TOPdesk vs. ServiceNow

Brenda Gratas January 9, 2023
- 17 min read

Are you facing a dilemma between TOPdesk vs. ServiceNow while searching for your organization's perfect IT Service Management (ITSM) platform? Navigating through the multitude of ITSM options available can be daunting when you're striving to find the ideal fit that aligns seamlessly with your unique requirements.

In this blog post, we’ll delve into a thorough comparison between TOPdesk and ServiceNow, two prominent players in the field of ITSM. However, if neither of these platforms fully meets your organization's specific needs, there's no need to worry. We’ll present an alternative solution that may be the ideal match for you: InvGate Service Desk.

Crafted with meticulous attention to detail, InvGate Service Desk offers a robust service desk software solution designed to streamline service delivery and empower organizations. Join us on this enlightening journey of ITSM tools comparison as we uncover the perfect solution that will propel your organization forward. 


Table of contents



  • ServiceNow excels in continuous improvements and strong integrations but faces challenges in high licensing costs, a steep learning curve, workflow customization, and implementation delays.
  • TOPdesk provides a comprehensive ITSM solution featuring an intuitive interface and robust collaboration tools. Nevertheless, there is a pursuit of enhancements in reporting and setup processes.
  • InvGate Service Desk provides an efficient ITSM setup, adaptable deployment, strong ticketing and incident management, and self-service capabilities, emphasizing cost-effectiveness and innovation.


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We tried to be as thorough as possible, but if you don't have enough time to read it through and through, here's (another) TL;DR: InvGate Service Desk can do everything we say here, and you can test it right away for free for 30 days.

Most looked-at features by buyers

When evaluating IT Service Management solutions, potential buyers concentrate on specific features that match their organization's requirements. It is crucial to understand these desired functionalities in order to make well-informed decisions. 

Let's explore the main aspects that prospective buyers commonly consider when comparing ITSM tools.

  1. Streamlined IT service catalog - Organizations often need a simplified IT service catalog that provides a centralized platform for users to request specific IT services or resources. This feature simplifies service requests, improves visibility, and helps in managing service delivery effectively.

  2. 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.

  3. Customization and adaptability - Buyers appreciate software solutions that can be personalized according to their business requirements. This ensures that the software aligns with their unique workflows and processes, leading to higher user satisfaction and overall effectiveness.

  4. Ticket Management system - Prospective buyers place great importance on a comprehensive Ticket Management system within the help desk software. This feature enables efficient tracking, assignment, and resolution of customer inquiries and support requests.

  5. Seamless integration capabilities - The ability to integrate with other systems and applications is a crucial requirement for buyers. They seek smooth data flow and automated processes, valuing the capability to integrate with existing tools and platforms (native integrations with ITAM tools come in here!) for improved efficiency and a unified user experience.

  6. Informative reporting - Buyers seek help desk software with powerful reporting tools such as dashboards and reports. These features provide valuable insights into IT operations and performance, facilitating informed decision-making and continuous service improvement.

  7. Scalability and personalization - Organizations with evolving needs prioritize solutions that can adapt to their growth and allow customization. Buyers look for the ability to create custom fields, workflows, and extensions/plugins to cater to their specific business requirements.

  8. Support automation and Workflow Management - Buyers actively seek software solutions that offer automation capabilities to streamline routine tasks such as ticket routing, approvals, and escalations. These automation features contribute to increased efficiency and productivity.

  9. Efficient IT Asset Management - Users prioritize software that offers robust IT Asset Management (ITAM) capabilities. This helps them maintain accurate inventories and optimize resource utilization within their organizations.

  10. User experience and interface - Ease of use and interface design are critical factors for buyers. They value a user-friendly platform with an intuitive interface that enhances user adoption and productivity. Mobile accessibility is also important for organizations with remote or mobile workforces.

  11. ITIL compliance - Adhering to ITIL best practices is a priority for many organizations. Buyers may prioritize solutions that support ITIL processes, including Incident Management, Problem Management, Change Management, and Asset Management.

  12. Cost and support - Buyers consider the solution's cost-effectiveness, including licensing models, subscription plans, and additional costs for features or users. Reliable customer support, comprehensive documentation, and accessible training resources also influence decision-making.

What is TOPdesk?

Example of Topdesk's interface.

TOPdesk IT Service Management is a software product created by a Dutch software firm called TOPdesk. Its purpose is to make IT support services more efficient and effective. By combining customer requests, IT assets, and workflows into one easy-to-use platform, TOPdesk ITSM makes the support process simpler for IT agents while providing a smooth and satisfactory customer experience. 

With TOPdesk ITSM, organizations can manage various IT service activities such as Incident Management, Problem Management, Change Management, and Request Management in a productive manner.

