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

"One thing I appreciate about Automation Anywhere is that we do not need to run around with multiple platforms, because Automation Anywhere provides an end-to-end solution."

"It has helped us to save a lot of FTEs for our solutions that we have provided to our companies. Suppose a job which was done by a group of eight to nine people on a daily basis for 24 hours was taking a lot of time, so we created a bot with Automation Anywhere. It was done with a bot working 24/7. It reduced the numbers of guys required to do that process."

"My experience with the deployment has been very good."

"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."

"Object Cloning is the most valuable feature I have found for automating a website or a process that includes multiple mouse clicks."

"The UI is very user-friendly, even for someone who doesn't have much coding knowledge."

"It reduced cost and effort significantly; yearly, our organization saved $14,000, the company started to save more, and increased efficiency in the field of automation then started to pioneer."

"Automation Anywhere is stable."

More Automation Anywhere pros

"ServiceNow has impacted our organization very positively, and we are improving day by day."

"ServiceNow provides us with a platform that we can develop the tools that are necessary for just about any function on campus."

"ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs."

"I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there."

"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."

"It is very user friendly, and I've enjoyed using the dashboard and user interface."

"It's very easy to customize and build off of, it's a simple platform to get up to speed on, and every company I've worked for has enjoyed their idle focus because a lot of customers just enjoy the usability of it."

"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."

More ServiceNow pros

"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."

"It is easy to use."

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

"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 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."

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

More SolarWinds Web Help Desk pros

Cons

"When we are moving from one version to another version, it's very difficult because most of the features stop working."

"The Recorder action in the A2019 Community edition is not supported."

"IQ Bot should have an easier way to tag the document's source after extracting information from the document. (Which group does the document or a transaction belong to)."

"We did use quite a bit of Citrix automation. Of course, AI Sense helps you through that. There are two big challenges that I can think of with Citrix automation. Your making multiple hops into end-to-end systems. As you are rating the screen, which is a screen within a screen, which is what Citrix automation is, the complexity increases. That is where the two things will come in: the tool's functionality and the beauty of design. These two have to come in together to make it work. If you don't have one or the other, it's not going to work."

"There are occasional bugs in the system but technical support is quick to address them and deliver solutions, patches, and upgrades."

"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere."

More Automation Anywhere cons

"The biggest issue that I see is the way that they license some of their add-on products."

"I have found the solution very expensive."

"Many of the things that we felt needed a little bit more shoring up was their CMBD product and their discovery, they seem to have covered that in the Helsinki release."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."

"Their GUI could be updated."

"We've been through about four different vendors over the three and a half years. Some of that code has been problematic for us."

"There should be fewer clicks and faster integrations between solutions."

More ServiceNow cons

"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."

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

"The working part, the deployment part, and the configuration part was a little bit complex."

"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)."

"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."

"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."

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"We have saved a lot of money on taxes based on the stuff that we run."

"I believe it is $10,000 for Bot Creator."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

More Automation Anywhere pricing and cost advice

"The platform offers a free trial, by providing a free developer instance once you sign up."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."

"ServiceNow is an expensive solution."

"The licenses are expensive."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

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

More ServiceNow pricing and cost advice

"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

Outsourcing Company

14%

Financial Services Firm

12%

Manufacturing Company

10%

Comms Service Provider

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	158
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...

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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

Comparisons

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Compared 12% of the time

Blue Prism vs Automation Anywhere

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Microsoft Power Automate vs Automation Anywhere

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AutomationEdge vs Automation Anywhere

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Appian vs Automation Anywhere

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IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

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ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 12% of the time

Zendesk vs SolarWinds Web Help Desk

Compared 7% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 6% of the time

Freshservice vs SolarWinds Web Help Desk

Compared 6% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 5% of the time

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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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