We performed a comparison between ServiceNow and SolarWinds Service Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"Good stable and scalable solution."
"We have found change management and CMDB to be very useful."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"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."
"I have found the workflows and integration the most valuable in this solution."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"If it is a high priority, they will respond very quickly. If it is a low priority issue, it might take some time, some three or four days. I would rate the technical support as a 10 out of 10."
"The solution is very stable."
"The solution could improve by being more stable."
"There is inherent complexity with this tool because of the number of things that it can do."
"I would like to see a mobile version of ServiceNow."
"The solution is lacking in the mobile application area that could be improved."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"Very expensive."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews while SolarWinds Service Desk is ranked 17th in IT Service Management (ITSM) with 1 review. ServiceNow is rated 8.4, while SolarWinds Service Desk is rated 9.0. 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 Service Desk writes "A robust solution to automate and manage incidents and requests". ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian, whereas SolarWinds Service Desk is most compared with Samanage.
See our list of best IT Service Management (ITSM) vendors.
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