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SCSM vs TOPdesk comparison

Microsoft and TOPdesk are both solutions in the Help Desk Software category. Microsoft is ranked #11 with an average rating of 7.7, while TOPdesk is ranked #14 with an average rating of 7.6. Microsoft holds a 1.6% mindshare in HDS, compared to TOPdesk’s 2.1% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
SCSM
Read 26 SCSM reviews
  • 849 Views
  • 130 Comparison Views
66% willing to recommend
TOPdesk
Read 10 TOPdesk reviews
  • 931 Views
  • 101 Comparison Views
84% willing to recommend
 

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 TOPdesk faces challenges with its outdated on-premise system and lackluster reporting, needing improvements in AI features and Microsoft Teams integration.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.

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To learn more, read our detailed SCSM vs. TOPdesk Report (Updated: May 2025).
Buyer's Guide
SCSM vs. TOPdesk
May 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

SCSM
Ranking in Help Desk Software
11th
Ranking in IT Service Management (ITSM)
10th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
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 June 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.7% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…
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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.
Read full review

Quotes from Members

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

Pros

"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"This solution is easy to use."
"SCCM provides remote tool functionality, which is not in Intune."
"The solution offers good productivity at a low price point."
"The solution is quite easy to integrate with other Microsoft products."
"The reporting is very good."
"The most requested feature from our customers is the helpdesk ticketing system."
"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."
More SCSM pros
"TOPdesk is overall very stable."
"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."
"It is an easy-to-use solution."
"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."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of this solution is the incident management module."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
More TOPdesk pros
 

Cons

"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."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"Once we had an issue with a desktop download that would not open."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"They need more integration with open-source products."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
More SCSM cons
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"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."
"The solution's change management could be better."
"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."
"It is time-consuming to add new users."
More TOPdesk cons
 

Pricing and Cost Advice

"The pricing is reasonable."
"The platform is competitively priced."
"It is a lower price vs. other things on the market."
"The price should be lower."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"It is an expensive solution."
"Licensing can be complex and confusing."
"I would rate the pricing as two out of five."
More SCSM pricing and cost advice
"The solution is inexpensive compared to competitors."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"TOPdesk's pricing is cheaper than Jira's."
"The solution's pricing is reasonable and not 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."
"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
Government
26%
Computer Software Company
13%
Financial Services Firm
10%
Manufacturing Company
8%
Educational Organization
34%
Computer Software Company
14%
Healthcare Company
6%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
See all answers
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
See all answers
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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BMC Helix ITSM vs SCSM
Compared 16% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 15% of the time
IBM SmartCloud Control Desk vs SCSM Logo
IBM SmartCloud Control Desk vs SCSM
Compared 11% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 9% of the time
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ServiceNow vs TOPdesk Logo
ServiceNow vs TOPdesk
Compared 37% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 17% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 13% of the time
GLPI by Teclib vs TOPdesk Logo
GLPI by Teclib vs TOPdesk
Compared 10% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 9% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
SCSM
May 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Help Desk Software
May 2025
TOPdesk reportDownload TOPdesk product report
 

Also Known As

System Center Service Manager
No data available
 

Overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Microsoft
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

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
May 2025
Free Report: SCSM vs. TOPdesk
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