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ServiceNow vs SolarWinds Web Help Desk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
633
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
232
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Hemanthreddy Vakiti - PeerSpot reviewer
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.
GANESAN K - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."
"The most valuable feature in this solution is the IQ Bot."
"Automation Anywhere has helped save many man-hours in my organization by letting us automate monotonous and repetitive tasks."
"Automation Anywhere's most valuable feature is its seamless integration into procurement software, allowing for the automation of purchase orders, billing, employee travel details, and other tasks."
"All the data that comes in has to be QC'd. Automation Anywhere helps us by automating the QC part."
"Our workforce has limited capacity. By adding this solution, we can increase the amount of work coming in without adding to our workforce."
"Automation Anywhere greatly improved our processing time since robots can execute process steps faster than human resources do."
"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."
"Compared to HPE Service Manager, ServiceNow offers a lot more customizations and a lot more plug-ins that you can throw in there."
"The solution has very good automation tools."
"The pricing of the product is quite good. It's not too expensive."
"It offers ready-built automation and simpler configuration for workflows."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"Other perks include the Visual Task Boards and the Virtual Agent."
"I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it."
"Flexibility to do what I need to do."
"Once installed, it runs like a charm and doesn't ever crash."
"The most valuable feature of this solution is the assets management module."
"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."
"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."
"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."
"It is easy to use."
"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."
 

Cons

"We experienced continuous bot disconnections in our environment."
"I would like to see web and cloud-based platforms for future releases."
"Automation Anywhere courses are a little bit complex to understand. You need a little bit more time, and accessibility is also a little bit of an issue."
"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"When it comes to Citrix automation, AA should improve or add more features in such a way that all the commands should work when automating a Citrix application."
"When we try to process structured documents but with some little pen marks, improper partitions, or faded documents, IQ Bot fails to extract data properly out of them."
"Though IQ Bot is the most powerful and effective cognitive OCR platform for data extraction in the market, still, there is a lot of scope for improvement as there are a lot of non-standard documents which do not give a high straight-through processing rate and accuracy."
"Automation Anywhere changed OCR features in A2019. My suggestion is to improve the OCR command scope and usability. We use OCR for PDF data extraction as we use in V. 11.x product."
"Very expensive."
"It is pricey, and for good reason."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"With scalability, we have grown quite significantly in the last two years and the performance of our instance has really taken a hit."
"The solution has some built-in monitoring capabilities, so we escalate cases as they come, but sometimes the response to our requests is delayed."
"The customization that we are doing for the needs of our organization are difficult to do and could be improved."
"The solution is lacking in the mobile application area that could be improved."
"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."
"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."
"The technical team is not competent, or available, and they do not know the product."
"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."
"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."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
"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)."
 

Pricing and Cost Advice

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"The major reason that we selected Automation Anywhere was the licensing model."
"As our team size increases, we may get some more licenses for the tool."
"Annually, we are paying almost one million reais."
"Our annual licensing costs for the entire company are $100,000."
"There may be room for the product to be more competitively priced to excel in the market."
"It has good licensing costs which are average for the market."
"They're very flexible around pricing and licensing."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
"Certainly, from a product-platform perspective, the price is not too bad."
"The solution is expensive."
"$230 per user."
"The licensing expenses are excessively high."
"There is an annual subscription to use this solution."
"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."
"It is an expensive platform."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
8%
Financial Services Firm
12%
Manufacturing Company
10%
Government
8%
Computer Software Company
7%
Construction Company
11%
Retailer
11%
Performing Arts
10%
University
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise531
By reviewers
Company SizeCount
Small Business56
Midsize Enterprise35
Large Enterprise180
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

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...
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...
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.
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...
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 ...
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...
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...
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 ...
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...
 

Also Known As

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

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Overview

 

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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Find out what your peers are saying about ServiceNow vs. SolarWinds Web Help Desk and other solutions. Updated: April 2026.
896,692 professionals have used our research since 2012.