SCSM vs TOPdesk comparison

Microsoft and TOPdesk are both solutions in the Help Desk Software category. Microsoft is ranked #13 with an average rating of 7.0, while TOPdesk is ranked #20 with an average rating of 6.0. Additionally, 64% of Microsoft users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and TOPdesk compete in the IT service management category. SCSM holds the upper hand due to its superior integration capabilities within the Microsoft ecosystem.

Features: SCSM offers incident management, automated orchestration, and comprehensive reporting, leveraging its seamless integration with Microsoft products. TOPdesk's strength lies in its ease of use, effective change management, and simple setup of complex workflows.

Room for Improvement: SCSM struggles with a limited self-service portal, inadequate mobile capabilities, and complex reporting and patch management. TOPdesk faces challenges with its outdated on-premise system and lackluster reporting, needing improvements in AI features and Microsoft Teams integration.

Ease of Deployment and Customer Service: SCSM provides diverse deployment options but suffers from inconsistent technical support due to a lack of experts. TOPdesk, while limited to on-premises and private cloud, offers generally satisfactory customer service, though occasionally insufficient support documentation prompts users to seek alternatives.

Pricing and ROI: SCSM's complex licensing model can lead to high costs, yet it offers high ROI when fully utilized. TOPdesk's pricing is clear and based on user count and modules, appealing to larger companies, though potentially expensive for smaller enterprises. Its pricing includes technical support and updates, offering a good value proposition.

To learn more, read our detailed SCSM vs. TOPdesk Report (Updated: June 2026).

Buyer's Guide

SCSM vs. TOPdesk

June 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

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

"This boosts the customer confidence and experience. When the customer experience increases, obviously sales will increase."

"The company continues with research and development to expand the capabilities of the product to meet market needs."

"We have increased our productivity by five times as of now, and we are still growing."

"I'd say the most impactful and heavily or commonly used ability of v11 and A2019 has been the ability to integrate other code types and operations within the process."

"What I like about Automation Anywhere is the object cloning and the way you can move the mouse and either go to a particular point or go to an element. That's very easy and intuitive in Automation Anywhere... If I need to mimic a human behavior, I will use Automation Anywhere."

"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."

"The features of Automation Anywhere are quite impressive; one aspect I particularly appreciate is the integration of AI, which has reached a mature level in its capability for agentic processes, greatly enhancing product usability and enabling adaptation to complex use cases."

"We are automatizing redundant activities, releasing employees to do value-added activities."

More Automation Anywhere pros

"The reporting is very good."

"SCSM is easy to learn because all of the material, including training videos, can be found online."

"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure."

"It is a simple solution that is easy to configure."

"If it is correctly configured, you can access and give service quickly to all the end users."

"The solution is quite easy to integrate with other Microsoft products."

"The scalability is a collaborative with SCOM, and SCSM; SCSM is a configuration manager for page and software development, you can see your systems which have been updated and it can easily deploy the new things as well, and you can also see it as a collaborative operations manager and integration manager."

More SCSM pros

"The most valuable feature of the solution is the ticketing feature."

"Technical support is great and we have not had any issues with them."

"TOPdesk is overall very stable."

"As we have moved to an off-premises deployment, we get regular updates."

"The most valuable feature of this solution is the incident management module."

"Its ITSM approach is quite useful."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of TOPdesk is the reports."

More TOPdesk pros

Cons

"Automation Anywhere can be improved by offering more integration with many more applications."

"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."

"They will need much more support, because it is a new thing and it’ll never fail because of productive partners. It will fail if people on the “gemba” don’t adopt it."

"The solution doesn't offer all the capabilities that we need, so we have to use it in conjunction with other software."

"MetaBot still needs to be optimized, though Version 11.3 did integrate all the commands into it. We are not able to see all the lines of code which are executed in MetaBot."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."

"We have had a lot of issues using Automation Anywhere and find ourselves stuck."

"They sell every different functionality in too many separate packages, making the procurement process complicated as it requires paying additional licensing for more features."

