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)."Change management is most valuable."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"Everything about the schema, including the design of ServiceNow, is great."
"It provides internal clients with greater transparency about their projects and deliverables."
"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."
"In my experience, ServiceNow's most valuable feature is its flexibility. If you have a DevOps or development team, you can customize it to meet your specific needs. The tool's dashboard categorizes incidents, making managing it much easier."
"The solution is very stable."
"The ability to embed help information onto the screens."
"I would like to see Advanced Intelligent Automation."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"The pricing structure could be more budget-friendly."
"I have a problem with the way the solution's price is calculated."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"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 211 reviews while SolarWinds Service Desk is ranked 16th 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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