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."There are many expansions available."
"The workflow makes things extremely efficient and it improves effectiveness."
"It's more about the ease of use of ServiceNow. Plus, everything is there in a single platform. If you need any additional functionality, you just need to enable the plugins without even installing anything on the servers"
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"The most valuable feature is the flexibility of development for customization."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"You can scale the solution."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"SolarWinds is scalable as far as adding devices and servers."
"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."
"An area for improvement would be the accessibility of downloaded and compressed files."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"The Express edition does not allow the option for scripting."
"The interface can be a bit more intuitive."
"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."
"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)."
"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."
ServiceNow is ranked 1st in Help Desk Software with 212 reviews while SolarWinds Web Help Desk is ranked 18th 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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