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ServiceNow vs SolarWinds Service Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

ServiceNow
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Number of Reviews
214
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
SolarWinds Service Desk
Ranking in IT Service Management (ITSM)
17th
Average Rating
9.0
Number of Reviews
1
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of ServiceNow is 26.1%, down from 27.4% compared to the previous year. The mindshare of SolarWinds Service Desk is 0.4%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Fabio QUINTANILHA - PeerSpot reviewer
Jan 29, 2024
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
I use the solution to collect data to build KPIs. We promote and foster the usage of workflows in the company We use the data to compare and review situations, propose improvements, and promote action items. SPM and ITSM features are the most helpful. The product’s standard user experience is…
BENDER BENEDICT - PeerSpot reviewer
Nov 29, 2022
A robust solution to automate and manage incidents and requests
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. The add-on allowed us to integrate with Jira Cloud Service, but we couldn't integrate completely and can only integrate with the project. I would also suggest that the incident and request management be separated on SolarWinds Service Desk. The solution's incident and request management feature are one of the core reasons why we had to migrate to Jira Service Management. It was difficult to filter incidents and requests. They are all compiled together in a single dashboard, which is not convenient for most of the users, especially the IT support person.

Quotes from Members

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

Pros

"Very easy to implement and to respond to my clients' needs."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"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."
"It has more extensive features as compared to the other competitors."
"There are many expansions available."
"We always get good support."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"Remote access is most valuable."
"The solution is very stable."
 

Cons

"ServiceNow might need to improve its capabilities to integrate with third-party tools."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"There is room for improvement in price."
"Making a mobile version would be helpful."
"The Express edition does not allow the option for scripting."
"Local solutions have lower costs."
"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."
"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."
 

Pricing and Cost Advice

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
"This is a pretty expensive product, so the licensing could be better."
"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."
"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."
"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."
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Top Industries

By visitors reading reviews
Educational Organization
25%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
7%
Educational Organization
70%
Computer Software Company
7%
Marketing Services Firm
4%
Government
4%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
What needs improvement with SolarWinds Service Desk?
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 ...
What is your primary use case for SolarWinds Service Desk?
We use SolarWinds Service Desk to manage daily incidents and requests from users to the IT team. The users log their tickets using the solution and it is forwarded directly to the IT team or by email.
 

Overview

 

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    
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Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: October 2024.
814,763 professionals have used our research since 2012.