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ServiceNow vs TOPdesk Comparison

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Overview

Category Leaders

ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate...

Category Leaders

TOPdesk is an ITIL-aligned service management software with KPI dashboards designed for IT, facilities management, and HR...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

66

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

4.5

5

4

3

2

1

42

33

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
would recommend this app

4.6

5

4

3

2

1

28

12

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

One of the great things it has is the integration with other tools, like slack or even having an API create now cases. The notifications work like a charm.

AR

Anonymous Reviewer

Very nice enviroment, useful tools, good managment, many users in support like this web based tool in many companies I've been worked in.

Miguel S.

Overall, I really enjoy this software. It is well trusted, easy to use, and provides a good experience.

SM

Shannon M.

Pros

The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.

GC

Graeme C.

This product is constantly under development and it's great that they actively encourage their customers to help in its development.

RB

Rudy B.

TOPdesk is a quality solution, supported by quality people and at a very affordable price.

DW

Dave W.

Cons

New users need to be oriented on how to navigate through this tool because it is quite confusing and intimidating to users at first.

ED

Edrick D.

Capacity Management is still a missing factor in ServiceNow though demand management can be somehow captured through projects.

AR

Anonymous Reviewer

Some out-of-box examples really don't match up to any organizations needs and leave you wanting more.

Ewan H.

Cons

They lack a lot of features and functionalities that I grew used to with our old ticketing system.

AR

Anonymous Reviewer

Also, creating workflow-based email prompts consumes much time and delays work for a couple of weeks. The events and actions modules are sometimes frustrating especially when triggers do not work.

Giovanni Ficcadenti L.

Mass manipulation of tickets is lacking. You can only mark tickets as completed or closed in their system, you cannot transfer to a operator/operator group on mass, or mass categorize.

AR

Anonymous Reviewer

  • Vendor responds to reviews
  • Last review19 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features98
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Indicator
  • Availability Management
  • Barcode / Ticket Scanning
  • Barcoding/RFID
  • CRM
  • Calendar Management
  • Calibration Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Equipment Maintenance
  • Event Management
  • Event Triggered Actions
  • Fixed Asset Management
  • For Schools
  • Graphical Workflow Editor
  • Heatmaps
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Location
  • Multiple Projects
  • Network Monitoring
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Technician Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management
  • Total features103
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Query
  • Agile Methodologies
  • Alerts / Escalation
  • Alerts/Notifications
  • Approval Process Control
  • Assessment Management
  • Asset Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Availability Indicator
  • Availability Management
  • Barcode / Ticket Scanning
  • Barcoding/RFID
  • CRM
  • Calendar Management
  • Calibration Management
  • Capacity Management
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Custom Development
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Mapping
  • Data Visualization
  • Dependency Tracking
  • Diagnostic Tools
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Portal
  • Equipment Maintenance
  • Event Management
  • Event Triggered Actions
  • Fixed Asset Management
  • For Schools
  • Graphical Workflow Editor
  • Heatmaps
  • Help Desk Management
  • IT Asset Management
  • IT Asset Tracking
  • IT Cost Management
  • IT Reporting
  • Impact Management
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Key & Lock Management
  • Knowledge Base Management
  • Knowledge Management
  • Labor Cost Reporting
  • License Management
  • Lifecycle Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Scheduling
  • Meeting Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Location
  • Multiple Projects
  • Network Monitoring
  • Password Management
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Portfolio Management
  • Predictive Maintenance
  • Preventive Maintenance
  • Prioritization
  • Problem Management
  • Progress Tracking
  • Project Management
  • Real Time Analytics
  • Real Time Comparisons
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Resource Allocation & Planning
  • Resource Management
  • Risk Alerts
  • Risk Assessment
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Scheduling
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Technician Management
  • Third Party Integrations
  • Timeline Management
  • Trend Analysis
  • Vendor Management
  • Version Control
  • Visitor Management
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations271
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk
  • Total integrations36
  • Asana
  • Box
  • Datadog
  • Dropbox Business
  • Facebook
  • GitHub
  • Google Drive
  • Jira
  • Microsoft 365
  • Microsoft Azure
  • NetSuite
  • Opsgenie
  • PagerDuty
  • Salesforce Sales Cloud
  • ServiceNow
  • Slack
  • Trello
  • Twitter
  • Zapier
  • Zendesk

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

TOPdesk logo

TOPdesk

Quality

Reviewed 3 years ago

from 1st visit to build to launch everything was so professional. Everyone I spoke to was an excellent ambassador for the company.

Pros

so easy to use.. have used servicenow/remedy etc and this has all of the functionality they have whilst being a lot more individually tailorable

Cons

nothing yet, we have been very happy with all aspects of the software

Vendor response

Thank you for the great compliments and comparisons! We really appreciate it.