As businesses continually seek ways to optimize their IT Service Management (ITSM) practices, the abundance of options in the market can often lead to a challenging decision-making process. Among the choices, the comparison between TOPdesk vs. Ivanti Neurons has emerged as a focal point for IT decision-makers searching for the ideal ITSM solution.
In this blog post, we’ll delve into a comprehensive comparison of both platforms, thoroughly examining their unique strengths and areas where improvements can be made.
Beyond this ITSM tools comparison, we’ll introduce you to an alternative solution that embraces the essence of ITSM innovation and digital transformation. InvGate Service Desk, a transformative service desk software, offers streamlined functionalities and a profound opportunity to elevate your IT operations to new heights.
Continue reading to gain a deeper understanding of these powerful ITSM solutions.
Table of contents
- TL;DR
- What is TOPdesk?
- What is Ivanti?
- Considering InvGate Service Desk as an ITSM solution alternative
TL;DR
- For TOPdesk, customers like the collaboration capabilities and user-friendly interface, as well as its configuration and customization options. On the contrary, they don't like the challenges with Knowledge and Change Management, the complexity in setup and configuration, and the outdated appearance.
- As for Ivanti Neurons, users highlight its ease of use and customization, automation capabilities, and customer service. However, they dislike the out-of-the-box features, complex backend, poor documentation, and limited integration.
- Lastly, InvGate Service Desk is recognized for its flexibility and scalability, Low-Code/No-Code capabilities, and ease of use. In addition, it offers multiple automation features, native, third-party, and API integrations, short implementation times, and outstanding support.
Most looked-at features by buyers
When potential buyers assess IT Service Management solutions, they pay close attention to specific features that align with their organization's requirements. It is essential to understand these desired functionalities to make well-informed decisions.
Let's explore the key factors that potential buyers commonly consider when comparing ITSM tools.
- ITIL compliance - Adhering to ITIL best practices is a priority for many organizations. Buyers may prioritize solutions that support ITIL processes, such as Incident Management, Problem Management, Change Management, and Asset Management.
- User experience and interface - Buyers value ease of use and an intuitive interface design. They prefer a user-friendly platform that promotes user adoption and productivity. Mobile accessibility is also essential, particularly for organizations with remote or mobile workforces.
- Customization and flexibility - Buyers seek software solutions that provide customization options to align with their business needs. Flexibility ensures the software fits their unique workflows and processes, enhancing user satisfaction and overall effectiveness.
- Ticket Management solution - Buyers emphasize the significance of a comprehensive Ticket Management System within the help desk software. This feature facilitates effective tracking, assignment, and resolution of customer inquiries and support requests.
- Efficient IT Asset Management - Users prioritize software that offers robust ITAM capabilities to maintain accurate inventories and optimize resource utilization within their organizations.
- Support automation and Workflow Management - Buyers actively seek software solutions with automation capabilities to optimize routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.
- Optimized IT service catalog - Organizations often require a streamlined IT service catalog, offering a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, enhances visibility, and aids in effective Service Delivery Management.
- Self-service portal and knowledge base - Including a self-service portal is highly valued as it empowers end-users to independently resolve common issues and find relevant information without requiring direct assistance.
- Seamless integration capabilities - Integration with other systems and applications is a critical requirement for buyers, ensuring smooth data flow and process automation. The ability to integrate existing tools and platforms is highly valued for improved efficiency and a unified user experience.
- Insightful reporting - Buyers look for help desk software with powerful reporting tools like dashboards and reports, providing valuable insights into their IT operations and performance. This data-driven approach facilitates informed decision-making and continuous service improvement.
- Scalability - Organizations with changing needs prioritize solutions that can adapt to their growth and accommodate customization. The solution should allow the creation of custom fields, workflows, and extensions/plugins, enabling them to tailor the software to their unique business requirements.
- Pricing and support - Buyers consider the cost-effectiveness of the solution, including licensing models, subscription plans, and additional costs for features or users. The availability of reliable customer support, comprehensive documentation, and accessible training resources also plays a significant role in the decision-making process.
What is TOPdesk?
