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SCSM vs TOPdesk comparison

Microsoft and TOPdesk are both solutions in the Help Desk Software category. Microsoft is ranked #12 with an average rating of 7.4, while TOPdesk is ranked #14 with an average rating of 7.6. Microsoft holds a 1.6% mindshare in HDS, compared to TOPdesk’s 1.9% mindshare. Additionally, 66% of Microsoft users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
SCSM
Read 26 SCSM reviews
  • 917 Views
  • 509 Comparison Views
66% willing to recommend
TOPdesk
Read 10 TOPdesk reviews
  • 1,034 Views
  • 515 Comparison Views
84% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SCSM and TOPdesk compete in the IT service management category. SCSM holds the upper hand due to its superior integration capabilities within the Microsoft ecosystem.

Features: SCSM offers incident management, automated orchestration, and comprehensive reporting, leveraging its seamless integration with Microsoft products. TOPdesk's strength lies in its ease of use, effective change management, and simple setup of complex workflows.

Room for Improvement: SCSM struggles with a limited self-service portal, inadequate mobile capabilities, and complex reporting and patch management. TOPdesk faces challenges with its outdated on-premise system and lackluster reporting, needing improvements in AI features and Microsoft Teams integration.

Ease of Deployment and Customer Service: SCSM provides diverse deployment options but suffers from inconsistent technical support due to a lack of experts. TOPdesk, while limited to on-premises and private cloud, offers generally satisfactory customer service, though occasionally insufficient support documentation prompts users to seek alternatives.

Pricing and ROI: SCSM's complex licensing model can lead to high costs, yet it offers high ROI when fully utilized. TOPdesk's pricing is clear and based on user count and modules, appealing to larger companies, though potentially expensive for smaller enterprises. Its pricing includes technical support and updates, offering a good value proposition.

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To learn more, read our detailed SCSM vs. TOPdesk Report (Updated: April 2025).
Buyer's Guide
SCSM vs. TOPdesk
April 2025
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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

SCSM
Ranking in Help Desk Software
12th
Ranking in IT Service Management (ITSM)
11th
Average Rating
7.0
Reviews Sentiment
6.6
Number of Reviews
26
Ranking in other categories
No ranking in other categories
TOPdesk
Ranking in Help Desk Software
14th
Ranking in IT Service Management (ITSM)
12th
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.7% compared to the previous year. The mindshare of TOPdesk is 1.9%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

PraveenSharma3 - PeerSpot reviewer
Enhanced remote functionality complements intricate admin management
We are using it as co-management, working from SCCM and some from Intune. However, there are dissimilarities between SCCM and Intune, so we use SCCM for specific tasks or policies Currently, with the system, we have some remote tool functionality which is not available with Intune. We are also…
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Martina Peneva - PeerSpot reviewer
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

"It is one of the most stable solutions in the market."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The most valuable feature is the reporting of incidents."
"The most requested feature from our customers is the helpdesk ticketing system."
"This product has helped our organization by allowing people to connect with each other."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"I've used SCSM a lot, and its features are valuable."
More SCSM pros
"Change management is the most critical feature."
"The most valuable feature of the solution is the ticketing feature."
"TOPdesk is overall very stable."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
More TOPdesk pros
 

Cons

"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"They might be looking for additional functionalities that SCSM could integrate."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
More SCSM cons
"The solution should be made more user-friendly."
"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."
"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."
"The solution's change management could be better."
"Change management implementation, facility management, and making reservations on assets can be improved."
"It is time-consuming to add new users."
"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."
More TOPdesk cons
 

Pricing and Cost Advice

"It is a lower price vs. other things on the market."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"It is an expensive solution."
"Licensing can be complex and confusing."
"The price should be lower."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The license for SCSM is cheap."
"The pricing is reasonable."
More SCSM pricing and cost advice
"The solution's pricing is reasonable and not expensive."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"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."
"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."
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Top Industries

By visitors reading reviews
Government
25%
Financial Services Firm
11%
Computer Software Company
11%
Manufacturing Company
10%
Educational Organization
53%
Computer Software Company
10%
Financial Services Firm
4%
Manufacturing Company
4%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
See all answers
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
See all answers
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
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
 

Comparisons

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BMC Helix ITSM vs SCSM
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Compared 15% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 10% of the time
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Compared 43% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 26% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 18% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 14% of the time
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Product Reports

Buyer's Guide
SCSM
March 2025
SCSM reportDownload SCSM product report
Buyer's Guide
Help Desk Software
March 2025
TOPdesk reportDownload TOPdesk product report
 

Also Known As

System Center Service Manager
No data available
 

Overview

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
Microsoft
Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
TOPdesk
 

Sample Customers

Fibabanka, UMC Health System
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
SCSM vs. TOPdesk
April 2025
Free Report: SCSM vs. TOPdesk
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