We performed a comparison between ServiceNow and TOPdesk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It provides internal clients with greater transparency about their projects and deliverables."
"Everything about the schema, including the design of ServiceNow, is great."
"There are many expansions available."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"It offers ready-built automation and simpler configuration for workflows."
"The solution's initial setup process is easy."
"I like that it's always up and running."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of this solution is the incident management module."
"Its ITSM approach is quite useful."
"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."
"Change management is the most critical feature."
"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."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"ServiceNow's mobile app should be seamless and it is not right now."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"There is room for improvement in price."
"An area for improvement would be the accessibility of downloaded and compressed files."
"The solution's change management could be better."
"An operator is also a user but requires creating two different records."
"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."
"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."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"Change management implementation, facility management, and making reservations on assets can be improved."
"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."
ServiceNow is ranked 1st in Help Desk Software with 210 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. ServiceNow is rated 8.4, while TOPdesk is rated 7.8. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas TOPdesk is most compared with JIRA Service Management, Freshdesk, Zendesk, NinjaOne and BMC Helix ITSM. See our ServiceNow vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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