# ServiceNow IT Service Management vs SolarWinds IT Incident Response (Squadcast) Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in centralizing support requests, allowing teams to resolve issues more efficiently. Users appreciate how it streamlines incident, problem, change, and request management into a single control plane, making it easier to manage everything in one place.
- **Users say** that SolarWinds IT Incident Response (Squadcast) offers a very clean UI and menu, which provides a quick view of current statuses and active incidents. This user-friendly design is highlighted as a significant advantage for teams needing to monitor incidents effectively.
- **Reviewers mention** that ServiceNow's implementation process is generally smooth, but some users have noted that it can be complex to configure for specific workflows. This complexity can be a hurdle for teams looking for a straightforward setup experience.
- **According to verified reviews** , SolarWinds IT Incident Response shines in its on-call scheduling and alert routing intelligence, which helps teams manage incident response workflows effectively. Users appreciate the integrations with monitoring tools that enhance its functionality.
- **G2 reviewers highlight** that while ServiceNow has a slightly lower ease of setup score, it compensates with robust features that support larger enterprises. Users value the consistency in ticket management, ensuring that issues are directed to the right place, even if not resolved instantly.
- **Users report** that SolarWinds IT Incident Response is easy to implement and use, making it a good choice for mid-market companies. However, its overall satisfaction ratings are lower compared to ServiceNow, which indicates that while it has strong features, it may not meet the same level of user expectations as ServiceNow.



| | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 1,946 | 310 | 
| **Largest Market Segment** | Enterprise (73.1% of reviews) | Mid-Market (49.8% of reviews) | 
| **Entry Level Price** | No pricing available | $9.00 Per Month | 

---
## Top Pros & Cons

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

### SolarWinds IT Incident Response (Squadcast)

Pros:
- Alert Management (50 reviews)
- Ease of Use (47 reviews)

Cons:
- Notification Issues (28 reviews)
- Alert Overload (20 reviews)

---
## Ratings Comparison
| Rating | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
  | **Meets Requirements** | 8.9 (929 reviews) | 8.7 (264 reviews) | 
  | **Ease of Use** | 8.5 (1409 reviews) | 8.6 (268 reviews) | 
  | **Ease of Setup** | 8.2 (779 reviews) | 8.9 (136 reviews) | 
  | **Ease of Admin** | 8.6 (340 reviews) | 8.9 (132 reviews) | 
  | **Quality of Support** | 8.5 (1025 reviews) | 8.8 (237 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (335 reviews) | 9.1 (125 reviews) | 
  | **Product Direction (% positive)** | 8.9 (930 reviews) | 9.0 (251 reviews) | 

---
## Pricing

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SolarWinds IT Incident Response (Squadcast)

#### Entry-Level Pricing

Plan: Pro 

Price: $9.00 Per Month

Description: Modern On-Call and Incident Response Management

Key Features:
- Role Based Access Control
- Custom Integrations via API
- Knowledge Base

[Browse all 3 editions](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **SolarWinds IT Incident Response (Squadcast)** | N/A | N/A |

#### Additional Functionality

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.6/10 | 711 |
| **SolarWinds IT Incident Response (Squadcast)** | 9.0/10 | 61 |

