We changed our name from IT Central Station: Here's why

Micro Focus Service Manager vs TOPdesk comparison

Cancel
You must select at least 2 products to compare!
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.""It can adapt to any process in the organization."

More Micro Focus Service Manager Pros →

"The most valuable feature of this solution is the incident management module.""Its ITSM approach is quite useful."

More TOPdesk Pros →

Cons
"With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

More Micro Focus Service Manager Cons →

"The solution's change management could be better.""Change management implementation, facility management, and making reservations on assets can be improved."

More TOPdesk Cons →

Pricing and Cost Advice
  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • More Micro Focus Service Manager Pricing and Cost Advice →

  • "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."
  • "Compared to other products in this segment, I think that they are priced well and not too expensive."
  • More TOPdesk Pricing and Cost Advice →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    564,729 professionals have used our research since 2012.
    Ranking
    23rd
    out of 55 in Help Desk Software
    Views
    1,978
    Comparisons
    1,447
    Reviews
    4
    Average Words per Review
    635
    Rating
    6.3
    21st
    out of 55 in Help Desk Software
    Views
    2,041
    Comparisons
    1,364
    Reviews
    3
    Average Words per Review
    439
    Rating
    7.7
    Comparisons
    Also Known As
    HPE ITSM, HPE Service Manager
    Learn More
    Overview

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    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
    Offer
    Learn more about Micro Focus Service Manager
    Learn more about TOPdesk
    Sample Customers
    resultspositive, Globicon
    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.
    Top Industries
    REVIEWERS
    Financial Services Firm35%
    Aerospace/Defense Firm12%
    Healthcare Company8%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider18%
    Government10%
    Financial Services Firm6%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider25%
    Educational Organization8%
    Government8%
    Company Size
    REVIEWERS
    Small Business18%
    Midsize Enterprise7%
    Large Enterprise76%
    No Data Available
    Find out what your peers are saying about Micro Focus Service Manager vs. TOPdesk and other solutions. Updated: January 2022.
    564,729 professionals have used our research since 2012.

    Micro Focus Service Manager is ranked 23rd in Help Desk Software with 2 reviews while TOPdesk is ranked 21st in Help Desk Software with 2 reviews. Micro Focus Service Manager is rated 6.0, while TOPdesk is rated 7.0. The top reviewer of Micro Focus Service Manager writes "Incident management with good support but the configuration and reporting could be simplified". On the other hand, the top reviewer of TOPdesk writes "Has some good modules but lacks effective reporting". Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and Freshservice, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Zendesk Guide, BeyondTrust Remote Support and Ivanti Service Desk . See our Micro Focus Service Manager vs. TOPdesk report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.