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Most Helpful Review
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2021.
456,495 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful."

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"This is a premier product and it has been around for a long time."

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Cons
"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.""It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier."

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"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

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Pricing and Cost Advice
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

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"Don't get scared of the price tag because it's definitely worth it."

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Answers from the Community
Jacqueline Hale
Questions from the Community
Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more »
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Ranking
1st
out of 53 in Help Desk Software
Views
55,659
Comparisons
32,935
Reviews
22
Average Words per Review
521
Rating
8.0
16th
out of 53 in Help Desk Software
Views
856
Comparisons
544
Reviews
1
Average Words per Review
321
Rating
10.0
Popular Comparisons
Compared 12% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 5% of the time.
Compared 9% of the time.
Compared 8% of the time.
Also Known As
SolarWinds LOGICnow
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ServiceNow
SolarWinds
Overview

Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)

SolarWinds MSP Manager key features include:

  • Customer Management
  • Customer Portal
  • Dashboard, Mobile Apps
  • Scheduling
  • Ticketing
  • Billing
Offer
Learn more about ServiceNow
Learn more about SolarWinds MSP Manager
Sample Customers
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow     Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
Top Industries
REVIEWERS
Financial Services Firm16%
Healthcare Company14%
Manufacturing Company11%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider13%
Government7%
Financial Services Firm5%
No Data Available
Company Size
REVIEWERS
Small Business19%
Midsize Enterprise12%
Large Enterprise69%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise11%
Large Enterprise74%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2021.
456,495 professionals have used our research since 2012.

ServiceNow is ranked 1st in Help Desk Software with 24 reviews while SolarWinds MSP Manager is ranked 16th in Help Desk Software with 1 review. ServiceNow is rated 7.8, while SolarWinds MSP Manager is rated 10.0. The top reviewer of ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". On the other hand, the top reviewer of SolarWinds MSP Manager writes "Real-time reporting helps determine when the network infrastructure needs review". ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty, whereas SolarWinds MSP Manager is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, Device42, SolarWinds Web Help Desk and Freshdesk.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.