Cherwell Service Management vs TOPdesk comparison

Ivanti and TOPdesk are both solutions in the Help Desk Software category. Ivanti is ranked #29, while TOPdesk is ranked #15 with an average rating of 7.5. Additionally, 80% of Ivanti 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 Jun 3, 2026

Cherwell Service Management and TOPdesk are products in the IT service management category, each offering unique benefits. User feedback indicates TOPdesk may have the upper hand due to its robust features and perceived value.

Features: Cherwell Service Management is appreciated for its customizable workflows, flexible integrations, and all-in-one service management capabilities. It allows organizations to tailor solutions to meet specific business needs. Meanwhile, TOPdesk is known for straightforward implementation, ease of use, and comprehensive suite of management tools, making it appealing for efficient service operations.

Room for Improvement: Cherwell Service Management could improve in areas such as reducing setup complexity, enhancing user interface intuitiveness, and increasing automation capabilities. TOPdesk, however, may focus on expanding advanced customization features, improving reporting modules, and enhancing integration with third-party systems.

Ease of Deployment and Customer Service: Cherwell Service Management typically requires more setup time due to its customization capabilities. Its support team is recognized for being supportive during implementation. In contrast, TOPdesk benefits from cloud-based deployment, which ensures quicker implementation and less maintenance, paired with a responsive customer support team.

Pricing and ROI: Cherwell Service Management's initial costs may be high, yet it delivers long-term ROI through customization and integration. TOPdesk provides a more competitive pricing structure with attractive ROI due to lower implementation costs and quicker deployment, making it a cost-effective choice.

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

Buyer's Guide

Cherwell Service Management 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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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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

"Automation is going to become a new area we will certainly encourage a lot of people to pursue because of the lasting dividends it provides, including saving time and manpower."

"I have enjoyed using all the features of this tool, not just one feature, e.g., object cloning, Excel automation, and the web recorder."

"The recorder capture tools, specifically the AISense Recorder and Universal Recorder, are valuable. We use these tools in almost every automation. These tools are very effective in capturing data from various applications. We can get data from a web page or an application."

"Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy."

"The IQ Bot is unique. It is not available in another RPA tool that I am aware of, like UiPath or Blue Prism. IQ Bot converts unstructured data to structured data."

"Automation Anywhere has excellent features."

"Automation Anywhere drastically reduces manual work for employees."

"This RPA tool is a leader in the market, and I have had a very good experience working with Automation Anywhere."

More Automation Anywhere pros

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"We use the solution every day and quite extensively."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

More Cherwell Service Management pros

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

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

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

"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."

"It is an easy-to-use solution."

"TOPdesk is overall very stable."

"Change management is the most critical feature."

More TOPdesk pros

Cons

"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."

"The solution should have a more robust forum to help users navigate the solution, learn about it, and get help when they need it."

"I just came to understand that there is a cloud attached to it. I would like to see how the cloud is going to work, because every application is coming out with a cloud version. If you are not on-premise, then you will need to have Citrix automation."

"The technical support has been a little slow to respond to our inquiries."

"Enhancing the support tiers might be beneficial, and pricing has been a primary challenge, with a need for cheaper options and more tiered support."

"I would like to see a technology where they can automatically update or upgrade themselves to the latest version, without having to uninstall the current bot."

"The REST API could be improved."

"The data migration could be better."

More Automation Anywhere cons

"The stability, specifically in the on-premises deployment model, could be improved."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"The support from the actual manufacturer is poor."

"The solution could be more user-friendly."

"Agile delivery should be supported."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

More Cherwell Service Management cons

"The solution should be made more user-friendly."

"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."

"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."

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

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

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

"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."

More TOPdesk cons

Pricing and Cost Advice

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"The Community Edition is a good offering from the company."

"The Automation Anywhere license is affordable and not complex."

"It's an ideal pricing model to customize the components based on everyone's needs."

"The cost of this solution is a little bit high, but it is worth the price."

"Automation Anywhere University is pretty good. They make it available free for everyone."

"We have seen ROI in terms of cost and time with a couple of our projects."

"It's a bit expensive compared to other RPA tools on the market."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The solution's pricing is reasonable and not expensive."

"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."

"The solution is inexpensive compared to competitors."

"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."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

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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

12%

Computer Software Company

10%

Manufacturing Company

10%

Healthcare 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	154
Midsize Enterprise	82
Large Enterprise	536

No data available

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

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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...

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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

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs Cherwell Service Management

Compared 18% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 15% of the time

Freshservice vs Cherwell Service Management

Compared 8% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 6% of the time

Clarity SM vs Cherwell Service Management

Compared 3% of the time

More Cherwell Service Management Competitors

ServiceNow vs TOPdesk

Compared 14% of the time

JIRA Service Management vs TOPdesk

Compared 10% of the time

LiveChat vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 4% of the time

ProProfs Help Desk 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

IT Service Management (ITSM)

June 2026

Download Cherwell Service Management 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)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

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

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

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

Ausenco, Highlights for Children, B/E Aerospace

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

Cherwell Service Management vs. TOPdesk

June 2026

Free Report: Cherwell Service Management vs. TOPdesk

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