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ServiceNow vs SolarWinds Service Desk comparison

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Comparison Buyer's Guide

Executive Summary

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
231
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
SolarWinds Service Desk
Average Rating
9.0
Reviews Sentiment
6.5
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (14th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Hemanthreddy Vakiti - PeerSpot reviewer
Junior 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.
Vaibhav Patkar - PeerSpot reviewer
CISO at Orient Technologies Pvt. Ltd.
Improved service requests and network monitoring have increased efficiency but integration needs work
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

Quotes from Members

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

Pros

"Automation Anywhere has helped us save on both time and cost."
"The solution has removed humans making errors while increasing our time savings, and we now have a lot more efficiencies in our process."
"Automation Anywhere has brought fantastic changes in the process workflows, by automating the maximum number of processes with end-to-end solutions, some of them with 80% of the complete process."
"Overall, the product is very good where the repetitive tasks are more in manufacturing industries and the finance department."
"During the digital transformation of a company, the number of internal portals and applications increases leading to an increased number of data silos."
"Even a non-IT or business user can just look at the bot language and understand what the bot is doing, and that's the easy part."
"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."
"For the cash and bank reconciliation, we brought down amount of days it takes to do the reconciling and announcing the results; previously, it took 10 to 15 days, now it takes two days."
"We're getting a good cost-efficiency."
"There are many expansions available."
"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."
"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."
"Simplicity of Change Manager."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status, which makes ServiceNow the best tool I have ever used."
"The solution is very stable."
"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."
"SolarWinds Service Desk is a recognized product across the world and a dependable product."
 

Cons

"When we are moving from one version to another version, it's very difficult because most of the features stop working. They should first test everything and then release the new version. For example, there's a system variable known as the Excel Cell Row.... When going from version 11.1 to 11.3, this variable was suddenly not supported, and most of our bots were dependent on that. Everything went down..."
"It is not able to use OCR effectively and has limited usability."
"Logging into Automation Anywhere takes some time. I use it frequently, and each login currently takes some time. A reduction in this time would be helpful."
"The only thing I would advocate for is making Automation Anywhere's developer environment Mac-enabled because many of our graduate students are coming out of school with Macs. Everything else in the Automation Anywhere world is built for Windows."
"Their support also needs improvement."
"Better use case management to prevent each development from scratch would be an improvement."
"Automation Anywhere should improve its OCR capabilities."
"Unfortunately, this process was not used for a long time due to latency issues and a functionality gap."
"I would like to see a mobile version of ServiceNow."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"Like all other IaaS, PaaS, and SaaS subscription cloud providers, ServiceNow is constantly improving by building new capabilities to expand the breadth and depth of its offerings while increasing its activities with partners to build more capabilities."
"The setup wasn't as straightforward or easy as it should have been."
"UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool."
"I'm not sure if they have the software-as-a-catalogue yet, as far as bringing in the software titles with all of the rules of engagement for the software licensing."
"Local solutions have lower costs."
"Service mapping could be less complicated."
"The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
 

Pricing and Cost Advice

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"The cost for scalability is much cheaper than developing a new system."
"Cost-wise, it is fine. A lot of medium businesses prefer Automation Anywhere. The development cost is also lower."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"This is a pretty expensive product, so the licensing could be better."
"$230 per user."
"There is an annual subscription to use this solution."
"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
"The product cost is higher than that of other vendors."
"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
"The licensing expenses are excessively high."
"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
Financial Services Firm
10%
Manufacturing Company
9%
Outsourcing Company
9%
Government
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
No data available
 

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...
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...
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.
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...
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 ...
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...
What needs improvement with SolarWinds Service Desk?
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, ...
What is your primary use case for SolarWinds Service Desk?
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from...
What advice do you have for others considering SolarWinds Service Desk?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, whi...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

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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Find out what your peers are saying about ServiceNow vs. SolarWinds Service Desk and other solutions. Updated: September 2026.
913,924 professionals have used our research since 2012.