ServiceNow vs. TOPdesk: A fair ITSM software comparison

If you're looking for a solution to better manage your IT services, wading through the options can be overwhelming. Which ITSM tool is right for you? And what are the key differences? Among the options available, TOPdesk and ServiceNow are often main contenders.

What can you expect from this blog?

In this blog, we'll take a closer look at the features and benefits of both ServiceNow and TOPdesk. We’re not here to convince you to purchase TOPdesk if it’s not a good fit for your organization. This blog was written based on our years of ITSM experience in our desire to help IT professionals like yourself.

At TOPdesk, we know that our ITSM software is not the perfect fit for all companies. We hope that this blog gives you the information you need to understand when TOPdesk is right for you or when ServiceNow may be the better choice.

Introduction to ServiceNow

ServiceNow is a cloud-based ITSM platform that streamlines business processes and enhances service delivery by providing a wide range of services such as IT service management, IT operations management, and IT business management.

You’re a good customer for ServiceNow if you...

• Are a large multinational giant, like Coca Cola.
• Have complex ITSM needs.
• Want to build a solution from the ground up to fit your exact needs.
• Have a dedicated team of developers to configure and maintain the tool.
• Have an extensive budget.

Key benefits of ServiceNow

Key Benefit #1: Extensive feature set

ServiceNow offers an array of features to cater to the complex needs of large companies. The platform is a best-of-suite solution that offers features to expand beyond service management needs.

Key Benefit #2: Integration capabilities

ServiceNow offers integrations for specific use cases or issues. This can come in handy if your organization needs to focus on specific issues.

Key Benefit #3: Customizations

ServiceNow offers a high level of custom-fit configurations, building the solution around a company’s specific case and requirements. It's good to keep in mind that a ServiceNow specialist will need to do the customization, which can be time-consuming and costly. Customizations can also result in a lack of standardization and best practices. In comparison: TOPdesk focuses on standardized solutions based on best practices.

Introduction to TOPdesk: Making service happen, step by step

TOPdesk's ITSM philosophy is all about adaptability and continuous improvement.

In a world where expectations will continue to rise, only service teams that can adapt will thrive.

We take a comprehensive approach to service management, combining an easy-to-use ITSM tool with consultancy from our in-house experts. With a focus on adaptability and continual improvement, TOPdesk's aim is to empower service teams to deliver consistently great IT experiences.

You’re a good customer for TOPdesk if you...

• Are a mid-size to enterprise company.
• Want a solution that's quick to set up and easy to maintain yourself.
• Want local, in-house support that speaks your language.
• Want a best-of-breed solution that integrates with your other tools.
• Want to implement ITSM based on best practices.
• Want a flexible ITSM solution that can scale with your organization.

Key benefits of TOPdesk

Key benefit #1: Best practices approach to service desk organization

TOPdesk's approach differs to ServiceNow's when it comes to ITSM software. Its out-of-the-box solution is standardized. It lets you start small with features you need today and easily add more when you need them. All users start with the basics, but also the tools, resources, and training they need to be successful.

With TOPdesk’s best practices built into the tool, you won’t need any coding or external consultants to improve and adjust the tool based on your organization’s needs. This gives you more flexibility to quickly adapt to changes in your business and deliver value continuously.

Key benefit #2: Better collaboration between departments

TOPdesk facilitates strong collaboration between different departments through an intuitive self-service portal. Teams can work together and keep customers informed through a single point of contact. By breaking down silos and fostering cross-departmental collaboration, TOPdesk enables organizations to deliver cohesive and customer-centric services.

Key benefit #3: Impress your users every day

Meeting user expectations is crucial for building trust and loyalty. TOPdesk provides service desk reporting and analytics tools that offer insights into service performance and trends. With this data, organizations can proactively identify areas for improvement and implement solutions without the need for complex coding or external consultants. With TOPdesk, you can consistently exceed user expectations and position your organization as a leader when it comes to IT services.

Comparing TOPdesk and ServiceNow

Now that we've explored the key benefits of TOPdesk and ServiceNow, let's see how they stack up against each other.

Cost

ServiceNow: ServiceNow is often more expensive than TOPdesk due to its comprehensive customization options, bespoke solution and dedicated team of developers needed to build and maintain the solution.

TOPdesk: TOPdesk, being more straightforward, out-of-the-box and easier to maintain, is usually more affordable. Check out TOPdesk’s pricing and plans.

ITSM tools often vary in pricing, after all, they're not all built for the same size and type of company. Therefore, it's important to do your research before selecting an ITSM tool. If you haven't already, we recommend checking out our blog on TOPdesk's costs to get a good overview of how our pricing and packaging works.

User experience and user-friendliness

ServiceNow: ServiceNow offers a comprehensive set of features. Some users find its interface complex and challenging to navigate, especially for first-time or non-technical users.

TOPdesk: TOPdesk has an easy-to-use interface, which allows users to navigate the platform effortlessly. The software is easy to tweak, so that organizations can tailor the solution to their specific needs without extensive customization.

Complexity and customizations

ServiceNow: ServiceNow is recognized for its highly made-to-measure nature, allowing larger enterprises with complex needs build the solution from the ground up.

TOPdesk: TOPdesk is out-of-the-box and less complex, complete with features that organizations can customize to meet their needs.

Scalability and flexibility

ServiceNow: Due to the highly customized nature of ServiceNow, the software is less flexible and agile and will be difficult to adapt to growth and change.

TOPdesk: TOPdesk is built with agility and ITSM best practices in mind, making it the ideal choice for organizations who want to focus on innovation and need to adapt to changes quickly.

Implementation, consultancy, support and training

ServiceNow: ServiceNow relies on partners for implementation and consultancy but offers 24/7 technical support for product issues after go-live.

TOPdesk: TOPdesk works with you to evaluate your business needs, create an implementation plan, define roles, and help you implement the software.

TOPdesk offers trainings to make onboarding quick and easy. Most importantly, TOPdesk also has in-house, local support experts ready to answer questions in your language.

Learn more about TOPdesk's ITSM services.

When to choose ServiceNow and when to choose TOPdesk

Choose ServiceNow when:

• You want a custom-fit solution for your organization’s complex ITSM needs.
• Your organization requires an extensive array of features and functionalities.
• You have the resources, budget, expertise and time to invest in implementation and customizations.
• You have a flexible schedule and can work with a longer implementation time.

Choose TOPdesk when:

• You prioritize ease of use and a best practice approach in IT service management.
• You prefer a personal sales approach and customer support that truly cares.
• You want a standardized solution that can be quickly implemented with the help of in-house experts.
• You want a solution that's easy to tweak, so you can continue to innovate and grow alongside your organization and market needs.
• You want a solution that you can scale to other service departments.

Want to learn more about TOPdesk as a tool? Check out our ITSM software.

Making the right choice for your organization

Ultimately, the decision between TOPdesk and ServiceNow depends on your organization's unique needs and priorities:

• If your organization is highly complex, needs bespoke work to account for existing processes, and exceeds 10,000 full-time employees, ServiceNow is most likely the choice for you.
• If your organization wants a solution that’s ready-to-use and adaptable, prefers customer-focused and dedicated support, and plans to keep innovating, TOPdesk is likely a better fit for your needs.

Whether you choose TOPdesk or ServiceNow, our goal remains the same – to prioritize consistently great service delivery and continual improvement within ITSM.

Want to see how TOPdesk works? Watch a demo to explore some of TOPdesk's key ITSM features.