What users like from TOPdesk

TOPdesk has received positive customer feedback and has been recognized by reputable sources such as Gartner for its benefits. Here are several advantages that have been highlighted.

  • Ease of use and intuitive interface - TOPdesk ITSM features an intuitive interface that is designed for ease of use, enabling IT agents to navigate and complete tasks effortlessly.
  • Collaboration capabilities - The software facilitates seamless communication and efficient troubleshooting through its collaboration capabilities, fostering collaboration among operators and departments.
  • Responsive customer support - The platform offers prompt and helpful support, ensuring that any issues or concerns are quickly addressed with efficient response times.
  • Versatility and integration - TOPdesk ITSM is a versatile solution that seamlessly integrates with other tools, making it a valuable addition to any IT department and enhancing its functionality.
  • Powerful motor and dynamic features - The tool has powerful motor and dynamic features, enabling efficient and effective IT Service Management.
  • User-friendly self-service portal - The self-service portal is designed to be user-friendly, making it easy for customers to request assistance or report issues effortlessly.
  • Configuration and customization options - TOPdesk ITSM is highly configurable and customizable, empowering organizations to tailor the software to meet their specific needs and requirements.
  • Stability and reliability - The software ensures stability and reliability, guaranteeing uninterrupted delivery of IT services.
  • API capabilities for automation and integration - The platform offers API capabilities that enable automation and seamless integration with other systems, streamlining ITSM processes.
  • Asset Management 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 up-to-date with information about new features, ensuring they stay informed about the latest developments.
  • All-in-one tool for Service Management - TOPdesk ITSM serves as an all-in-one solution for Service Management, providing organizations with a comprehensive and integrated platform to meet their IT service needs.

What users don’t like from TOPdesk

While TOPdesk has notable strengths, specific areas have raised concerns and dislikes among customers, as identified through analysis from sources like Gartner. Here are several dislikes that have been mentioned.

  • Challenges with Knowledge Management and Change Management Systems - A subset of users have encountered issues with the Knowledge Management and Change Management Systems, highlighting the need for further development to enhance their effectiveness.
  • Outdated appearance - Users have expressed dissatisfaction with TOPdesk’s outdated appearance, suggesting that a modernized look and feel would greatly enhance the user experience.
  • Functionality and usability improvements needed - Certain software modules or components require further development to improve their functionality and usability, addressing user feedback and enhancing overall performance.
  • Complexity in setting up and configuring functionalities - Some users have encountered difficulties in setting up and configuring specific functionalities, leading to time-consuming and frustrating experiences that would benefit from streamlined processes.
  • Lack of flexibility in personal and group settings - The software's personal and group settings lack flexibility, limiting user customization options. Greater flexibility in these areas would enhance customization possibilities.
  • Challenges with creating email triggers - Users have reported challenges in creating email triggers based on workflows, resulting in communication delays. Streamlining this process would greatly improve efficiency.
  • 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.
  • 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.
  • Implementation delays and consulting service issues - Certain users have experienced implementation delays and encountered issues with consulting services, which have affected the software's adoption. Addressing these concerns would enhance the overall implementation experience.
  • Missed features compared to competitors - Users have observed that TOPdesk lacks certain features or functionalities, affecting its market competitiveness. Implementing these missing features would strengthen the software's offering.
  • Slow release of updates for Asset Management - The release of updates for Asset Management has been slow, hampering the ability to stay up-to-date with the latest developments. Expedited update releases would ensure users can benefit from the most recent enhancements.
  • Improvement needed in reporting and dashboard options - Users have expressed a desire for improved reporting and dashboard options to gain more valuable insights and data. Enhancing these features would provide users with greater analytical capabilities.

What’s TOPdesk’s argument over ServiceNow?

When comparing TOPdesk and ServiceNow, it's essential to consider the unique selling points and differentiators that TOPdesk brings to the table. Here's TOPdesk's perspective.

  1. Ease of use - TOPdesk takes pride in its user-friendly interface and intuitive design, making it effortless for IT agents to navigate and complete tasks. 

  2. Collaboration and seamless communication - TOPdesk emphasizes its collaboration capabilities, enabling smooth communication and efficient troubleshooting among operators and departments. 

  3. Customizability and flexibility - TOPdesk emphasizes its highly configurable and customizable nature, allowing organizations to tailor the software to their specific needs and requirements.

  4. Comprehensive Asset Management - TOPdesk offers a holistic view of IT assets through its comprehensive ITAM functionality and Inventory Management. 

  5. Responsive customer support - TOPdesk is known for its efficient and helpful customer support, ensuring that any issues or concerns are promptly addressed. 

