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 like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"Identifies better ways to license software or eliminate unused software to save money."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"The most valuable feature of this solution is the assets management module."
"SolarWinds is scalable as far as adding devices and servers."
"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."
"It is easy to use."
"Their cloud management is also not that great compared to other products."
"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."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"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)."
"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."
"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."
"This solution needs to have mobile application support added."
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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