We performed a comparison between ServiceNow and SolarWinds Web Help Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It can scale well if you are managing IT assets."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"If you stick to the out-of-the-box solution, it's an easy setup."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"The solution has very good automation tools."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"SolarWinds is scalable as far as adding devices and servers."
"It is easy to use."
"The most valuable feature of this solution is the assets management module."
"Once installed, it runs like a charm and doesn't ever crash."
"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."
"The high price is a huge barrier in Portugal."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"The pricing structure could be more budget-friendly."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The pricing of the solution could be better. It's a bit high."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"An area for improvement would be the accessibility of downloaded and compressed files."
"I would like to see Advanced Intelligent Automation."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."
"A little outdated compared to newer products that include protection and detection."
"This solution needs to have mobile application support added."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. ServiceNow is rated 8.4, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus. See our ServiceNow vs. SolarWinds Web Help Desk report.
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