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."Easy to implement and consolidate different platforms and users with useful functionalities."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"It has an excellent capability to integrate different access points."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"We always get good support."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"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."
"The most valuable feature of this solution is the assets management module."
"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."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The discovery of assets could be improved; right now they only allow for one domain."
"The high price is a huge barrier in Portugal."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"A little outdated compared to newer products that include protection and detection."
"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."
"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)."
"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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