ServiceNow vs SolarWinds Web Help Desk comparison

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 #19 with an average rating of 8.0. ServiceNow holds a 11.2% mindshare in HDS, compared to SolarWinds’s 1.0% mindshare. Additionally, 92% of ServiceNow users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

ServiceNow

Read 228 ServiceNow reviews

30,705 Views
11,361 Comparison Views

92% willing to recommend

SolarWinds Web Help Desk

Read 8 SolarWinds Web Help Desk reviews

1,279 Views
1,138 Comparison Views

85% willing to recommend

ServiceNow

SolarWinds Web Help Desk

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: April 2026).

Buyer's Guide

ServiceNow vs. SolarWinds Web Help Desk

April 2026

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Helped 892,776 peers since 2012

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

ServiceNow

Ranking in Help Desk Software

1st

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

228

Ranking in other categories

IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

SolarWinds Web Help Desk

Ranking in Help Desk Software

19th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of ServiceNow is 11.2%, down from 22.3% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.0%, down from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ServiceNow	11.2%
SolarWinds Web Help Desk	1.0%
Other	87.8%

Help Desk Software

Featured Reviews

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.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"It's a very low-code platform, and it's simple. The user experience is also really good."

"Improved the globalization of processes and around the clock service delivery to our customers Automated repetitive tasks and shifted left simple tasks to the service desk"

"I have found that sorting and grouping functions are particularly useful."

"The return on investment is good when implementing for ourselves and for other clients."

"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."

"Creating a ticket is much simpler in this tool; that is one big advantage, and the simplicity and ease of use are much better."

"It has the ability to consolidate different areas of the service desk into one solution."

"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."

More ServiceNow pros

"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."

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

"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."

"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 most valuable feature of this solution is the assets management module."

"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."

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

More SolarWinds Web Help Desk pros

Cons

"The setup wasn't as straightforward or easy as it should have been."

"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it."

"We have customized so much, so I think that might have contributed to the learning curve for me, just figuring out where the organization had put things and what terminology they use and where to look for certain things."

"I find the way you need to attach things like screenshots and stuff is a bit gimmicky."

"The solution is lacking in the mobile application area that could be improved."

"It's like, "That's not an answer." It's like, "What should we do? We need guidance." Well, "No. you can do anything with it." Okay. That doesn't quite help me as a user, and future administrator, or as an executive."

"I would say there is a lot of room for improvement when it comes to technical support."

"It's a very complex tool with a lot of different pieces and it takes a lot of different people to support it because everyone has to be specialized in their own piece."

More ServiceNow cons

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

"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."

"The technical team is not competent, or available, and they do not know the product."

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

"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)."

"However, it's 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."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"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 solution is expensive."

"It is very expensive because it is a big organization. You have to pay for additional things."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"The licenses are expensive."

"$230 per user."

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

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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892,776 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Construction Company

11%

Retailer

11%

Performing Arts

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	171

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

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...

See all answers

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 ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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 use, and ease of access. These were the three functionalities we were looking for ...

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 dealing with Zoho. We are not dealing with solutions such as Zoho Mail or Zoho P...

See all answers

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

See all answers

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Freshservice vs ServiceNow

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Compared 14% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 11% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 10% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 7% of the time

BMC FootPrints Service Core vs SolarWinds Web Help Desk

Compared 7% of the time

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Product Reports

Buyer's Guide

ServiceNow

April 2026

Download ServiceNow product report

Buyer's Guide

SolarWinds Web Help Desk

April 2026

Download SolarWinds Web Help Desk product report

Overview

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

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

April 2026

Free Report: ServiceNow vs. SolarWinds Web Help Desk

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