  6. Cost-effective solution - TOPdesk highlights its cost-effectiveness without compromising functionality. It provides a comprehensive range of ITSM features at a competitive price point, offering organizations affordability without sacrificing capabilities.

What is ServiceNow?

Example of ServiceNow's interface.

ServiceNow is a company that offers a cloud-based platform designed to streamline IT Service Management and digital workflows for organizations. Their main objective is to simplify and automate IT operations, improve customer experiences, and drive digital transformation for businesses.

ServiceNow was established in 2004 and is headquartered in Santa Clara, California. They provide a diverse range of cloud-based solutions that are tailored to meet the operational needs of enterprises. These solutions span across various domains, including IT Service Management, IT Operations Management, IT Business Management, Customer Service Management, Human Resources Service Delivery, Security Operations, and more.

To strengthen its market presence, ServiceNow has formed strategic partnerships with renowned companies like NVIDIA and Juniper Networks. This collaboration further enhances their position in the industry.

What users like from ServiceNow

ServiceNow has garnered positive feedback from customers, with various benefits highlighted by reputable sources like Gartner and G2. Here are some of the advantages mentioned.

  • Expanded usage across multiple domains - ServiceNow's value extends beyond IT Service Management (ITSM). Customers find value in utilizing ServiceNow for other areas such as Human Resources (HR), Customer Engagement Center (CEC), Governance, Risk, and Compliance (GRC), and IT Operations Management (ITOM).
  • Continuous product enhancements - ServiceNow regularly introduces improvements by acquiring new technologies and developing native features. Customers appreciate the company's transparent product roadmap, which provides visibility into upcoming enhancements and features.
  • Cloud-based platform - ServiceNow operates on cloud infrastructure, allowing organizations to scale their operations, adapt to changing needs, and access the platform from anywhere with internet connectivity.
  • Growing user community - ServiceNow has gained significant relevance in the industry and boasts a rapidly expanding community of users. Many customers discover or gain experience with the platform through recommendations from their peers.
  • Integration capabilities - ServiceNow provides features that facilitate seamless integration with other systems and applications. This capability enables efficient data exchange and workflow automation, enhancing operational efficiency for customers.
  • Native AI capabilities - ServiceNow leverages artificial intelligence (AI) and machine learning (ML) to offer built-in AI capabilities. These include virtual Agent chatbots and predictive intelligence, enhancing the platform's functionality and user experience.

What users don’t like from ServiceNow

Despite its strengths, there are certain aspects of ServiceNow that customers have expressed concerns and dislikes about, based on analysis from sources like Gartner and G2. Here are some of the dislikes mentioned.

  • Challenges in customizing workflows and processes - The platform may have limitations in flexibility and customization options, making it challenging for organizations to tailor the system to their specific needs and unique business processes.
  • Steep learning curve and complexity for new users - Some users find ServiceNow's platform to have a steep learning curve, especially when utilizing advanced features. The system's complexity may require additional training and resources to leverage its capabilities fully.
  • High licensing costs and potential additional expenses - ServiceNow's extensive functionality and advanced features come at a price. Licensing fees can be substantial, particularly for organizations requiring capabilities beyond ITSM. Additionally, customization costs or specialized modules may contribute to a high overall cost of ownership.
  • Renewal leverage concerns - ServiceNow's market dominance can impact customers' ability to negotiate contracts and renewals without jeopardizing existing discounts or concessions.
  • Difficulties and delays during implementation - Organizations may encounter issues during platform configuration, data migration, or integration with existing systems, resulting in longer implementation timelines and potential frustrations.
  • Mixed feedback on customer support - Some users have reported concerns about response times and accessibility when seeking support from ServiceNow, indicating inconsistencies in customer support.
  • Limited presence in emerging markets - ServiceNow has a constrained presence in certain emerging markets, with fewer local offices and a lack of hosting options in regions like the Middle East. This can limit accessibility and support for organizations operating in those areas.

What’s ServiceNow’s argument over TOPdesk?

ServiceNow, a leading player in the ITSM industry, presents its own arguments that differentiate it from TOPdesk. Here's ServiceNow's perspective.

  1. Extended usage across multiple domains - ServiceNow prides itself on its ability to extend beyond ITSM and provide value across various domains such as Human Resources, Customer Engagement Center, Governance, Risk, and Compliance, and IT Operations Management. 

  2. Continuous product enhancements - ServiceNow emphasizes its commitment to continuous improvement by regularly introducing enhancements through acquisitions, partnerships, and native feature developments. 

  3. Cloud-Based platform - ServiceNow operates on a cloud-based infrastructure, providing organizations with scalability, flexibility, and accessibility. 