More Automation Anywhere cons

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"We would like to see a web-based interface that works on mobile devices."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"I have found SCSM not adequate enough to carry out some functions."

"I would like to have the ability to integrate with other systems from the back-end. I am using Orchestrator and it is a little bit difficult because there are too many constraints."

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."

More SCSM cons

"An operator is also a user but requires creating two different records."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"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."

"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."

"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."

"It is time-consuming to add new users."

"Change management implementation, facility management, and making reservations on assets can be improved."

"In some fields, it's just not good enough."

More TOPdesk cons

Pricing and Cost Advice

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"Automation Anywhere is expensive."

"This is a value for the money product."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"The cost for scalability is much cheaper than developing a new system."

"Roughly, as of today, it is around $250,000 annually."

More Automation Anywhere pricing and cost advice

"It is an expensive solution."

"The pricing is reasonable."

"I would rate the pricing as two out of five."

"The price should be lower."

"It is a lower price vs. other things on the market."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"The platform is competitively priced."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

More SCSM pricing and cost advice

"The solution is inexpensive compared to competitors."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

14%

Financial Services Firm

11%

Government

11%

Manufacturing Company

Outsourcing Company

11%

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	543

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

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What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

See all answers

What is your primary use case for SCSM?

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...

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 t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

See all answers

Comparisons

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Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs SCSM

Compared 13% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 11% of the time

Infraon Desk vs SCSM

Compared 8% of the time

IT Care Center vs SCSM

Compared 7% of the time

BMC Helix ITSM vs SCSM

Compared 6% of the time

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ServiceNow vs TOPdesk

Compared 13% of the time

JIRA Service Management vs TOPdesk

Compared 9% of the time

LiveChat vs TOPdesk

Compared 6% of the time

ProProfs Help Desk vs TOPdesk

Compared 4% of the time

BMC Helix ITSM vs TOPdesk

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

SCSM

June 2026

Download SCSM product report

Buyer's Guide

Help Desk Software

May 2026

Download TOPdesk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

System Center Service Manager

No data available

Interactive Demo

Automation Anywhere

Demo not available

Microsoft

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

SCSM integrates with Microsoft tools, offering robust ticketing, incident management, and a scalable architecture. It automates orchestration tasks, provides comprehensive reporting, and enhances IT environments through SCCM integration, supporting various service management needs.

SCSM is known for integrating well with Microsoft suites and is valued for its ease of use and scalable design. Organizations utilize its capabilities for managing customer service, system deployments, and ticket handling. Its essential components include activity management, remote access, and comprehensive security updates. However, improvements are needed in areas such as integration with Azure and open-source tools, simplicity of the self-service portal, mobile support, and reporting complexity. Despite these challenges, many rely on SCSM for IT operations management, HR onboarding, and cloud functionality integration.

What are the most valuable features?

Seamless Microsoft Integration - Easily connects with Microsoft suites
Robust Ticketing - Efficient management of tickets and incidents
Scalable Architecture - Adapts to increasing demands and growth
Automated Orchestration - Streamlines various IT scenarios
Comprehensive Reporting - In-depth insights and analysis
Activity Management - Coordination of tasks and operations
Security Updates - Ensures systems remain protected
Easy Learning Materials - Accessible and straightforward resources

What benefits and ROI should users look for?

Enhanced Efficiency - Improved ticketing and incident management
Cost Management - Optimal use of IT resources and budgeting
Flexibility - Supports both cloud and on-premise deployments
Risk Reduction - Security updates and management features
Strategic Insights - Customized reporting for informed decisions

SCSM finds application in industries ranging from IT service management to HR onboarding and system administration. Enterprises use it for remote assistance, device management, and patch management, while some leverage its cloud capabilities. This broadens the scope of how IT operations are supported and managed effectively in different settings.

Microsoft

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Fibabanka, UMC Health System

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

SCSM vs. TOPdesk

June 2026

Free Report: SCSM vs. TOPdesk

Find out what your peers are saying about SCSM vs. TOPdesk and other solutions. Updated: June 2026.

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