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ServiceNow vs SolarWinds Web Help Desk comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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
6.8
Number of Reviews
668
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 (4th), No-Code Development Platforms (1st)
SolarWinds Web Help Desk
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
8
Ranking in other categories
Help Desk Software (29th)
 

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.
GANESAN K - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"It reduced cost and effort significantly; yearly, our organization saved $14,000, the company started to save more, and increased efficiency in the field of automation then started to pioneer."
"Automation Anywhere has improved our company a lot, because we are currently trying to leverage automation in different departments to allow employees to work where more human intervention is needed."
"Automation is very important if you want to grow your business to the next level because of the transparency, speed, and scalability for any organization."
"In most of the use cases, both time and cost are being saved, which is the reason they are using these automations."
"We have benefitted a lot now, but expect that we will benefit even more in the future as we get better at using intelligence."
"Automation Anywhere's most valuable features include generative AI, similar to Copilot, which will significantly benefit developers; low-code or no-code technology; and document automation capable of extracting data from structured and unstructured PDF formats, presenting it clearly and easy to follow."
"I have been using Automation Anywhere for the past five years and it is one of the best tools to automate manual tasks."
"The most valuable feature of this solution is the MetaBot, which gives you the power to add many DLLs and customize them for the automation."
"With it, I can do everything, so I think only our imagination can be the limit of ServiceNow."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"Good stable and scalable solution."
"The workflow makes things extremely efficient and it improves effectiveness."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"ServiceNow is easy to use and has a user-friendly interface."
"Its integrated process data-model is a feature that's valuable for us."
"The most valuable feature by far of ServiceNow is the rapid development, how quickly you can actually go out and change things, adapt things, ready to fulfill the business needs."
"SolarWinds is scalable as far as adding devices and servers."
"The solution scales well; currently is working for 60 help desk technicians (IT and non-IT) for over 2,000 users."
"The biggest advantage for SolarWinds Web Help Desk is the user interface; we were able to configure a different UI for administrators, employees, and HODs based on their hierarchy level."
"It is easy to use."
"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."
"A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine."
"SolarWinds is a very good application that provides you with a detailed monitoring capability of your network and assets."
"Once installed, it runs like a charm and doesn't ever crash."
 

Cons

"My experience has been that if the person who codes the bot is not very well-trained, then they might create unstable bots. So, it's not the platform. It is just how somebody has coded the bots which can bring lot of instability to them. I recommend that when you are using a coder that the person well-trained and have a good amount of experience already working on bots. They shouldn't be newbie or beginner who comes in to code because that will impact the quality of the code itself."
"Also, we're seemingly plagued with certain technological issues or bugs."
"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly."
"We are still hoping to see improvements in its ability to have the client answer automatically and reconnect when Windows updates are applied."
"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."
"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."
"They should do more on the cognitive side. If they can keep adding more features, that would be their greatest advantage."
"Getting the bot design into the developer's hands is taking longer than we initially anticipated."
"Sometimes there is not enough information about releases. For example, right now we have an issue understanding what the roadmap is for the Scaled Agile Framework."
"When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"CA didn't really know what was going on and a lot of the stuff they promised was really not working properly."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"I have a problem with the way the solution's price is calculated."
"One area of improvement is the user interface."
"Very expensive."
"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."
"The program seems buggy to me. Not infrequently, when I click to add a Note, the Notes section disappears instead of opening a box to add a Note."
"This solution needs to have mobile application support added."
"The technical team is not competent, or available, and they do not know the product."
"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."
"This is a good solution, but the GUI is really old-fashion and needs to be updated."
"However, it's a little outdated compared to newer products that include protection and detection."
"Dashboards need some amount of work to be done. Ease of customization is desired."
 

Pricing and Cost Advice

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."
"Our annual licensing costs are around $100,000 a year."
"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."
"The price is very reasonable."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"The cost of Automation Anywhere is high in Turkey due to the weak economy."
"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
"The solution is expensive."
"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."
"There are licensing fees."
"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 setup cost is high compared to others, especially when the scope is not fixed."
"It has a higher cost compared to local/regional solutions."
"There is an annual subscription to use this solution."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Manufacturing Company
10%
Financial Services Firm
9%
Outsourcing Company
9%
Construction Company
6%
Manufacturing Company
17%
Outsourcing Company
13%
Financial Services Firm
9%
Construction Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business57
Midsize Enterprise35
Large Enterprise179
By reviewers
Company SizeCount
Small Business5
Midsize Enterprise1
Large Enterprise3
 

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 the cost of implementation and maintenance of ServiceNow?
Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...
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 us...
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 ...
What advice do you have for others considering SolarWinds Web Help Desk?
We actually do the reselling. We created a self-service portal for the customers, and this particular function does i...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
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Interactive Demo

Demo not available
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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 Web Help Desk and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.