba Service Manager
Score 7.3 out of 10
N/A
The former VMware Service Manager was an ITSM option from VMware. VMware stopped supporting SM in 2017 and transferred support to VMware partner Alemba. The product is presently supported by Alemba, as Alemba Service Manager.N/A
TOPdesk
Score 8.7 out of 10
Mid-Size Companies (51-1,000 employees)
TOPdesk is the flagship highly-modular cloud-based or installed ITSM service desk and asset management solution from the Dutch company of the same name, for enterprise companies.N/A
Pricing
Alemba Service ManagerTOPdesk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Alemba Service ManagerTOPdesk
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe TOPdesk license model: - Modular: Organizations purchase only the modules needed - Saas or On premise - Supports unlimited number of assets. - End users OR service agents based. For flexibility in the number of agents for e.g. extra busy times of the year, the end user license allows adding agents without any restrictions, no day passes needed.
More Pricing Information
Community Pulse
Alemba Service ManagerTOPdesk
Top Pros
Top Cons
Features
Alemba Service ManagerTOPdesk
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Alemba Service Manager
-
Ratings
TOPdesk
7.9
206 Ratings
3% below category average
Organize and prioritize service tickets00 Ratings8.3206 Ratings
Expert directory00 Ratings7.4145 Ratings
Service restoration00 Ratings8.0139 Ratings
Self-service tools00 Ratings8.1192 Ratings
Subscription-based notifications00 Ratings7.8143 Ratings
ITSM collaboration and documentation00 Ratings8.2157 Ratings
ITSM reports and dashboards00 Ratings7.3166 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Alemba Service Manager
-
Ratings
TOPdesk
8.1
168 Ratings
1% below category average
Configuration mangement00 Ratings8.3157 Ratings
Asset management dashboard00 Ratings7.8143 Ratings
Policy and contract enforcement00 Ratings8.2109 Ratings
Change management
Comparison of Change management features of Product A and Product B
Alemba Service Manager
-
Ratings
TOPdesk
7.8
163 Ratings
7% below category average
Change requests repository00 Ratings7.5156 Ratings
Change calendar00 Ratings7.9123 Ratings
Service-level management00 Ratings8.0133 Ratings
Best Alternatives
Alemba Service ManagerTOPdesk
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Alemba Service ManagerTOPdesk
Likelihood to Recommend
9.0
(2 ratings)
8.7
(208 ratings)
Likelihood to Renew
8.0
(1 ratings)
8.7
(120 ratings)
Usability
-
(0 ratings)
9.0
(30 ratings)
Availability
-
(0 ratings)
9.1
(9 ratings)
Performance
-
(0 ratings)
8.1
(9 ratings)
Support Rating
-
(0 ratings)
8.7
(175 ratings)
In-Person Training
-
(0 ratings)
7.5
(3 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
9.8
(17 ratings)
Configurability
-
(0 ratings)
8.9
(8 ratings)
Ease of integration
-
(0 ratings)
7.4
(17 ratings)
Product Scalability
-
(0 ratings)
9.1
(9 ratings)
Vendor post-sale
-
(0 ratings)
9.0
(7 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(7 ratings)
User Testimonials
Alemba Service ManagerTOPdesk
Likelihood to Recommend
Alemba
When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.
Read full review
TOPdesk
TOPdesk is a comprehensive service management software ideal for IT-departments, managing incidents in handling change requests. Also fiscality management can use it to keep track of assets and booking of rooms for meetings e.g. Also the registration of employees can be managed by TOPdesk and is therefore ideal for HR department. A scenario where it is less appropriate would be production planning.
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Pros
Alemba
  • Manage service processes
  • Manage pools
  • Automate services
Read full review
TOPdesk
  • TOPdesk provides a clean and modern interface for all of its modules. Many of the modules have a similar look and feel, which makes it easy for users to utilize each one.
  • Its workflow system allows administrators and developers to define what needs to occur when certain events happen. This can ensure that processes happen in the correct sequence.
  • TOPdesk includes a vast API system to allow for external systems to integrate with it, and for TOPdesk to communicate with external systems.
