ServiceNow and SolarWinds Service Desk, An In-Depth Comparison 2024

Comparison Summary

ServiceNow: ServiceNow, a cloud-based workflow automation platform, enhances operational efficiencies by automating routine tasks and delivering digital workflows. Its capabilities include AI, analytics, mobile app building, and secure cross-enterprise integrations.

SolarWinds Service Desk: Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

ServiceNow and SolarWinds Service Desk: Customer Satisfaction Data

Most deployed common Use Cases for ServiceNow and SolarWinds Service Desk

Why is ServiceNow and SolarWinds Service Desk the best choice for Workflow Management?

ServiceNow and Solarwinds Service Desk both use workflows to automate tasks and improve service delivery. ServiceNow is more comprehensive, allowing for greater customization, while Solarwinds Service Desk focuses on basic workflows with an emphasis on simplicity and ease of use. ServiceNow has a robust workflow manager, but it requires dedicated development expertise. Solarwinds Service Desk has limitations with workflow options within the Service Catalog.

"...Ability to track all of my training requests in one place, gives me visibility into where the request is in the workflow...." Peer review by Lindsay S., Information Technology and Services

"...Before Samanage our organization was using a tool that was more tailored to Developer work flow and bug fixes...." Peer review by Verified Reviewer, Retail

What solutions does ServiceNow and SolarWinds Service Desk provide for Helpdesk Management?

ServiceNow and Solarwinds Service Desk both manage help desk tickets and provide asset tracking capabilities. ServiceNow is more complex and powerful, but can have a confusing interface. Solarwinds Service Desk is simpler and intuitive, but is more limited in advanced features. The limitations of both tools are that they are designed for users who understand IT concepts.

"...The helpdesk manages to deal with 72% of the problems adequately itself, so only a small percentage of incidents are now escalated...." Peer review by Patrick Delhaye, Manager Service Desk ICT, Federal Public Service Health

"...It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier..." Peer review by Roberto S, IT Support

What solutions does ServiceNow and SolarWinds Service Desk provide for Knowledge Management?

Both ServiceNow and Solarwinds Service Desk offer Knowledge Management capabilities, allowing users to create and share information to resolve issues. ServiceNow provides a more comprehensive Knowledge Management solution with features like a searchable knowledge base, customizable forms and fields, and integration with other ITIL processes. Solarwinds Service Desk focuses on providing an easy-to-use knowledge base with features like quick searching and customization. However, both tools have limitations, with ServiceNow requiring some fundamental abilities to be added as customizations and Solarwinds Service Desk needing improvement in the knowledge base search function.

"...There is a knowledge base that helps when there is a new hire, all knowledge is just a click away...." Peer review by Rebekah B

"...The product is user friendly, customizable to your organization and has a great knowledge base feature...." Peer review by Lindsey Grossnickle, Education

ServiceNow in Action: Unique Use Cases

What Are the key features of ServiceNow for Engagement Management?

How can ServiceNow enhance your Communication Management process?

SolarWinds Service Desk in Action: Unique Use Cases

Why is SolarWinds Service Desk the best choice for Customer Feedback Management?

ServiceNow

4.1

AI Powered

SolarWinds Service Desk

4.5

AI Powered

About

ServiceNow - Digital Workflows for Enterprise - Make work ...

SolarWinds Service Desk: An IT service management (ITSM) solution that understands what it takes to successfully....

Financials

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Ease of migration

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Data

Data Import

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Data Export

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Support

24/7 Support

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Email Support

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Chat Support

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Phone Support

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Others

AI Powered

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Custom Reports

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Analytics

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ServiceNow and SolarWinds Service Desk, An In-Depth Comparison 2024

Comparison Summary

ServiceNow

Focus area

ServiceNow is better than SolarWinds Service Desk for

Software Failure Risk
Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

SolarWinds Service Desk

Focus area

SolarWinds Service Desk is better than ServiceNow for

Software Failure Risk
Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

ServiceNow and SolarWinds Service Desk: Customer Satisfaction Data

Most deployed common Use Cases for ServiceNow and SolarWinds Service Desk

Why is ServiceNow and SolarWinds Service Desk the best choice for Workflow Management?

What solutions does ServiceNow and SolarWinds Service Desk provide for Helpdesk Management?

What solutions does ServiceNow and SolarWinds Service Desk provide for Knowledge Management?

ServiceNow in Action: Unique Use Cases

What Are the key features of ServiceNow for Engagement Management?

How can ServiceNow enhance your Communication Management process?

SolarWinds Service Desk in Action: Unique Use Cases

Why is SolarWinds Service Desk the best choice for Customer Feedback Management?

Failure Risk Guidance Security Report?

Compliance Risk

Security & Privacy Risk

Integration Risk

Migration Risk

IT and Other Capabilities

Data

Support

Others

Business Setting

ServiceNow and SolarWinds Service Desk, An In-Depth Comparison 2024

Comparison Summary

ServiceNow

Focus area

ServiceNow is better than SolarWinds Service Desk for

Software Failure Risk Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

SolarWinds Service Desk

Focus area

SolarWinds Service Desk is better than ServiceNow for

Software Failure Risk Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

ServiceNow and SolarWinds Service Desk: Customer Satisfaction Data

Most deployed common Use Cases for ServiceNow and SolarWinds Service Desk

Why is ServiceNow and SolarWinds Service Desk the best choice for Workflow Management?

What solutions does ServiceNow and SolarWinds Service Desk provide for Helpdesk Management?

What solutions does ServiceNow and SolarWinds Service Desk provide for Knowledge Management?

ServiceNow in Action: Unique Use Cases

What Are the key features of ServiceNow for Engagement Management?

How can ServiceNow enhance your Communication Management process?

SolarWinds Service Desk in Action: Unique Use Cases

Why is SolarWinds Service Desk the best choice for Customer Feedback Management?

Failure Risk Guidance Security Report?

Compliance Risk

Security & Privacy Risk

Integration Risk

Migration Risk

IT and Other Capabilities

Data

Support

Others

Business Setting

Get a personalised risk report for ServiceNow

Get a personalised risk report for SolarWinds Service Desk

Software Failure Risk
Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

Software Failure Risk
Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.