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Cherwell Service Management vs TOPdesk comparison

Ivanti and TOPdesk are both solutions in the Help Desk Software category. Ivanti is ranked #28, while TOPdesk is ranked #17 with an average rating of 8.0. Ivanti holds a 1.1% mindshare in HDS, compared to TOPdesk’s 2.3% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
Cherwell Service Management
Read 6 Cherwell Service Management reviews
  • 454 Views
  • 381 Comparison Views
80% willing to recommend
TOPdesk
Read 10 TOPdesk reviews
  • 1,122 Views
  • 875 Comparison Views
84% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Cherwell Service Management and TOPdesk are products in the IT service management category, each offering unique benefits. User feedback indicates TOPdesk may have the upper hand due to its robust features and perceived value.

Features: Cherwell Service Management is appreciated for its customizable workflows, flexible integrations, and all-in-one service management capabilities. It allows organizations to tailor solutions to meet specific business needs. Meanwhile, TOPdesk is known for straightforward implementation, ease of use, and comprehensive suite of management tools, making it appealing for efficient service operations.

Room for Improvement: Cherwell Service Management could improve in areas such as reducing setup complexity, enhancing user interface intuitiveness, and increasing automation capabilities. TOPdesk, however, may focus on expanding advanced customization features, improving reporting modules, and enhancing integration with third-party systems.

Ease of Deployment and Customer Service: Cherwell Service Management typically requires more setup time due to its customization capabilities. Its support team is recognized for being supportive during implementation. In contrast, TOPdesk benefits from cloud-based deployment, which ensures quicker implementation and less maintenance, paired with a responsive customer support team.

Pricing and ROI: Cherwell Service Management's initial costs may be high, yet it delivers long-term ROI through customization and integration. TOPdesk provides a more competitive pricing structure with attractive ROI due to lower implementation costs and quicker deployment, making it a cost-effective choice.

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To learn more, read our detailed Cherwell Service Management vs. TOPdesk Report (Updated: August 2025).
Buyer's Guide
Cherwell Service Management vs. TOPdesk
August 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Cherwell Service Management
Ranking in Help Desk Software
28th
Ranking in IT Service Management (ITSM)
28th
Average Rating
7.2
Reviews Sentiment
7.1
Number of Reviews
6
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
17th
Ranking in IT Service Management (ITSM)
15th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of August 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 1.1%, up from 0.5% compared to the previous year. The mindshare of TOPdesk is 2.3%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Thobile Moeketsi - PeerSpot reviewer
Having everything in one location has significantly improved our efficiency and reporting
We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.
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Martina Peneva - PeerSpot reviewer
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"The dashboard and the reporting functionality are the solution's most valuable features."
"The most valuable features are problem management and change management."
"All our activities are carried out in the one place."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The dashboard is very useful to get a quick overview of current tasks."
"It is an easy-to-use solution."
"The most valuable feature of the solution is the ticketing feature."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"TOPdesk is overall very stable."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Change management is the most critical feature."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
More TOPdesk pros
 

Cons

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Access is only available if we're on VPN."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"The solution's change management could be better."
"It is time-consuming to add new users."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"The solution should be made more user-friendly."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"An operator is also a user but requires creating two different records."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
More TOPdesk cons
 

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."
"TOPdesk's pricing is cheaper than Jira's."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"The solution's pricing is reasonable and not expensive."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"The solution is inexpensive compared to competitors."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Energy/Utilities Company
14%
Manufacturing Company
11%
Legal Firm
9%
Computer Software Company
18%
Manufacturing Company
10%
Educational Organization
10%
Healthcare Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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Earn 20 points
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
See all answers
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
See all answers
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...
See all answers
 

Comparisons

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Compared 10% of the time
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Compared 36% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 19% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 12% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 7% of the time
GLPI by Teclib vs TOPdesk Logo
GLPI by Teclib vs TOPdesk
Compared 7% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
August 2025
Cherwell Service Management reportDownload Cherwell Service Management product report
Buyer's Guide
Help Desk Software
August 2025
TOPdesk reportDownload TOPdesk product report
 

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.
Ivanti
Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
TOPdesk
 

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Buyer's Guide
Cherwell Service Management vs. TOPdesk
August 2025
Free Report: Cherwell Service Management vs. TOPdesk
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