  4. Growing user community - ServiceNow has a rapidly expanding community of users, fostering knowledge sharing, collaboration, and a vibrant ecosystem.

  5. Integration capabilities - ServiceNow emphasizes its robust integration capabilities, enabling seamless connections with other systems and applications.

  6. Native AI Capabilities - ServiceNow leverages AI and ML to provide built-in AI capabilities within its platform. 

Considering InvGate Service Desk as an ITSM solution alternative

Although TOPdesk and ServiceNow are popular competitors in the ITSM industry, exploring alternative solutions that closely align with your organization's specific needs is essential. In this context, InvGate Service Desk emerges as a compelling choice that warrants careful consideration.

Now, let's delve into the comprehensive features of InvGate Service Desk that make it a valuable option for meeting your organization's ITSM requirements.

Robust Ticketing and Incident Management

InvGate Service Desk offers powerful features for efficient tracking, collaboration, and resolution of tickets. Through automated ticket routing, customizable workflows, and SLA Management, IT teams can effectively handle and prioritize incidents.

Example of a Ticket Management view on InvGate Service Desk.

Simplified configuration and setup

InvGate Service Desk provides a streamlined configuration and setup process using a no-code/low-code approach. This user-friendly approach enables both new and experienced users to implement the system without extensive technical expertise. The platform offers straightforward configuration options, allowing organizations to leverage its powerful ITSM capabilities quickly.

Exceptional user experience

InvGate Service Desk prioritizes delivering an exceptional user experience through meticulous design and adherence to UI/UX best practices. Its intuitive interface promotes quick adoption and minimizes the need for extensive training, ensuring a user-friendly design that maximizes productivity.


ITIL-certified readiness

InvGate Service Desk has obtained the esteemed ITIL4 certification from PINK Elephant, demonstrating its commitment to upholding ITSM excellence. Whether organizations are embarking on their ITIL journey or managing complex operations, InvGate Service Desk offers a user-friendly and feature-rich experience aligned with industry best practices.

Comprehensive Asset Management

By integrating InvGate Service Desk with InvGate Insight, organizations gain a holistic view of their IT ecosystem, resulting in improved service delivery and reduced downtime. InvGate Insight offers features such as  IT Asset Discovery, Inventory Management, Software License Management, and maintenance schedules.



Fast ROI and ongoing innovation

InvGate Service Desk ensures a fast return on investment through efficient implementation processes. Within weeks, organizations can start experiencing the benefits of this robust ITSM solution. Additionally, regular feature updates keep users at the forefront of technology without incurring additional costs.

Strong self-service capabilities

InvGate Service Desk offers robust self-service functionalities, including a user-friendly portal, an extensive IT service catalog, and a knowledge base. These features empower end-users to independently resolve common issues, access various IT services, and utilize self-help resources, thereby reducing the workload on IT staff.


Focused on ITSM with ESM extension

InvGate Service Desk is purpose-built for ITSM and seamlessly extends its capabilities to Enterprise Service Management (ESM). This allows operational departments to enhance their processes and fully embrace the benefits of digital transformation. With a primary focus on ITSM and strong performance in ESM, InvGate Service Desk facilitates streamlined workflows and comprehensive digital transformation initiatives across all departments.

Customization and flexibility

InvGate Service Desk provides flexible deployment options, allowing organizations to choose between on-premise or cloud-based solutions. This adaptability ensures that the platform can cater to the specific requirements of different sectors and industries.

Comprehensive reporting and analytics

InvGate Service Desk provides extensive reporting and analytics functionalities, empowering organizations to gain valuable insights into their IT operations and performance. The platform offers ready-to-use reports and customizable dashboards, enabling IT teams to analyze data, identify patterns, and make informed decisions to enhance their services.

InvGate Service Desk's customizable dashboard view.

Cost-effective solution

InvGate Service Desk provides a cost-effective solution without compromising functionality. It offers a comprehensive range of ITSM features at a competitive price point, making it an appealing choice for organizations seeking affordability without sacrificing capabilities. Compared to alternatives like TOPdesk and ServiceNow, InvGate Service Desk strikes a balance between cost and functionality.

Next steps

When evaluating ITSM solutions like TOPdesk vs. ServiceNow, it's essential to explore alternative options that cater to your organization's unique requirements. InvGate Service Desk emerges as a powerful contender, providing streamlined functionalities and robust features to enhance your IT services and drive digital transformation.

To fully grasp the transformative capabilities of InvGate Service Desk, explore our live demo

Don't settle for a one-size-fits-all solution. Choose InvGate Service Desk and embark on a journey towards optimized IT services and a future-proof ITSM strategy. Experience the difference today!

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