What users are saying about

TOPdesk

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Top Rated
217 Ratings

ServiceNow

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Top Rated
244 Ratings

TOPdesk

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Top Rated
217 Ratings
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Score 8 out of 101

ServiceNow

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Top Rated
244 Ratings
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Score 8 out of 101

Add comparison

Likelihood to Recommend

TOPdesk

After two weeks live with the new version we already have our benefits in working with Incident Management. Communication with the users is much easier and very efficient.
Because we are still a work in progress we haven't seen any processes yet that we couldn't get resolve in TOPdesk.
Lode Bruyninckx profile photo

ServiceNow

ServiceNow is a perfect and great fit for A to B style helpdesk ticketing! I would tend to shy away from this product is your project management shop is on the medium or larger scale. It is ok for smaller projects but not for large complex, multi-team projects. ServiceNow is also great for establishing routine and frequently used workflows that you want to publish to an external or public customer base. There is a lot of potential to relieve a lot of administrative overhead but it requires a lot of back end work to see those results.
Jesse Bickel, MS - PMP profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
ServiceNow
8.5
Organize and prioritize service tickets
TOPdesk
8.2
ServiceNow
9.3
Expert directory
TOPdesk
6.6
ServiceNow
8.1
Service restoration
TOPdesk
7.4
ServiceNow
8.6
Self-service tools
TOPdesk
8.0
ServiceNow
8.5
Subscription-based notifications
TOPdesk
7.4
ServiceNow
8.3
ITSM collaboration and documentation
TOPdesk
7.6
ServiceNow
8.4
ITSM reports and dashboards
TOPdesk
6.9
ServiceNow
8.4

ITSM asset management

TOPdesk
7.1
ServiceNow
8.0
Configuration mangement
TOPdesk
7.1
ServiceNow
8.2
Asset management dashboard
TOPdesk
7.6
ServiceNow
8.1
Policy and contract enforcement
TOPdesk
6.7
ServiceNow
7.7

Change management

TOPdesk
7.3
ServiceNow
9.1
Change requests repository
TOPdesk
7.8
ServiceNow
9.1
Change calendar
TOPdesk
6.9
ServiceNow
8.9
Service-level management
TOPdesk
7.1
ServiceNow
9.2

Pros

  • Keep track of all the items, solved or unsolved. It is a database where you can track and trace all the issues.
  • With this information, you can find the best and worst of the supported products.
  • The TOPdesk application makes it much easier as the previous mail solution for support. An incoming issue can be sent to help desk member. If it can't be solved by his knowledge it is easy to transfer it to a second line help desk and even go to our development team.
  • There is never a question lost in this situation.
Alex Vermeulen profile photo
  • ServiceNow does a great job in creating a one-stop shop for ticketing for any organization large or small. The system has the ability to scale easily to both internal and external customers.
  • ServiceNow has the ability to scale beyond ticketing to include contract and project management modules to further support one single operation for administration.
  • ServiceNow integrates very well with Microsoft Active Directory.
  • ServiceNow has a very robust set of permissions and rules you can apply for a high level of security.
Jesse Bickel, MS - PMP profile photo

Cons

  • For me, it suits our needs.
Alex Vermeulen profile photo
  • ServiceNow knowledgebase is limited for self-learning on how to use their features.
  • ServiceNow sometimes has a very linear approach to some workflows or assignments where there could only be one child/parent relationship.
  • The ServiceNow features for Project Management serves its function is rather cumbersome. The dependencies aspect or predecessors or successors options are rather limited. It is more focused on hours planned vs hours worked then dependencies.
  • ServiceNow customer support is hit or miss. They could serve to have more self-help step by step articles.
  • ServiceNow needs to have a better export or import features for their Project Management module.
Jesse Bickel, MS - PMP profile photo

Likelihood to Renew

TOPdesk8.2
Based on 5 answers
Fully satisfied so far with the product and the support.
Karl Schuele profile photo
ServiceNow9.5
Based on 12 answers
They continually listen to customer feedback and improve their product in each new release.
No photo available

Usability

TOPdesk7.3
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
ServiceNow9.4
Based on 7 answers
I have used Service Now with two different companies and found in both instances that it was very easy to use and get comfortable with. I like the fact that it is web-based, providing an opportunity to use from home when needed. I also have used other forms of service delivery software and so far have found Service Now to be far and away the easiest to use
Paul Trupka profile photo

Reliability and Availability

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
ServiceNow10.0
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

Performance

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
ServiceNow9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes profile photo

Support

TOPdesk8.5
Based on 84 answers
Fast, skilled and very friendly!
Stijn Buitenhuis profile photo
ServiceNow10.0
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

Online Training

No score
No answers yet
No answers on this topic
ServiceNow1.0
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

Implementation

TOPdesk7.2
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
ServiceNow10.0
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

Alternatives Considered

The implementation is of course much easier than Redline. This is a cheap shot because Redmine is open source so it’s most of the time harder to implement. The technical knowledge needed for Redmine is not needed for TopDesk. The layout and design of TopDesk are much better. Although you really need to get used to the way of navigating. This could be done easier. A fresh desk is simply a Helpdesk tool while TopDesk offers far more. The addition of configuration management, SLA, and all other modules makes TopDesk a far more powerful tool
Stijn Buitenhuis profile photo
In my opinion, ServiceNow has no competitors in the space it operates. It is best in class, and it really is just a decision on a specific module of ServiceNow against what ever other tool you are comparing against it. As a whole, the out of box ITIL package is best in breed.
Anthony Zappala profile photo

Scalability

TOPdesk7.3
Based on 1 answer
No answer on this topic is available.
ServiceNow10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes profile photo

Return on Investment

  • Increased efficiency
  • Peace of mind. Due to overview
  • Clear priorities for users and easy to do lists
Stijn Buitenhuis profile photo
  • SN ease of use has cut down on the learning curve, and thus the amount of time it takes to train a new hire.
  • I'm not sure on the financial side, but from a workability side, SN gets customers "in and out the door" much faster than it's predecessor. (ServiceCenter in my environment)
  • Technicians can update quicker, and easier, creating a greater likelihood of meeting SLAs. Meeting SLAs is bread and butter for our contract's overall success.
Ryan Weller profile photo

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.

TOPdesk More Information

ServiceNow

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

ServiceNow More Information