TOPdesk vs ServiceNow IT Service Management: Which is a better fit?

The ability to have a self service portal and knowledge bases are great features we are building on a lot. The imeplementation was very good, straightforward, simple and no post implementation issues.

The worst part about topdesk, is learning how to use it.

This has been a great innovation and development. Great customer support, which is really important.

Giovanni Ficcadenti G

Guest Services Specialist

It has some limitations regarding chart building. The change process is confusing and requires regular guidance.

Overall I have great experiences with Topdesk, like I said the software has a lot of possibilities and the people are kind and very helpfull.

The Actions and Events module needs a steep learning curve to learn and use properly, and can at times be very frustrating when triggers don't work properly.

This helps in collaborating without having to start explaining things from the beginning. One of the features which I really love, is the ability to prioritise and categorise workload.

We have a useability issue with Firefox and the operator console where an "X" character is not recognized. This will be solved by an update, but in the meantime it is annoying.

I liked the way you can link your change requests to your change tasks. You can assign tasks to individual users and the best thing is that you have one place for all your Project activities.

Aditya A

Tech support associate

The last one we used had several hiccups, there were troubles while saving tickets or assigning it to some other team which lead to missing our deadlines on attending the tickets.

Service now management is very flexible and user friendly to use and its features are great to use by ir professionals for different interfaces to handle any request raised by different systems.

Much frustration could be avoided knowing that the person you are trying to interact with in a ticket, is actually in the office.

Meraz M

Assistant Manager

Not only does it keep all of our team's knowledge in one place and make it easy to share, but it is also a good tool for ITIL management.

It's only discomfort or disadvantage i felt is navigation doesnt work properly in important options in user interface. Apart from that nothing else is defectable.

Very user friendly environment. Reports and analytics are good.

A bit pricey for the whole suite unless you negotiate hard.