ServiceNow vs SolarWinds Web Help Desk comparison

Why PeerSpot?

ServiceNow and SolarWinds are both solutions in the Help Desk Software category. ServiceNow is ranked #1 with an average rating of 8.6, while SolarWinds is ranked #30. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Service Now and SolarWinds Web Help Desk compete in the IT service management domain. ServiceNow has the upper hand with its robust platform suitable for large enterprises requiring extensive functionalities.

Features: ServiceNow provides advanced automation, customizable workflows, and a wide variety of integrations, supporting complex IT environments. SolarWinds Web Help Desk offers efficient ticket, asset, and change management, focusing on straightforward help desk features.

Room for Improvement: ServiceNow can be resource-intensive, with a steep learning curve for new users. Its costs can be prohibitive for small businesses. While customizable, setup might be overwhelming without technical expertise. SolarWinds would benefit from broader integration capabilities. Its reporting features could be enhanced for more insights. The user interface could be made more intuitive for better user adoption.

Ease of Deployment and Customer Service: ServiceNow uses cloud-based deployment with high configurability, which can consume time and resources but includes dedicated support. SolarWinds Web Help Desk offers an easier, often on-premises setup, which is quick to implement, aligning with organizations favoring straightforward integration.

Pricing and ROI: ServiceNow involves higher initial costs but offers a scalable solution for large IT service management demands, potentially increasing long-term ROI for large firms. SolarWinds provides a budget-friendly pricing structure, ideal for smaller to medium-sized businesses, offering value for core help desk functionalities without heavy expenditure.

To learn more, read our detailed ServiceNow vs. SolarWinds Web Help Desk Report (Updated: September 2026).

Buyer's Guide

ServiceNow vs. SolarWinds Web Help Desk

September 2026

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Review summaries and opinions

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

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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GANESAN K

Senior Technical Engineer at Safezone Secure Solutions Private Limited

Has supported daily operational workflows and improved approval management across departments

We actually do the reselling. We created a self-service portal for the customers, and this particular function does impact reducing IT staff workload overall. From technical standpoints, comparing SolarWinds Web Help Desk with TeamViewer, we need ease of configuration and ease of allocating, creating new fields or creating new layouts for many specific use cases. An organization can have a number of use cases when it comes to a ticketing tool. It's not a security solution; it's more of a service solution where you will be configuring the needed categories and needed fields for each department. On a scale of 1-10, I rate SolarWinds Web Help Desk an 8.

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Quotes from Members

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

Pros

"I would rate Automation Anywhere a ten out of ten."

"We are saving almost four FTEs, and it is far better in terms of savings."

"Automation Anywhere aids in handling repetitive tasks, contributing to productivity and enhancing customer service, especially when combined with methodologies like Six Sigma."

"My understanding is that the initial setup is pretty straightforward."

"After using AA for some of the flows, we identified that the execution time was reduced by 70% when compared to the other automation tool that we have been using for 8 years."

"We can integration with other APIs, which is a good thing. This helps us with our database integration. For example, we have done an SAP integration, which is great, since SAP has a lot of manual work."

"The overall UI of the tool is so user-friendly that even a beginner can use it easily."

"It is easy to code. While you have developers, somebody with a development or workflow mindset can logically build a bot in Automation Anywhere by understanding how to put a process in a workflow. If you have that, then you can logically build a bot in Automation Anywhere. Even a non-IT or business user can just look at the bot language and understand what the bot is doing, and that's the easy part."

More Automation Anywhere pros

"The most valuable feature by far of ServiceNow is the rapid development, how quickly you can actually go out and change things, adapt things, ready to fulfill the business needs."

"The development aspects within it are valuable, including incident, change, and problem, and it has given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department."

"I like that it's always up and running."

"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."

"It allows us to filter the data, create graphs, and get detailed reports."

"The stability is excellent, there are no bugs or glitches and it doesn't crash or freeze, and I find it to be reliable."

"The product scales wonderful, we don't have to worry about the scalability and someplace else, and I wouldn't say there are any issues with the product right now from the performance and scalability point of view; it's been performing very well."

"HR Case Management and Customer Service Management are two of the key areas which clients are using."

More ServiceNow pros

"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."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."

"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."

"Once installed, it runs like a charm and doesn't ever crash."

"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."

"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."

"SolarWinds is scalable as far as adding devices and servers."

More SolarWinds Web Help Desk pros

Cons

"Our users would like more online community forums where they can exchange information. I would also like a better way to monitor and manage all the automations we have running within our systems because our CoE governance must be robust so we are always aware of what's happening."

"We'd like to see more AI features."

"We have HTML mode and Window mode, but Automation Anywhere is limited in this. It would be better if they were able to provide different specification modes."

