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 892,678 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

"You can scale the solution."

"As a technical specialist, I can see that the product is really good and has lots of enhancements with each version."

"The ability to implement end-to-end flows, including business ones, is the most important aspect of the solution."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

"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."

"The solution has very good automation tools."

"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

"If you stick to the out-of-the-box solution, it's an easy setup."

More ServiceNow pros

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

"It is easy to use."

"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."

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

"It has a pretty good search function, and if you do the advanced search, you can basically search for anything in any field."

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

More SolarWinds Web Help Desk pros

Cons

"I find some features are difficult to use."

"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."

"You can make the tool do anything, which may not always be a good thing."

"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"

"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."

"ServiceNow can be improved primarily in terms of licensing."

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

"This solution needs to be improved for global use."

More ServiceNow cons

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

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

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

"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."

"A little outdated compared to newer products that include protection and detection."

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

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

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

More SolarWinds Web Help Desk cons

Pricing and Cost Advice

"The price is okay for us. It's reasonable."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

"Certainly, from a product-platform perspective, the price is not too bad."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

"The product cost is higher than that of other vendors."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"The licensing expenses are excessively high."

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

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."

See which vendors are best for you

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Top Industries

By visitors reading reviews

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Retailer

11%

Construction Company

11%

Performing Arts

10%

University

10%

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

Comparisons

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Compared 5% of the time

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Compared 5% 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 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

More SolarWinds Web Help Desk Competitors

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

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

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