ServiceNow vs TOPdesk comparison

ServiceNow and TOPdesk are both solutions in the Help Desk Software category. ServiceNow is ranked #1 with an average rating of 8.6, while TOPdesk is ranked #16 with an average rating of 7.5. ServiceNow holds a 11.2% mindshare in HDS, compared to TOPdesk’s 2.1% mindshare. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

ServiceNow

Read 228 ServiceNow reviews

30,705 Views
11,361 Comparison Views

92% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

2,766 Views
2,240 Comparison Views

84% willing to recommend

ServiceNow

TOPdesk

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

ServiceNow and TOPdesk compete in the service management category. ServiceNow appears to have the upper hand with its highly customizable platform and comprehensive features, while TOPdesk offers simplicity and ease of use.

Features: ServiceNow features a highly configurable platform with a wide array of pre-built ITIL processes, integration capabilities, and strong community support. TOPdesk is known for its ease of use, intuitive interface, and straightforward ticketing features.

Room for Improvement: ServiceNow is criticized for its complex licensing model, high costs, and usability challenges, which can lead to system disruptions. TOPdesk could improve its reporting tool, integration with tools like Microsoft Teams, and its relatively rigid structure.

Ease of Deployment and Customer Service: ServiceNow offers flexible deployment options, including public, private, hybrid clouds, and on-premises environments. However, its customer service is seen as inconsistent. TOPdesk primarily offers on-premises deployment and has experienced declining technical support responsiveness.

Pricing and ROI: ServiceNow is considered expensive with a complex licensing model, offering a potentially positive ROI for larger enterprises. TOPdesk provides more affordable pricing with straightforward value through essential features, appealing to smaller companies.

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

Buyer's Guide

ServiceNow vs. TOPdesk

April 2026

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Helped 893,221 peers since 2012

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

ServiceNow

Ranking in Help Desk Software

1st

Ranking in IT Service Management (ITSM)

1st

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

228

Ranking in other categories

IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

TOPdesk

Ranking in Help Desk Software

16th

Ranking in IT Service Management (ITSM)

15th

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ServiceNow is 11.2%, down from 22.3% compared to the previous year. The mindshare of TOPdesk is 2.1%, up from 1.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	11.2%
TOPdesk	2.1%
Other	86.7%

Help Desk Software

Featured Reviews

Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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.

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

"I like that it's always up and running."

"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."

"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."

"It's ease of use, extensibility and just the ability to take it out of the box and use it with minimal custom configuration."

"The most valuable features are its ease of use and capabilities."

"The ability to get in there and create stuff without worrying about setting everything up first; we can start developing right away without having to get instances set up, get everything provisional, or all the networking stuff done, and just get up and go."

"The most recent addition of SAM Premium is a game changer for many organizations."

"ServiceNow has got all the features and functionalities, it is a solid solution, it is also easy to get into and use, and it is certainly highly scalable."

More ServiceNow pros

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

"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."

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

"Change management is the most critical feature."

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

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

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

More TOPdesk pros

Cons

"I've really enjoyed working with it, and I guess it's just the way we have things set up. It's a little frustrating not being able to find things, all the stuff I have to go through to get things fixed."

"Integration capabilities can improve."

"The interface can be a bit more intuitive."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye."

"Our initial setup was not the best. We had some issues with it with the company that implemented it for us."

"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."

"In some cases stability is an issue."

More ServiceNow cons

"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."

"The solution's change management could be better."

"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."

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

"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."

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

More TOPdesk cons

Pricing and Cost Advice

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."

"This is a pretty expensive product, so the licensing could be better."

"The licenses are expensive."

"The setup cost is high compared to others, especially when the scope is not fixed."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"I would say it is moderately expensive, ranging from six to seven on a scale of ten."

"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."

More ServiceNow pricing and cost advice

"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."

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

"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."

"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

12%

Manufacturing Company

10%

Government

Computer Software Company

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	171

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

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

See all answers

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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

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 particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

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Compared 10% of the time

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Compared 6% of the time

Zendesk vs TOPdesk

Compared 5% of the time

GLPI by Teclib vs TOPdesk

Compared 4% of the time

Freshdesk vs TOPdesk

Compared 4% of the time

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Product Reports

Buyer's Guide

ServiceNow

April 2026

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Buyer's Guide

Help Desk Software

April 2026

Download TOPdesk product report

Overview

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

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

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

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

ServiceNow vs. TOPdesk

April 2026

Free Report: ServiceNow vs. TOPdesk

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

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