Overview: ServiceNow and SolarWinds Service Desk as Help Desk Category solutions.

ServiceNow excels in workflow and helpdesk management, making it popular among small to large enterprises in IT and financial services. Its extensive integrations and comprehensive feature set support scalability and risk management. Conversely, SolarWinds Service Desk specializes in helpdesk and contract management for enterprises in education and software industries, offering robust support and intuitive features to enhance customer relationships and internal communications.

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: Best Use cases based on the customer satisfaction data

ServiceNow

4.1

AI Powered

SolarWinds Service Desk

4.5

AI Powered

Key Capabilities Supported

ServiceNow supports workflow and helpdesk management, which aligns well with industries demanding rigorous process and customer engagement. read more →

SolarWinds Service Desk emphasizes helpdesk and contract management, catering to users needing robust systems for customer feedback and communication. read more →

Business Goals

ServiceNow assists businesses in scaling best practices and acquiring customers, underlining its strategic advantage for growth-focused companies. read more →

SolarWinds Service Desk focuses on enhancing customer relationships and improving ROI, appealing to companies aiming for better visibility and risk management. read more →

Core Features

ServiceNow offers rich features like custom reports, integration capabilities, and analytics, which are crucial for users needing data-focused solutions. read more →

SolarWinds Service Desk provides ease of migration, extensive integrations, and security, catering to businesses that prioritize compliance and analytics. read more →

Vendor Support

ServiceNow delivers 24/7 support via phone and email, with additional training resources to accommodate diverse user needs. read more →

SolarWinds Service Desk offers round-the-clock support, focusing more on chat and phone channels, fitting enterprises needing immediate assistance. read more →

Segments and Industries

ServiceNow is preferred by small to large enterprises, particularly in IT and financial services, reflecting its versatility across dynamic sectors. read more →

SolarWinds Service Desk is favored by enterprises and education sectors, illustrating its appeal to software and tech-focused industries. read more →

Operational Alignment

ServiceNow aligns with complex organizational workflows, ideal for diverse environments requiring flexible and integrated solutions. read more →

SolarWinds Service Desk integrates smoothly into operational frameworks, suitable for businesses focused on streamlined inter-departmental communication. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

low

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medium

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Integration Risk

low

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medium

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for ServiceNow and SolarWinds Service Desk

How does ServiceNow and SolarWinds Service Desk facilitate 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.

"...Incident communication workflows are easily customized to ensure that agents are responding to incidents within management defined SLAs...." Peer review by Technician in Information Technology

"...It also creates a workflow to deactivate and reclaim licenses when a person leaves the company...." Peer review by Jon Gabriel Bolland II, System Administrator, LeChase Construction

How can ServiceNow and SolarWinds Service Desk enhance your Helpdesk Management process?

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 umbrella organization uses ServiceNow to manage incidents and requests, of which one of the centers it supports is our organization...." Peer review by Daniel S., Research

"...My clients frequently compliment me on how "pleasant of a Help Desk landing page we have"...." Peer review by Penny M, Customer Service Specialist, Retail

How can ServiceNow and SolarWinds Service Desk enhance your Knowledge Management process?

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.

"...Clear and easily optimized Knowledge base...." Peer review by Mitchell R., Education

"...However, we're also now growing into the Knowledge Base/Solutions features, looking at using the asset tracking and PO system...." Peer review by Max M., Marketing and Advertising