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."I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"We have found change management and CMDB to be very useful."
"Very easy to implement and to respond to my clients' needs."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"The workflow capability for easy setup is powerful."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"Very good incident management, chain management and problem management features."
"The most valuable feature of this solution is the assets management module."
"It is easy to use."
"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."
"SolarWinds is scalable as far as adding devices and servers."
"Once installed, it runs like a charm and doesn't ever crash."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"I have a problem with the way the solution's price is calculated."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"Needs additional software titles and easier normalization."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"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."
"This solution needs to have mobile application support added."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"A little outdated compared to newer products that include protection and detection."
"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 18th 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, IBM Maximo and Appian, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus. See our ServiceNow vs. SolarWinds Web Help Desk report.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.