ServiceNow IT Service Management vs TOPdesk

• 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.

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• 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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• 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!

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• 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.

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• 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

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• 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.

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