TOPdesk IT Service Management, developed by the Dutch software company TOPdesk, is designed to enhance the efficiency and effectiveness of IT support services. This software integrates customer inquiries, IT assets, and workflows into a user-friendly platform, streamlining the support process for IT agents and ensuring a seamless and satisfying customer experience.
TOPdesk ITSM enables organizations to efficiently handle diverse IT service tasks, including Incident Management, Problem Management, Change Management, and Request Management.
What users like from TOPdesk
TOPdesk IT Service Management has garnered positive feedback from satisfied customers and earned recognition from sources like Gartner due to its numerous benefits. Here are several advantages that have been highlighted.
- Configuration and customization options - Highly configurable and customizable, TOPdesk ITSM empowers organizations to tailor the software to their specific needs and requirements.
- User-friendly and intuitive interface - The platform is designed for effortless navigation and task completion, ensuring IT agents can easily utilize its features.
- API capabilities for automation and integration - The software offers API capabilities that enable automation and seamless integration with other systems, streamlining ITSM processes.
- Seamless collaboration capabilities - The tool facilitates smooth communication and efficient troubleshooting by fostering collaboration among operators and departments.
- User-friendly self-service portal - The self-service portal is designed with user-friendliness in mind, making it easy for customers to request assistance or report issues effortlessly.
- Stability and reliability - The software ensures stability and reliability, ensuring uninterrupted delivery of IT services.
- Responsive customer support - Prompt and helpful support is provided, guaranteeing timely resolutions to any issues or concerns that may arise.
- Powerful motor and dynamic features - The tool features a robust engine and dynamic functionalities, enabling efficient and effective IT Service Management.
- Comprehensive Asset and Inventory Management - The software includes comprehensive ITAM functionality and Inventory Management, providing IT departments with a holistic view of their assets.
- Information provisioning - TOPdesk keeps organizations informed about new features, ensuring they stay up-to-date with the latest developments.
- All-in-one solution for Service Management - TOPdesk ITSM is an all-in-one solution for Service Management, offering organizations a comprehensive and integrated platform to fulfill their IT service needs.
What users don’t like from TOPdesk
Although TOPdesk has notable strengths, certain aspects have raised concerns and dislikes among customers, as highlighted in analyses conducted by sources like Gartner. Here are several dislikes that have been mentioned.
- Functionality and usability improvements needed - Certain software modules or components require further development to address user feedback, enhance overall performance, and improve usability.
- Slow release of updates for Asset Management - The release of updates for Asset Management has been slow, hindering users from benefiting from the latest developments. Expedited update releases would ensure users stay up-to-date.
- Complexity in setting up and configuring functionalities - Some users have faced difficulties in setting up and configuring specific functionalities, leading to time-consuming and frustrating experiences. Streamlining these processes would be beneficial.
- Challenges with creating email triggers - Users have reported challenges in creating email triggers based on workflows, resulting in communication delays. Simplifying this process would improve efficiency.
- Issues with front-end aesthetics and customization - Some users have faced challenges with front-end aesthetics and customization options, negatively impacting user experience. Improving these aspects would enhance the visual appeal and user satisfaction.
- Improvement needed in reporting and dashboard options - Users desire improved reporting and dashboard options to gain more valuable insights and data. Enhancing these features would provide users with greater analytical capabilities.
- Inconvenient task separation - The separation of tasks across different modules can be inconvenient and confusing for users. Simplifying and streamlining task organization would enhance user experience and productivity.
- Implementation delays and consulting service issues - Certain users have experienced implementation delays and encountered issues with consulting services, affecting the software's adoption. Addressing these concerns would enhance the overall implementation experience.
- Knowledge Management and Change Management system challenges - Some users have encountered issues with the Knowledge Management and Change Management Systems, indicating the need for further development to enhance their effectiveness.
- Lack of flexibility in personal and group settings - The personal and group settings within the software lack flexibility, limiting user customization options. More flexibility in these areas would enhance customization possibilities.
- Missed features compared to competitors - Users have observed that TOPdesk lacks certain features or functionalities compared to its competitors, affecting its market competitiveness. Implementing these missing features would strengthen the software's offering.
