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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
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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) (16th)
 

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
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

"Of the bots which work, they have automated three of the most time consuming tasks and completely freed up one person to do real work."
"It is very user-friendly. The AI capability that nowadays I am seeing in Automation Anywhere is very good. They have plug-and-play AI solutions."
"Automation Anywhere is one of the most popular RPA vendors offering powerful and user-friendly RPA capabilities to automate the business processes that are performed by humans. AA is a web-based management system that includes a control to run end-to-end automated business tasks for companies."
"Because while the platform is feature-rich and easy to use, it is the skill of the coder that determines how well the platform is leveraged."
"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."
"This solution has gives us greater employee satisfaction because manual recurring work has been reduced."
"The most valuable feature in this solution is the IQ Bot."
"I like Automation Anywhere's document automation. It can distill or scan documents and convert the information into a structured format."
"ServiceNow helped us, plus added value of workflow."
"The ability to implement end-to-end flows, including business ones, is the most important aspect of the solution."
"I really don’t think there is anything out there that even compares."
"ServiceNow is open and does not restrict you from doing a lot of things, giving you a lot of flexibility to integrate, build legacy applications, and providing a lot of functionalities."
"It has more extensive features as compared to the other competitors."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"We definitely see a return on investment, particularly regarding time saved, as automation has enabled us to move invoices to customers much faster than before, saving five to ten days of cycle time for each invoice."
"I would tell you that ServiceNow is a great product to use because just from what we have, what we use, it's highly customizable and there are a lot of features that we like."
"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."
"The solution is very stable."
 

Cons

"Security needs improvement."
"We have still not explored Automation Anywhere to its full potential, so I will restrict myself from commenting on improvement areas at this time."
"The REST API could be improved."
"There could be more training provided by Automation Anywhere."
"Version 11 is a bit heavy. At times, it takes a toll on the computing resources. It consumes a lot for computing power. We have seen multiple instances where computers or the client has crashed because of this particular problem. Automation Anywhere can improve this a lot."
"It is not able to use OCR effectively and has limited usability."
"Their Community Edition is awful. Every second day, it will fail. It will become corrupt."
"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."
"In some cases stability is an issue."
"ServiceNow might need to improve its capabilities to integrate with third-party tools."
"ServiceNow is not meeting our expectations. The contract module is quite rudimentary and doesn't support contract line items, which are subdivisions of contracts in VA."
"The price is a huge barrier in the Portugese market when it comes to implementing ServiceNow."
"I would like to see a mobile version of ServiceNow."
"UI simplification is necessary as the interface can feel complex for new users who are unable to understand how to use this tool."
"We did some custom branding and it was a nightmare."
"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."
"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."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
 

Pricing and Cost Advice

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"We have a few licenses. They cost roughly $10,000 each."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"They're very flexible around pricing and licensing."
"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."
"The platform offers a free trial, by providing a free developer instance once you sign up."
"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."
"It is very expensive because it is a big organization. You have to pay for additional things."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"The CapEx version is great."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"I know that it's not too bad because people continue to use it and they are happy to renew up their contract."
Information not available
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
12%
Manufacturing Company
10%
Government
7%
Computer Software Company
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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: June 2026.
900,747 professionals have used our research since 2012.