Compare ServiceNow vs. SolarWinds Web Help Desk

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Most Helpful Review
Use SolarWinds Web Help Desk? Share your opinion.
Find out what your peers are saying about ServiceNow vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
437,208 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
ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations.I have found that sorting and grouping functions are particularly useful.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.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.Very good incident management, chain management and problem management features.ServiceNow was the first true enterprise to service management platform.The most valuable feature is that this is a Cloud solution.This solution is a single-storage for our user community to submit help desk tickets.

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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 most valuable feature of this solution is the assets management module.

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Cons
I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules).Creating service catalog forms could be made easier.There should be fewer clicks and faster integrations between solutions.The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.Very expensive.Service mapping could be less complicated.Transparency in the pricing model needs to be improved.I do not like the user interface.

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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.

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Pricing and Cost Advice
The licenses are expensive.$230 per user.The mandatory minimum is US$ 20,000 for licensing.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.Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers.Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive.ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably.ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform.

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They charge by the technician. It costs $117 per technician per year.

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Questions from the Community
Top Answer: BMC Helix (Remedy) is not a new product release from BMC. This is a relaunched SaaS offering from BMC under a new Package called as Helix previously known as RemedyOnDemand. Having said that, the… more »
Top Answer: Currently, we work with REMEDY in Totalsec, it is the ticketing tool that manages the Operation processes in Totalsec. We are evaluating SERVICE NOW, as we are looking for new features to control… more »
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Top Answer: The most valuable feature of this solution is the assets management module.
Top Answer: The GUI for this solution can be better. This solution needs to have mobile application support added.
Top Answer: We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model… more »
Ranking
1st
out of 56 in Help Desk Software
Views
55,199
Comparisons
32,357
Reviews
22
Average Words per Review
687
Avg. Rating
8.3
22nd
out of 56 in Help Desk Software
Views
1,121
Comparisons
953
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
Compared 16% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 4% of the time.
Learn
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 Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about ServiceNow
Learn more about SolarWinds Web Help Desk
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     Instacart
Top Industries
REVIEWERS
Financial Services Firm17%
Healthcare Company14%
Insurance Company10%
Manufacturing Company8%
VISITORS READING REVIEWS
Computer Software Company43%
Comms Service Provider10%
Government8%
Media Company4%
No Data Available
Company Size
REVIEWERS
Small Business15%
Midsize Enterprise13%
Large Enterprise72%
VISITORS READING REVIEWS
Small Business19%
Midsize Enterprise7%
Large Enterprise74%
No Data Available
Find out what your peers are saying about ServiceNow vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
437,208 professionals have used our research since 2012.
ServiceNow is ranked 1st in Help Desk Software with 22 reviews while SolarWinds Web Help Desk is ranked 22nd in Help Desk Software with 2 reviews. ServiceNow is rated 8.2, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of ServiceNow writes "Discovery has reduced the time to build/deploy devices within our environment". 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, Pega BPM, Appian, JIRA Service Desk and PagerDuty, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, Zendesk Guide, IBM Maximo and SolarWinds MSP Manager. See our ServiceNow vs. SolarWinds Web Help Desk report.

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

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