What users are saying about
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Top Rated
290 Ratings
441 Ratings
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Score 8.4 out of 100

TOPdesk

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Top Rated
290 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • ServiceNow IT Service Management ranks higher in 1 feature set: Change management
  • TOPdesk ranks higher in 1 feature set: ITSM asset management
  • ServiceNow IT Service Management and TOPdesk are tied in 1 feature set: Incident and problem management

Incident and problem management

8.1

ServiceNow IT Service Management

81%
8.1

TOPdesk

81%
TOPdesk ranks higher in 4/7 features

Organize and prioritize service tickets

9.0
90%
67 Ratings
8.8
88%
140 Ratings

Expert directory

7.9
79%
51 Ratings
8.1
81%
89 Ratings

Service restoration

7.8
78%
56 Ratings
8.3
83%
90 Ratings

Self-service tools

7.6
76%
65 Ratings
8.1
81%
129 Ratings

Subscription-based notifications

7.4
74%
63 Ratings
7.5
75%
98 Ratings

ITSM collaboration and documentation

8.4
84%
60 Ratings
8.0
80%
107 Ratings

ITSM reports and dashboards

8.4
84%
62 Ratings
7.8
78%
114 Ratings

ITSM asset management

7.8

ServiceNow IT Service Management

78%
8.3

TOPdesk

83%
TOPdesk ranks higher in 3/3 features

Configuration mangement

7.7
77%
60 Ratings
8.7
87%
109 Ratings

Asset management dashboard

8.1
81%
59 Ratings
8.1
81%
96 Ratings

Policy and contract enforcement

7.7
77%
53 Ratings
8.1
81%
78 Ratings

Change management

8.1

ServiceNow IT Service Management

81%
8.0

TOPdesk

80%
ServiceNow IT Service Management ranks higher in 2/3 features

Change requests repository

8.3
83%
61 Ratings
8.0
80%
108 Ratings

Change calendar

7.8
78%
55 Ratings
7.6
76%
88 Ratings

Service-level management

8.2
82%
57 Ratings
8.4
84%
90 Ratings

Attribute Ratings

  • ServiceNow IT Service Management is rated higher in 6 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Performance, Implementation Rating, Product Scalability
  • TOPdesk is rated higher in 3 areas: Usability, Support Rating, Online Training

Likelihood to Recommend

8.7

ServiceNow IT Service Management

87%
79 Ratings
8.6

TOPdesk

86%
140 Ratings

Likelihood to Renew

10.0

ServiceNow IT Service Management

100%
12 Ratings
9.2

TOPdesk

92%
50 Ratings

Usability

6.4

ServiceNow IT Service Management

64%
11 Ratings
8.9

TOPdesk

89%
24 Ratings

Availability

10.0

ServiceNow IT Service Management

100%
2 Ratings
8.9

TOPdesk

89%
9 Ratings

Performance

9.0

ServiceNow IT Service Management

90%
2 Ratings
8.2

TOPdesk

82%
9 Ratings

Support Rating

7.5

ServiceNow IT Service Management

75%
40 Ratings
8.5

TOPdesk

85%
218 Ratings

In-Person Training

ServiceNow IT Service Management

N/A
0 Ratings
7.3

TOPdesk

73%
1 Rating

Online Training

1.0

ServiceNow IT Service Management

10%
1 Rating
6.4

TOPdesk

64%
1 Rating

Implementation Rating

10.0

ServiceNow IT Service Management

100%
6 Ratings
7.2

TOPdesk

72%
17 Ratings

Product Scalability

10.0

ServiceNow IT Service Management

100%
1 Rating
8.5

TOPdesk

85%
8 Ratings

Likelihood to Recommend

ServiceNow IT Service Management

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk is best suited for mid-size and large-size organizations where employees can use a self-service portal to quickly find answers, report incidents, book resources, or call for support. It is not appropriate for enterprises and governmental organizations where the privacy of information is a must.
Nabin Poudel | TrustRadius Reviewer

Pros

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

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.
Dustin Fawver | TrustRadius Reviewer

Cons

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

TOPdesk

  • Sometimes it is clunky to assign something to a specific person, unless you know the dept. that person is in.
  • If your dashboards are not configured correctly, its very hard to find work assigned to you.
  • The search function is only skin deep, unable to pull information on what was said in the ticket.
Anonymous | TrustRadius Reviewer

Pricing Details

ServiceNow IT Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

TOPdesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

TOPdesk Editions & Modules

Additional Pricing Details
TOPdesk has a unique license model: - Modular: Select the modules you need and easily expand as your business grows - Saas or On premise - Unlimited number of assets. Successful asset management should not be dependent on the license of your product. - End users OR service agents based, whichever fits your situation best. If you are looking for flexibility in the number of agents for e.g. extra busy times of the year, the flexible end user license lets you add agents without any restrictions, no day passes needed.

Likelihood to Renew

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 9.2
Based on 50 answers
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.
John Glenn | TrustRadius Reviewer

Usability

ServiceNow IT Service Management

ServiceNow IT Service Management 6.4
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

TOPdesk

TOPdesk 8.9
Based on 24 answers
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.
Rianne Willems | TrustRadius Reviewer

Reliability and Availability

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

TOPdesk

TOPdesk 8.9
Based on 9 answers
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.
Mark Coutinho | TrustRadius Reviewer

Performance

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

TOPdesk

TOPdesk 8.2
Based on 9 answers
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!
Mark Coutinho | TrustRadius Reviewer

Support Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 7.5
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 8.5
Based on 218 answers
Support can be hit or miss. Sometimes response times are great and sometimes we have to continue to follow up to get answers. It appears that if the issue is hard or time consuming we get less assistance than if it is a quick fix.
Anonymous | TrustRadius Reviewer

In-Person Training

ServiceNow IT Service Management

No score
No answers yet
No answers on this topic

TOPdesk

TOPdesk 7.3
Based on 1 answer
The training was short but effective. 1 day to train key users
Wil Kuijpers | TrustRadius Reviewer

Online Training

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

TOPdesk

TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
Bart Wessels | TrustRadius Reviewer

Implementation Rating

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

TOPdesk

TOPdesk 7.2
Based on 17 answers
SAAS implementation on our end could not be done by TOPdesk due to the fact that they do not offer it. Ask directly from the beginning for support from a SAAS specialist.
Karl Schuele | TrustRadius Reviewer

Alternatives Considered

ServiceNow IT Service Management

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Jessica Rich | TrustRadius Reviewer

TOPdesk

TOPdesk was picked as our new Helpdesk solution due to the Asset Management module and the ability to integrate to Active Directory. When we work with the product demo we enjoyed the way TOPdesk does its work flow. Just about any field in the system is customizable. I have found their knowledge base of the product to be well written and up-to-date.
Joel Townsend | TrustRadius Reviewer

Scalability

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

TOPdesk

TOPdesk 8.5
Based on 8 answers
In connection with invoicing the various companies and departments, we have split these up within td. This is easy to get arranged.
Anonymous | TrustRadius Reviewer

Return on Investment

ServiceNow IT Service Management

  • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
  • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
  • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
Anonymous | TrustRadius Reviewer

TOPdesk

  • The self-service portal has allowed us to shift left massively. Students can find the solutions themselves very often.
  • It has allowed easier collaborative working between teams.
  • We are more efficient as we do not have to ask the student to repeat their question and we can record everything necessary in the incident. This provides an improved student experience as well as improved staff efficiency.
Rachel Wright | TrustRadius Reviewer

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