Alemba Service Manager vs TOPdesk
Alemba Service Manager
alemba.com
TOPdesk
topdesk.comSide by side
| Figure | Alemba Service Manager | TOPdesk |
|---|---|---|
| Price from | — | £51/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 1 | 3 |
| Spec score · Sla Management | 8.6 (#3) | 8.6 (#5) |
| Spec score · Configuration Management Database | 8.6 (#7) | 8.6 (#11) |
| Spec score · IT Knowledge Base Software | 8.6 (#15) | 8.5 (#24) |
| Spec score · Enterprise Service Management Software | 8.5 (#8) | 8.6 (#7) |
| Spec score · IT SLA Management Software | 8.6 (#14) | 8.6 (#17) |
| Spec score · IT Problem Management Software | 8.5 (#12) | 8.6 (#11) |
| Spec score · IT Service Management - Enterprise Software | 8.6 (#8) | 8.5 (#9) |
| Spec score · IT Help Desk Software | 8.6 (#18) | 8.6 (#22) |
| Spec score · IT Service Management - Midmarket Software | 8.6 (#9) | 8.6 (#10) |
| Spec score · ITSM Software | 8.6 (#10) | 8.6 (#11) |
| Deployment | Alemba Service Manager is available as a cloud service or on-premises deployment. | TOPdesk runs mainly as SaaS but also supports on-premises installations for organizations requiring local control. |
| Founded | 2007 | 1993 |
| Headquarters | Edinburgh, United Kingdom | Delft, Netherlands |
| Integrations | The integration platform includes connectors such as Microsoft SCOM and SolarWinds and can synchronize third-party discovery data into the Alemba CMDB. | TOPdesk advertises more than 100 prebuilt integrations plus custom connections through its open API. |
| Purpose | Alemba Service Manager is IT service management and enterprise service management software for complex, regulated organizations. | TOPdesk is service management software that helps teams handle tickets, share knowledge, and manage service requests. |
| Security | The company says each customer has a separate tenancy and database, with Azure data residency available in a chosen region. | The platform page states that TOPdesk is SOC 2 certified and reports 99.9% average uptime. |
| Self-service | ASM includes a license-free self-service portal for end users. | The Self-Service Portal lets end users submit and track tickets and find answers to common questions. |
| Self-service portal | The branded self-service portal is license-free for end users and supports logging and tracking calls, requests, approvals, orders and assets. | End users can submit and track requests, search knowledge articles and use forms through a customizable self-service portal. |
| Support | Customers can use the support portal to log and track calls, download releases, search the knowledge bank, and submit feature requests; sign-in is required. | All plans include local product support; the pricing page lists 8/5 support for Essential and Engaged and 24/5 for Excellent. |
Plans
In their own words
Alemba Service Manager
Alemba Service Manager is IT service management and enterprise service management software for complex, regulated organizations. It covers incident, problem, request, change, event, availability, service level, knowledge, asset, and resource management, with a CMDB and service catalog. Process owners can configure forms, approvals, SLAs, and graphical workflows without developers. The self-service portal is license-free for end users, who can log and track calls, requests, approvals, orders, and assets. Alemba offers cloud and on-premises deployment and also describes private cloud. Alemba Cloud runs on Microsoft Azure, with an isolated tenancy and dedicated database for each customer; Azure data residency can be selected by region. Integrations include SolarWinds, SNOW, Microsoft SCCM, and Atlassian Jira, plus Graph, webhooks, and REST APIs. AI features include ticket summaries and insights, analyst-reviewed email drafts, and a conversational assistant in preview. Pricing is on request.
TOPdesk
TOPdesk is service management software for teams handling tickets, knowledge, assets, and service requests across IT, Facility Management, and HR. Incident Management lets teams register and process requests and complaints, then assign tickets to agents. End users can submit and follow tickets through the Self-Service Portal and look for answers to common questions. Asset Management gives teams a graphical overview of company assets, such as access passes and company cars. All three listed plans include unlimited assets, tickets, and end users, 100GB of storage, and a 2GB file upload limit. Essential costs £51 a month per agent. Engaged costs £72 a month per agent and adds change, contract and SLA, operations, and problem management. Excellent costs £101 a month per agent and adds project management and a webshop. TOPdesk runs in the cloud for most customers and also supports on-premises setups. It offers 100+ integrations and an Open API, including Microsoft Teams, Slack, Salesforce, and Power BI.