- Outdated appearance - Customers have expressed dissatisfaction with the outdated appearance of TOPdesk, suggesting that a modernized look and feel would significantly improve the user experience.
What’s TOPdesk’s argument over Ivanti?
TOPdesk presents its case against Ivanti Neurons for ITSM based on its advantages and beneficial areas.
- Comprehensive Asset and Inventory Management - TOPdesk highlights its comprehensive ITAM functionalities, providing IT departments with a holistic view of their assets. This level of integration and visibility allows for better resource management and more efficient IT operations.
- Emphasis on user-friendliness and intuitive navigation- TOPdesk prides itself on providing an interface that is highly user-friendly and intuitive. Users consistently praise the platform's ease of use.
- Seamless collaboration - TOPdesk places a significant emphasis on fostering seamless collaboration among operators and departments, facilitating smooth communication and efficient troubleshooting.
What is Ivanti?
Ivanti Neurons for ITSM is a comprehensive Service Management solution created by Ivanti, catering to large organizations and offering deployment options in the cloud or on-premises. This solution encompasses the entire service delivery lifecycle, from capturing requests to resolving issues. It adheres to industry standards and includes 11 ITIL 4-certified practices, making it a trustworthy foundation for Service Management requirements.
The primary goal of Ivanti Neurons for ITSM, which is part of the broader Ivanti Neurons platform, is to enhance operations by automating manual processes. This digital transformation results in improved efficiency, compliance, and security within the organization.
Ivanti, the technology company responsible for developing Ivanti Neurons, specializes in managing and securing Everywhere Work environments. They have a strong focus on enhancing the digital employee experience (DEX). Founded in 1985 and headquartered in South Jordan, Utah, Ivanti prides itself on its dedicated workforce of approximately 2,500 to 4,999 professionals.
What users like from Ivanti
Users from various industries, including IT Services, Healthcare and Biotech, and Finance, have expressed positive feedback about Ivanti Neurons for ITSM. Reputable sources like Gartner have conducted evaluations, highlighting several advantages that customers find appealing.
- Ease of use - Users consistently praise the system's user-friendly interface, particularly concerning ticketing, equipment access, and call stacks. It is considered intuitive and effortless to navigate.
- Flexibility - The system's flexibility stands out, enabling users to create individual group function modules and adjust workflows according to their unique preferences and needs.
- Automation - Users greatly appreciate the platform's automation capabilities, which streamline various processes and tasks.
- Customization - The extensive range of customization options available is highly valued by users, as it allows them to tailor the system precisely to their specific requirements.
- Cost savings - Several users have observed that Ivanti Neurons offers cost savings compared to other similar products they have tested.
- Customer service - Ivanti's customer service is highly commended for its collaborative approach and keen understanding of customer needs, earning praise from users.
What users don’t like from Ivanti
Despite users highly valuing Ivanti's capabilities and its transformative impact on IT service environments, there are areas that they believe could be enhanced. Evaluations from reputable sources like Gartner have pinpointed the following criticisms.
- Lack of out-of-the-box features - Certain users have expressed a desire for Ivanti to include more pre-built features than they would typically expect from a solution of its sophistication.
- Complex backend - Some users find the platform's backend to be intricate, with options scattered across different areas, leading to challenges in navigation and management.
- Limited integration - Some users have experienced frustration over the platform's limited ability to integrate seamlessly with other tools, hindering their workflow efficiency.
- Poor documentation - Users have raised concerns about the platform's documentation, considering it outdated and insufficient in providing comprehensive guidance.
- Inadequate support - Some users have encountered difficulties with Ivanti's support function, including challenges in identifying the root cause of issues and assigning the appropriate support agent promptly.
- Outdated appearance - A few users have noticed that the product has an antiquated appearance, potentially impacting the overall user experience and aesthetics.
What’s Ivanti’s argument over TOPdesk?
Ivanti Neurons for ITSM aims to present itself as a robust and versatile solution, offering unique advantages over TOPdesk in various key areas. Here are the key arguments that Ivanti makes over TOPdesk.