#### Administration

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Change Management** | 9.2 (338 reviews) ✓ Verified | Feature Not Available | 
| **Asset Management** | 8.8 (262 reviews) ✓ Verified | Feature Not Available | 
| **Reports & Analytics** | 8.8 (330 reviews) ✓ Verified | 8.9 (48 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Help Desk** | 9.4 (412 reviews) ✓ Verified | Feature Not Available | 
| **Incident Reports** | 9.3 (328 reviews) ✓ Verified | 9.5 (55 reviews) ✓ Verified | 
| **Process Workflow** | 9.1 (383 reviews) ✓ Verified | 9.1 (49 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Reporting** | 8.9 (329 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | 
| **Administration Console** | 8.6 (249 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | 
| **Access Management** | 8.8 (244 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | 
| **Asset Management** | 8.9 (243 reviews) ✓ Verified | 8.9 (32 reviews) ✓ Verified | 
| **Policy Dictation** | 8.4 (223 reviews) | 8.8 (34 reviews) | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Ticketing System** | 9.5 (429 reviews) ✓ Verified | Feature Not Available | 
| **Performance Logging** | 8.7 (229 reviews) | Feature Not Available | 
| **Alerting** | 8.7 (235 reviews) ✓ Verified | 9.4 (42 reviews) ✓ Verified | 
| **Automation** | 9.1 (357 reviews) ✓ Verified | 9.1 (34 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Autonomous Task Execution** | 7.6 (56 reviews) | Feature Not Available | 
| **Multi-step Planning** | 7.6 (48 reviews) | Feature Not Available | 
| **Cross-system Integration** | 8.7 (144 reviews) | Feature Not Available | 
| **Adaptive Learning** | 7.5 (47 reviews) | Feature Not Available | 
| **Natural Language Interaction** | 7.5 (52 reviews) | Feature Not Available | 
| **Proactive Assistance** | 7.3 (51 reviews) | Feature Not Available | 
| **Decision Making** | 7.7 (53 reviews) | Feature Not Available | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.3/10 | 315 |
| **SolarWinds IT Incident Response (Squadcast)** | 8.6/10 | 189 |

#### Monitoring

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | 8.8 (177 reviews) ✓ Verified | 
| **Timely Alerts** | 9.1 (243 reviews) ✓ Verified | 9.1 (187 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (248 reviews) ✓ Verified | 8.5 (175 reviews) ✓ Verified | 
| **AI Monitoring** | 7.7 (33 reviews) | Feature Not Available | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Ticket Assignment** | 9.2 (253 reviews) ✓ Verified | 8.5 (176 reviews) ✓ Verified | 
| **Standardization** | 9.1 (254 reviews) | 8.5 (174 reviews) ✓ Verified | 
| **Lifecycle Visualization** | 8.7 (237 reviews) ✓ Verified | 8.3 (163 reviews) ✓ Verified | 

#### Generative AI

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **AI Text Generation** | 8.3 (108 reviews) | Feature Not Available | 
| **AI Text Summarization** | 8.3 (124 reviews) | Feature Not Available | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Autonomous Task Execution** | 7.3 (27 reviews) | Feature Not Available | 
| **Multi-step Planning** | 7.4 (28 reviews) | Feature Not Available | 
| **Cross-system Integration** | 8.0 (35 reviews) | Feature Not Available | 
| **Adaptive Learning** | 7.6 (28 reviews) | Feature Not Available | 
| **Natural Language Interaction** | 7.8 (27 reviews) | Feature Not Available | 
| **Proactive Assistance** | 7.8 (29 reviews) | Feature Not Available | 
| **Decision Making** | 7.9 (30 reviews) | Feature Not Available | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **SolarWinds IT Incident Response (Squadcast)** | N/A | N/A |

#### Generative AI

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 

#### Agentic AI - IT Alerting

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### AI SRE Tools

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | N/A | N/A |
| **SolarWinds IT Incident Response (Squadcast)** | N/A | N/A |

#### Reliability Objectives & Service Operations - AI SRE Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Intelligent On-Call Workflows** | Not enough data | Not enough data | 
| **Error Budget Tracking** | Not enough data | Not enough data | 
| **SLI & SLO Management** | Not enough data | Not enough data | 
| **Service Health Modeling & Reporting** | Not enough data | Not enough data | 

#### AI Detection & Signal Quality - AI SRE Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Cross-Telemetry Correlation** | Not enough data | Not enough data | 
| **Change-Aware Detection** | Not enough data | Not enough data | 
| **Adaptive Anomaly Detection** | Not enough data | Not enough data | 
| **Alert Correlation & Noise Reduction** | Not enough data | Not enough data | 

#### Investigation & Root Cause Analysis - AI SRE Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Guided Incident Investigation** | Not enough data | Not enough data | 
| **Live Debugging in Production** | Not enough data | Not enough data | 
| **AI Root Cause Analysis** | Not enough data | Not enough data | 
| **Runtime-Verified Root Cause Analysis** | Not enough data | Not enough data | 

