What users are saying about
441 Ratings
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Based on 441 reviews and ratings
TOPdesk
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Top Rated
290 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 290 reviews and ratings
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
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
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
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.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesTOPdesk
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.
CEO
Curl LabsComputer Software, 51-200 employees
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.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
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.
Sr. Help Desk Technician
East Tennessee State UniversityHigher Education, 1001-5000 employees
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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesTOPdesk
- 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.

Verified User
Engineer in Information Technology
Education Management Company, 201-500 employeesPricing 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 |
---|
- 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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesTOPdesk
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.
Network Operations Manager
Presbyterian Church (U.S.A.)Religious Institutions, 501-1000 employees
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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
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.
Applicatie beheerder
FPC de Rooyse WisselHospital & Health Care, 501-1000 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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!
Network System Administrator
AidsfondsNon-profit Organization Management, 51-200 employees
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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesTOPdesk
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.

Verified User
Manager in Finance and Accounting
Education Management Company, 501-1000 employeesIn-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
Informationmanagement in public health
Stichting Informatie Voorziening ZorgHospital & Health Care, 1-10 employees
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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesTOPdesk
TOPdesk 6.4
Based on 1 answer
Simple training, Just to know the basics
System Engineer
Egency B.V.Information Technology and Services, 11-50 employees
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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
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.
Senior Manager IT Infrastructure
NGK Spark Plug Europe GmbHAutomotive, 201-500 employees
Alternatives Considered
ServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
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.
Helpdesk Administrator
PCUSANon-profit Organization Management, 201-500 employees
Scalability
ServiceNow IT Service Management
ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.

Verified User
Project Manager in Information Technology
Farming Company, 201-500 employeesReturn 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

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employeesTOPdesk
- 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.
Student Service Desk Manager
Anglia Ruskin UniversityHigher Education, 1001-5000 employees