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Cons
Alemba
  • Embedded CI (configuration Item) scanner
  • Reporting and dashboarding engine
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TOPdesk
  • Knowledge Base - The creation is a bit buggy. For example: Image resize only works in Firefox
  • Keep Alive - We keep getting "Website is not up to date" from time to time
  • Dark Mode is missing
  • Save settings - I have to sort the lists every time I open them. If there is a way, it is not easy to find
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Likelihood to Renew
Alemba
It's performed just how I want it to, so no real complaints really
Read full review
TOPdesk
We have a multi-year contract and plan on keeping the database growing with our inventory. Techs are getting used to it and seem to like the ease of use and reliability of the cloud system. We have never seen it go down before and maintenance windows have been short and easy to work around.
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Usability
Alemba
No answers on this topic
TOPdesk
Sometimes I think some things are hard to find. I often do not know if I have to search in Settings or in Modules. In some cases the user has to do a lot of clicks for example to link a key to a user. Something could work a little smarter.
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Reliability and Availability
Alemba
No answers on this topic
TOPdesk
Like I said somewhere else in this review: the helpdesk of TOPdesk is top of the bill! In the Netherlands, that is. I can not plea for the helpdesks in other countries, but I guess the TOPdesk organization will make sure the quality of the helpdesk is the same in every country.
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Performance
Alemba
No answers on this topic
TOPdesk
Although being a SAAS solution, TOPdesk performs pretty fast. One can imagine that any SAAS solution is slow or has hiccups, but we have not experienced such with TOPdesk. Pages load quickly, logging in goes smoothly. We have made reports on premise in the past - that always took some time, as you might expect with such complex tasks. It seems that in the SAAS solution TOPdesk somehow has managed to make it even faster!
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Support Rating
Alemba
No answers on this topic
TOPdesk
TOPdesk is easy to use and affordable with all the major features required for any organization to smoothly manage its services. We were not quite sure at the beginning if we should go with the TOPdesk for IT service management but we started getting used to it in just a few months. Now, after using it for 3 years, it has been a backbone tool of our organization. The customer support provided by TOPdesk is fast and reliable.
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In-Person Training
Alemba
No answers on this topic
TOPdesk
We had Topdesk in-house here training staff for almost a month (2-3 hour meetings 3x a week.) It was invaluable and we were able to take that training and share with the rest of our IT staff. Once implemented we were able to fly from there. The challenges we found were in how to get started. Once started the knowledge base offered from Topdesk has been invaluable.
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Online Training
Alemba
No answers on this topic
TOPdesk
Online training documentation is easy to access and consume. There is no real challenges with finding information on how to use the product and some really helpful knowledge base items that show us how valuable these options are in our own implementation of it. The online training we've used has been self driven
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Implementation Rating
Alemba
No answers on this topic
TOPdesk
It was a challenge to port over years of the same thing and we ended up keeping old ideas in Topdesk that we will eventually weed out as time passes and we learn how users view categories and flows of tickets. Planning is key but bear in mind that just because you used to do it this way doesn't mean you still have to
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Alternatives Considered
Alemba
It wasn't my selection, it's been used for more than five years in the current organization.
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TOPdesk
We used to use Maintenance direct - it also had limitations in what we were able to utilize it for. The biggest thing we did use if for was utilities. I'm still working on the comparison to the TOPdesk Utility module to see if it fulfills our requirements from a reporting and financial standpoint. We selected TOPdesk over the Maintenance upgrade due to it being more user friendly and we could focus our time on getting things completed rather than setting up users and monitoring their activity. The ability to put TOPdesk on mobile devices for the technicians has been huge for us. We can do real-time work order assignments while they are in the field. Our old system did not do this.
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Scalability
Alemba
No answers on this topic
TOPdesk
TOPdesk is very flexible and scalable. Every department in you organization can you the software. Perhaps some persons need some training, but that can be provided by TOPdesk ot some keyusers.
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Return on Investment
Alemba
  • Less management time spent on VMs and virtual environment
  • Less money spent on compute
  • Less money spent on servers
Read full review
TOPdesk
  • This year we moved to a unified hardware budget where IT now orders all assets from our budget. Asset management is key to that goal. TOPdesk has enabled our department to move forward with of Computer Lifecycle program of replacements.
  • TOPdesk did come with a cost, we went from using the free Spiceworks solution to a paid solution with TOPdesk. But I firmly believe the benefits outweigh the cost.
  • We had started to have stability issues with our old helpdesk solution. With TOPdesk I have had no downtime and by it being cloud-based we no longer have to have onsite servers.
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ScreenShots