ServiceDesk Plus vs. TOPdesk: Which ITSM Tool Truly Fits Your Organization?

1. Certified and recognized worldwide

ServiceDesk Plus is certified by PinkVERIFY™, meaning it complies with the strictest ITSM standards for incident, change, and problem management. Gartner also lists ManageEngine as a ‘Challenger’ in its renowned Magic Quadrant.

2. Your processes, your rules

Every organization operates differently. That’s why ServiceDesk Plus lets you build and customize workflows to suit your needs. Whether you want simple approvals or complex process automation, the intuitive visual editor and low-code scripting give you full control.

TOPdesk offers limited customization. You’re bound to standard configurations and less flexibility per module.

3. Smart, user-friendly request forms

ServiceDesk Plus makes it easy to design clean, dynamic forms for end users—forms that automatically show or hide fields based on prior input, and can even display cost information or images.

TOPdesk provides basic form functionality, with limited field control and customization.

4. Structured problem management

Solving a problem is one thing—preventing it from happening again is what really adds value. ServiceDesk Plus supports this with a clear problem lifecycle, guiding teams step-by-step from detection to resolution.

TOPdesk lets you link incidents to a problem but lacks a built-in workflow to manage the full lifecycle.

5. Smooth change management—without chaos

Many organizations struggle with change processes. ServiceDesk Plus offers a visual change builder: drag and drop components, set approvals, add notifications—done.

TOPdesk lacks a visual editor and feels less intuitive, making it harder to maintain control over changes.

6. A smart assistant in your pocket

ServiceDesk Plus includes Zia, an AI assistant that can create tickets, answer questions, generate reports, and more. Zia is powered by your internal database (no external data use), and works via chat or voice, even on mobile.

TOPdesk currently has no AI assistant, meaning many tasks still need to be done manually.

7. Integrations with all your tools

Whether you use other ManageEngine tools, Microsoft Teams, or third-party platforms, ServiceDesk Plus offers out-of-the-box integrations. With its Teams integration, you can even create and manage tickets without leaving the app.

TOPdesk offers limited integrations. Its Teams connection is one-way—you’ll get notifications, but can’t take action from within Teams.

8. Fully mobile experience

Working on the go or from home? The ServiceDesk Plus mobile app lets you create tickets, update statuses, and scan assets—Zia even supports voice commands.

TOPdesk has an app too, but it offers fewer features and feels more limited.

9. Flexible deployment options

Prefer cloud-based tools? Or need on-premises control? With ServiceDesk Plus, you can choose between cloud, on-premises, or hybrid deployments—and switch easily between them.

TOPdesk is cloud-only, which may be fine for some, but restrictive for organizations with strict data control or compliance needs.

10. Global reach with local support

ServiceDesk Plus is used in over 190 countries, supported by 200+ global partners. You’re guaranteed expert help—locally, and in your own language. And of course, CBA Benelux is your local ManageEngine partner.

TOPdesk is strongest in Europe, but its international reach is more limited.

At a glance: ServiceDesk Plus vs. TOPdesk