#### Automation & Platform Controls - AI SRE Tools

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Automated Runbook & Workflow Execution** | Not enough data | Not enough data | 
| **Human-in-the-Loop Remediation** | Not enough data | Not enough data | 
| **Integration, APIs & Secure Access Controls** | Not enough data | Not enough data | 
| **AI-Assisted Code Fix Generation** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ServiceNow IT Service Management** | 8.5/10 | 409 |
| **SolarWinds IT Incident Response (Squadcast)** | N/A | N/A |

#### Incident Management

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Automate Ticket Routing** | 9.0 (333 reviews) | Not enough data | 
| **Ticket Prioritization** | 9.0 (327 reviews) | Not enough data | 
| **Ticket Notifications** | 9.1 (334 reviews) | Not enough data | 
| **Knowledge Base** | 8.8 (321 reviews) | Not enough data | 
| **Knowledge Base/Ticket Integration** | 8.8 (306 reviews) | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Dashboards** | 8.8 (330 reviews) | Not enough data | 
| **Time Tracking** | 8.8 (290 reviews) | Not enough data | 
| **Surveys** | 8.5 (179 reviews) | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Mobile** | 8.0 (240 reviews) | Not enough data | 
| **Self Service** | 8.8 (304 reviews) | Not enough data | 
| **Active Directory** | 8.5 (263 reviews) | Not enough data | 
| **Multi-Channel Access** | 8.8 (167 reviews) | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Autonomous Task Execution** | 8.2 (24 reviews) | Not enough data | 
| **Multi-step Planning** | 8.2 (22 reviews) | Not enough data | 
| **Cross-system Integration** | 8.7 (34 reviews) | Not enough data | 
| **Adaptive Learning** | 8.0 (20 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (19 reviews) | Not enough data | 
| **Proactive Assistance** | 7.8 (20 reviews) | Not enough data | 
| **Decision Making** | 7.9 (20 reviews) | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to ServiceNow IT Service Management (2):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to SolarWinds IT Incident Response (Squadcast) (2):** [IT Alerting Software](https://www.g2.com/categories/it-alerting), [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | 
|---|---|---|
| **Small-Business** | 5.9% | 40.7% | 
| **Mid-Market** | 21.1% | 49.8% | 
| **Enterprise** | 73.1% | 9.4% | 

### By Industry

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.6%
- **Financial Services:** 5.8%
- **Computer & Network Security:** 3.4%
- **Insurance:** 3.4%
- **Higher Education:** 3.3%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

#### SolarWinds IT Incident Response (Squadcast)

- **Information Technology and Services:** 28.0%
- **Computer Software:** 20.8%
- **Financial Services:** 8.8%
- **Logistics and Supply Chain:** 5.9%
- **Computer & Network Security:** 5.2%
- **Telecommunications:** 2.3%
- **Information Services:** 2.0%
- **E-Learning:** 2.0%
- **Marketing and Advertising:** 2.0%
- **Insurance:** 2.0%
- **Other:** 21.2%

---
## Alternatives

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5018 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (291 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (632 reviews)

### Alternatives to SolarWinds IT Incident Response (Squadcast)

- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)
- [Opsgenie](https://www.g2.com/products/opsgenie/reviews) — 4.2/5 stars (54 reviews)
- [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (786 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (338 reviews)
- [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) — 4.5/5 stars (193 reviews)
- [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1366 reviews)
- [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (726 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5018 reviews)

---
## Top Discussions

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

### SolarWinds IT Incident Response (Squadcast)

- Title: [What is SquadCast?](https://www.g2.com/discussions/squadcast-what-is-squadcast) — 2 comments
  > **Top comment:** "On-call, Incident alerting and Response system."
- Title: [Would Squadcast integrate well with existing tools like Slack, Jira, and AWS CloudWatch?](https://www.g2.com/discussions/would-squadcast-integrate-well-with-existing-tools-like-slack-jira-and-aws-cloudwatch) — 1 comment, 1 upvote
  > **Top comment:** "<p>Welcome any feedback, positive or negative!</p>"
- Title: [How much does SquadCast cost?](https://www.g2.com/discussions/how-much-does-squadcast-cost) — 1 comment *(includes official response)*
  > **Top comment:** "Squadcast is competitively priced as compared to competitors. Our platform is an "Integrated Reliability Management Platform" with capabilities including..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/servicenow-it-service-management-vs-solarwinds-it-incident-response-squadcast)