What users are saying about
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Top Rated
258 Ratings
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Top Rated
223 Ratings

ServiceNow

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Top Rated
258 Ratings
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Score 8.1 out of 101

TOPdesk

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Top Rated
223 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

ServiceNow

ServiceNow is well suited as a ticketing tool for both large enterprises where major ticketing tool needs to have integrations with multiple third-party apps and the medium scale companies as well, where management doesn't want to spend too much cost and manpower in creating and maintaining a ticketing system. ServiceNow also provides lots of features which helps to reduce the cost of different tools required for individual tasks.
Vaibhav Gupta profile photo

TOPdesk

TOPdesk is well suited to any information technology department or organization that operates on a ticket based system. The tracking and management of workloads is excellent, and in fact, the system is appropriate for any organization that track work based on tickets.
Any appointment based system can be modeled inside TOPdesk using the appointment planning board, allowing managers to see the planned appointments of employees.
Jason Barker profile photo

Feature Rating Comparison

Incident and problem management

ServiceNow
8.5
TOPdesk
7.5
Organize and prioritize service tickets
ServiceNow
9.1
TOPdesk
8.2
Expert directory
ServiceNow
8.0
TOPdesk
6.8
Service restoration
ServiceNow
8.5
TOPdesk
7.4
Self-service tools
ServiceNow
8.6
TOPdesk
8.2
Subscription-based notifications
ServiceNow
8.4
TOPdesk
7.6
ITSM collaboration and documentation
ServiceNow
8.5
TOPdesk
7.6
ITSM reports and dashboards
ServiceNow
8.4
TOPdesk
6.8

ITSM asset management

ServiceNow
8.1
TOPdesk
7.2
Configuration mangement
ServiceNow
8.2
TOPdesk
7.0
Asset management dashboard
ServiceNow
8.2
TOPdesk
7.6
Policy and contract enforcement
ServiceNow
7.8
TOPdesk
6.9

Change management

ServiceNow
8.9
TOPdesk
7.3
Change requests repository
ServiceNow
9.1
TOPdesk
7.8
Change calendar
ServiceNow
8.7
TOPdesk
6.8
Service-level management
ServiceNow
8.9
TOPdesk
7.2

Pros

ServiceNow

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Vaibhav Gupta profile photo

TOPdesk

  • Self-service Portal is very good, particularly with the latest version. If you populate the knowledge base well, users can often find the help they need before needing to raise a call
  • Escalation and routing of calls is very straightforward which allows the operators to work efficiently when dealing with calls
  • Separation of different teams within TOPdesk works very well so that they can manage their own calls without seeing each others
Ian Short profile photo

Cons

ServiceNow

  • Search capability can be further improved
  • The bulk ticket update feature can be added if not available as I haven't seen it until now
  • Can introduce power chart features like Power BI and others
Vaibhav Gupta profile photo

TOPdesk

  • System is made up of modules which is good for the scalability, however, there is duplication of configuration effort if you have many of the modules. Ie. L1 and L2 tickets require all actions and events to be duplicated if they are the same.
  • Survey module might be better suited as an integration with market leader engine.
  • SSP forms could be more flexible if they were HTML capable to provide users a better UI
  • Enable the ability to import and export forms, templates, configurations via a customer marketplace. We could upload a good template or rule and other customers could down load it and use it (with a few configuration changes)
  • Knowledgebase articles could be HTML capable for improved user UI. Allow users to subscribe to KB articles and social media.
  • Allow users to update their user profiles with additional details (ie cell #, social media links, education, courses etc.)
  • Add education and training/courses to user profiles. This could provide organizations the ability to manage training.
  • Add task management. Not everything is a ticket. Many department activities that are requested or managed do not need to be a support ticket. Often meetings generate tasks that could be added to Topdesk. A task could be attached to an operator with task name, description, due date, perhaps even a checklist. Then email templates can be added to notify the requestor when complete.
  • Project module is lacking some of the basic details and metrics found in portfolio management (budget, summary, start date, target date, expenses, assets, time management). Project templates could be improved.
  • Could use a time and expense management. Expenses, time by ticket, project, task and/or a simple timesheet and expense sheet for approvals.
  • Finish the Asset modules to eliminate working with 2 asset modules.
Peter Scantland profile photo

Likelihood to Renew

ServiceNow

ServiceNow 9.8
Based on 12 answers
If was my choice [a long] time ago this software would be gone for good.
Max Lewenhaupt profile photo

TOPdesk

TOPdesk 8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo

Usability

ServiceNow

ServiceNow 9.8
Based on 7 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 profile photo

TOPdesk

TOPdesk 7.3
Based on 6 answers
Based on my short experience with TOPdesk, but long experience with Service-Now, I am very happy with the product.
Karl Schuele profile photo

Reliability and Availability

ServiceNow

ServiceNow 10.0
Based on 1 answer
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 profile photo

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Performance

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Support

ServiceNow

ServiceNow 10.0
Based on 4 answers
The ServiceNow team is U.S. based, highly responsive, friendly and intelligent. Technical support is one of the strongest differentiators of this company.
Lee Cullom profile photo

TOPdesk

TOPdesk 8.6
Based on 87 answers
This is TopDesks competitive edge. They are less focused on the application and more focused on the customer and their success.
Peter Scantland profile photo

Online Training

ServiceNow

ServiceNow 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.
No photo available

TOPdesk

No score
No answers yet
No answers on this topic

Implementation

ServiceNow

ServiceNow 10.0
Based on 3 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 profile photo

TOPdesk

TOPdesk 7.2
Based on 3 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 profile photo

Alternatives Considered

ServiceNow

ServiceNow is a much more complete, robust, cloud-based product than BMC Remedy. The ServiceNow interface and customization tools are very robust allowing customization as needed.Because the Remedy interface is a bit more simplistic, it is likely a better solution for a quick implementation without a lot of planning. Proper implementation of ServiceNow requires a significant investment in planning before customization commences.
No photo available

TOPdesk

It's 1000 times better than Microsoft CRM, which was clunky and not user-friendly at all. Also, we had no SSP with CRM.
Dan Moncion profile photo

Scalability

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

TOPdesk

TOPdesk 7.3
Based on 1 answer
No answer on this topic is available.

Return on Investment

ServiceNow

  • Positive impact - Great ROI due to the ability to automate business processes, which in tern means our agents are more efficient and productive. This had lead to a drastic decrease in the need for additional personnel. Our Care departments were able to save money on hiring less people.
  • Negative impact - Because our agents had to use this system along with 2 other CRM systems, we were duplicating our expenditure on systems that had overlapping functionality. This lead to serious consideration into whether ServiceNow was really a necessity when there were other ticketing systems that combined the power of Customer Relationship Management.
  • Positive impact - Using ServiceNow brought us the ability to implement ITIL processes and concepts into play, which really helped us analyze how we were doing business and how to efficiently manage all of the IT aspects of our company. This led to efficiencies across multiple organizations, therefore allowing us to restructure and align our business org.
No photo available

TOPdesk

  • Since this the first service desk I've used and it's the company's first ticketing system I can't tell if there is a positive or negative impact on ROI.
  • TOPdesk is used daily, so it's definitely being used.
  • We are slowing expanding its use. We started using the change management part of the system.
Randy MacFarland profile photo

Pricing Details

ServiceNow

General

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

TOPdesk

General

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

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