- Automation capabilities - Ivanti Neurons for ITSM is distinguished by its powerful automation capabilities, streamlining various processes and tasks.
- Customization and flexibility - Ivanti prides itself on providing extensive customization and flexibility options, allowing users to create individual group function modules and tailor workflows according to their unique requirements.
- Cost savings and efficiency - Users have noted that Ivanti Neurons offers cost savings compared to other similar products they have tested.
Considering InvGate Service Desk as an ITSM solution alternative
While TOPdesk and Ivanti are prominent rivals in the ITSM sector, it is essential to explore alternative solutions that closely align with your organization's specific needs. In this regard, InvGate Service Desk stands out as a compelling option that warrants thoughtful evaluation.
Let's examine the favorable features of InvGate Service Desk that make it a valuable choice for fulfilling your ITSM requirements.
Customization and flexibility
InvGate Service Desk provides flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures the platform can cater to the specific requirements of different sectors and industries.
Exceptional user experience
InvGate Service Desk prioritizes delivering an outstanding user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and reduces the need for extensive training, ensuring a user-friendly design that maximizes productivity.
Robust self-service capabilities
InvGate Service Desk offers a user-friendly portal, an extensive IT service catalog, and a knowledge base, empowering end-users to independently resolve common issues, access IT services, and utilize self-help resources, thereby reducing the burden on IT staff.
Simplified configuration and setup
InvGate Service Desk streamlines the configuration and setup process with a no-code/low-code approach, making it easy for users of varying technical expertise to adopt. The platform offers straightforward configuration options that quickly leverage its robust ITSM capabilities.
Powerful Ticketing and Incident Management
InvGate Service Desk excels in delivering robust features for ticketing and incident management. It enables efficient tracking, collaboration, and resolution of tickets, empowering IT teams to handle and prioritize incidents effectively. Automated ticket routing, customizable workflows, and SLA Management enhance the efficiency of incident resolution processes.
Cost-effective solution
InvGate Service Desk provides a cost-effective solution without compromising on functionality. It offers a comprehensive range of ITSM features at a competitive price, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like TOPdesk and Ivanti, InvGate Service Desk strikes a balance between cost and functionality.
Comprehensive reporting and analytics
InvGate Service Desk offers extensive reporting and analytics functionalities, providing valuable insights into IT operations and performance. The platform includes ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.
Comprehensive Asset Management
Through integration with InvGate Insight, InvGate Service Desk provides organizations with a holistic view of their IT ecosystem, leading to improved service delivery and reduced downtime. InvGate Insight offers features such as IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.
Designed for ITSM and ESM
InvGate Service Desk is purpose-built for IT Service Management while seamlessly extending its capabilities to Enterprise Service Management (ESM). This empowers operational departments to optimize their processes and embrace the benefits of digital transformation, promoting streamlined workflows and comprehensive digital initiatives across all departments.
ITIL-certified excellence
InvGate Service Desk has achieved the prestigious ITIL4 certification from PINK Elephant, showcasing its dedication to maintaining high standards in IT Service Management (ITSM). Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk provides a user-friendly and feature-rich experience aligned with industry best practices.
Fast ROI and ongoing innovation
InvGate Service Desk ensures a fast return on investment through efficient implementation processes. Within weeks, organizations can begin experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.
Next steps
The comparison of TOPdesk vs. Ivanti has shed light on the distinct advantages and drawbacks that each ITSM solution brings to the table. Both platforms have unique strengths, catering to diverse organizational requirements and preferences.
As you select the ideal ITSM solution for your organization, it's crucial to delve deeper into your specific needs and objectives. Beyond comparing TOPdesk and Ivanti, there may be other compelling alternatives to explore, such as InvGate Service Desk. This solution offers streamlined functionalities and a robust emphasis on driving digital transformation within your IT operations.
Ready to take the next step in your ITSM journey? Download our free ITSM implementation checklist to help you map out your next steps. This comprehensive guide will assist you in planning and executing a successful ITSM implementation, ensuring a smooth and efficient transition for your organization.