"One of the things that the product should have is to add more advanced level developer capabilities into the platform. I know it is easy for business, non-technical people. However, for the developers, there should be some more features within the product so they can build advanced level use cases much faster."

"We have been looking at processes which can easily transition into a large scale environment, where you can have cloud or hybrid model. However, being a bank, some of our processes are critical and we would like to hold those on-premise. This limits us with our usage of Automation Anywhere."

"I feel A2019 is still not completely ready and the discontinuing of version 11 is a negative impact for all of the users and clients."

"Custom models with advanced features can be included in the IQ Bot models for unstructured and semi-structured data."

"We've had some technical difficulties connecting, but that's more on our environment and how we have the machines and everything set up. It's not specific to Automation Anywhere. However, it's pricier than some of the other tools."

More Automation Anywhere cons

"I think some of the areas for improvement are some of the features that get added sometimes and not a lot of help and resources get devoted to them."

"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."

"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."

"System deployment and automation capabilities could be within the platform, similar to competitors."

"Calendar views - there are no nice calendar views and I think I'm just starting to learn about resource management but it would be nice for them to have the roadmaps so you can see an actual calendar view to see where, from a project, you are."

"UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool."

"I think the biggest thing that I've seen is when we've moved to the knowledge-based version three, which happened relatively recently, there were a lot of new improvements that came with that, but there were a lot of things that actually seemed like a little bit of a step back."

"From my standpoint, because we don't have people who are experienced in doing the performance analytics module and stuff like that, we can't get the right reporting and it's just a beast trying to get that configured the right way."

More ServiceNow cons

"This solution needs to have mobile application support added."

"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"Dashboards need some amount of work to be done. Ease of customization is desired."

"However, it's a little outdated compared to newer products that include protection and detection."

"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 is a good solution, but the GUI is really old-fashion and needs to be updated."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"Automation Anywhere is affordable."

"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."

"I feel the cost of licensing is very high for the A2019 version."

"Their licensing processes are in par with most industry standards."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"Licensing costs range from $50,000 to $200,000."

More Automation Anywhere pricing and cost advice

"The price of this solution is expensive."

"The cost is quite high."

"It has a higher cost compared to local/regional solutions."

"The setup cost is high compared to others, especially when the scope is not fixed."

"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."

"There are licensing fees."

"The solution is expensive."

More ServiceNow pricing and cost advice

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

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

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

10%

Manufacturing Company

Outsourcing Company

Government

Outsourcing Company

15%

Financial Services Firm

10%

Construction Company

Retailer

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

See all answers

What needs improvement with SolarWinds Web Help Desk?

Areas of improvement can be enhanced regarding configuration. We had the deployment metrics and usability, ease of us...

See all answers

What is your primary use case for SolarWinds Web Help Desk?

For Zoho, we did OP Manager, Audit Security, AD Security and Asset Management, Patch Management. These things we are ...

See all answers

What advice do you have for others considering SolarWinds Web Help Desk?

We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...

See all answers

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ServiceNow

August 2026

Download ServiceNow product report

Buyer's Guide

SolarWinds Web Help Desk

August 2026

Download SolarWinds Web Help Desk product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

ServiceNow

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

SolarWinds Web Help Desk offers a streamlined approach to technical ticketing and asset management, enhancing departmental operations with efficient asset-user linking and automated scheduling.

Offering an intuitive interface for multiple roles, SolarWinds Web Help Desk enhances ticket management through automated scheduling. Integrating ticketing with remote support provides smooth transitions, while LDAP integration streamlines user permissions. It supports diverse departments, including non-IT sectors, providing detailed case management, reporting, and approval workflows.

What are the standout features of SolarWinds Web Help Desk?

Intuitive User Levels: Customizable interfaces for different roles enhance user experience.
Efficient Ticket Management: Automated scheduling aids in managing tickets effectively.
Comprehensive Asset Management: Links assets to users, improving resource tracking.
Advanced Search: Facilitates easy ticket retrieval and management.
Scheduled Report Generation: Uses Power BI for regular, detailed reports.

What benefits or ROI should users consider?

Streamlined Operations: Automates routine tasks, saving time and resources.
Enhanced Reporting: Detailed reports support data-driven decision-making.
Remote Support Integration: Smooth integration improves support team efficiency.
User and Asset Linkage: Increases asset usage visibility and accountability.

In industries like HR, cybersecurity, and maintenance, SolarWinds Web Help Desk is deployed on-premises, serving as a robust case management tool that supports both IT and non-IT departments' specific needs. It helps maintain departmental efficiency by managing technical tickets and supporting patch management workflows.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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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Buyer's Guide

ServiceNow vs. SolarWinds Web Help Desk

September 2026

Free Report: ServiceNow vs. SolarWinds Web Help Desk

Find out what your peers are saying about ServiceNow vs. SolarWinds Web Help Desk and other solutions. Updated: September 2026.

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