What users are saying about

TOPdesk

Top Rated
207 Ratings

ServiceNow

Top Rated
227 Ratings

TOPdesk

Top Rated
207 Ratings
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Score 8 out of 101

ServiceNow

Top Rated
227 Ratings
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Score 7.9 out of 101

Add comparison

Likelihood to Recommend

TOPdesk

TOPdesk works well for call/issue management and benefits from being based on the ITIL model. It can help if you have different teams/departments which need a service management tool but want to manage their calls separately. Whilst the concept of having a number of modules which link together is good, in practice it can take quite a bit of effort to get them working well together.
Ian Short profile photo

ServiceNow

We found several scenarios where ServiceNow is slow. In regards to performance, I have sent tickets several times to our team to review the poor performance without any success. Our business requires quick action many times on issues and ServiceNow is not providing quick performance for our tasks.
Max Lewenhaupt profile photo

Feature Rating Comparison

Incident and problem management

TOPdesk
7.4
ServiceNow
8.4
Organize and prioritize service tickets
TOPdesk
8.2
ServiceNow
9.2
Expert directory
TOPdesk
6.6
ServiceNow
8.1
Service restoration
TOPdesk
7.4
ServiceNow
8.3
Self-service tools
TOPdesk
8.0
ServiceNow
8.2
Subscription-based notifications
TOPdesk
7.4
ServiceNow
8.9
ITSM collaboration and documentation
TOPdesk
7.6
ServiceNow
8.3
ITSM reports and dashboards
TOPdesk
6.9
ServiceNow
7.8

ITSM asset management

TOPdesk
7.2
ServiceNow
7.9
Configuration mangement
TOPdesk
7.1
ServiceNow
8.2
Asset management dashboard
TOPdesk
7.6
ServiceNow
7.9
Policy and contract enforcement
TOPdesk
6.8
ServiceNow
7.6

Change management

TOPdesk
7.3
ServiceNow
9.0
Change requests repository
TOPdesk
7.9
ServiceNow
9.0
Change calendar
TOPdesk
6.9
ServiceNow
8.9
Service-level management
TOPdesk
7.1
ServiceNow
9.1

Pros

  • It's very easy for users to log calls.
  • The knowledge base is a very powerful tool to assist in self-service.
  • Since TOPdesk is based on ITIL it's very easy to grasp how the individual modules relate to one another.
  • Insightful reports are relatively easy to set up.
Robert van Geenen profile photo
  • Incident Management is the obvious first choice. It arrives out of the box (OOB) fully able to meet the needs of an ITIL compliant/guided Service Desk. The relatively low amount of configuration (usually data and/or special use needs) required to get up and running in an enterprise means that you can immediately be productive with the product and begin identifying mission critical concerns that impede your business success. The #1 benefit, in my estimation, is that the product prevents issues from falling through the cracks. Clients will no longer fail to get resolution because their incidents get lost, passed over or simply forgotten.
  • Change Management, always a challenge, benefits from the task based nature of ServiceNow. When combined with the Configuration Management Database and the intrinsic Workflow Manager, ServiceNow provides an integrated set of tools to respond to IT change processes. When integration of Incident, problem and change are in place an enterprise has all it needs to identify concerns, investigate root cause, make critical changes or reparation expediently. The platform also provides for executive level (and deeper) reporting to identify trends of service improvement - or degradation.
  • Keep in mind that the tool does not necessarilly require a troop of developers to configure. Most configurations and behaviors require either no or a only a few simple javascript code lines to accomplish. Very often the stakeholders themselves can perform the module changes they need.
  • While the individual topic modules are excellent, they would be less effective were it not for the notification engine that permeates the entire platform. Keeping everyone on the same page is a snap. Customer facing communications are separate from internal facing communications. Messages are automated at configurable ticket state changes, at defined events in the system, on the fly in a task form... The methods are email - easily customized to be branded and even personalized by user or department, and SMS notifications.
Randall Hodgins profile photo

Cons

  • The ability to use a smartphone (or even tablet) to scan a barcode or QR-code to log a call relating to that asset would be a great improvement.
  • When logging a call, the user could benefit from instant suggestions taken from the knowledge base.
  • Integrated chat w/ internal support staff would be a nice feature.
Robert van Geenen profile photo
  • Incidents and CR - search on keywords could use some improvements
  • Reporting module - more built in reports would be useful
  • IT Asset management can use some improvements as well
Lorena Leonard profile photo

Likelihood to Renew

TOPdesk8.2
Based on 4 answers
we like the product
Bart Wessels profile photo
ServiceNow3.7
Based on 11 answers
Our organization seems to be committed to using this powerful software tool. I am not involved in any of the decision making process for this. The primary users and administrators are very happy with ServiceNow's utility
Michael Sypes profile photo

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
ServiceNow2.6
Based on 6 answers
Performance is generally poor and sometimes very poor. Users call it Service-Later. This is probably the most user unfriendly system ever created. The database structure is so complex (read chaotic) that reporting is extremely difficult to manage. I wish they could get a refund.
No photo available

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 79 answers
TOPdesk offers great support. Questions and issues are picked up very promptly and handled by a highly expert staff. Promises are kept.
Robert van Geenen profile photo
ServiceNow7.0
Based on 3 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
ServiceNow9.9
Based on 2 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

We chose TOPdesk because we had received a very clear quotation and the implementation time was very short. The offer was also fixed price. No open ends .....
Ricardo Groen profile photo
Very similar products. SN was easier and faster to implement using Covestic. Though the initial implementation was rushed into for us so we didn't get advantage of many features of the product initially. But after a couple of years of using it on a regular basis and using more and more modules, lots of improvements, it is definitely a huge help for our organization. SN is a powerful product and we hope to take full advantage of all the modules and built-in functionality
Lorena Leonard 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

  • We have greatly improved the quality of our products through a better understanding of reporting.
  • The number of registered reports has fallen sharply because customers are able to gather more information themselves. (knownledge base, software distribution and online manuals)
  • By registering the time per incident and customer group, we have gained a better insight. We started to manage this, which led to an efficiency in staffing and handling in the support department.
Ricardo Groen profile photo
  • Reduction in call center volumes
  • It is good for Medium and large-scale industries. For small organizations, it might be too expensive and the ROI will take a long time
  • Can utilize the resources working in the Service desk in other areas
Phanindra reddy Bommu 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