# ServiceNow IT Service Management vs SolarWinds Web Help Desk Comparison --- ## AI Generated Summary - **G2 reviewers report** that ServiceNow IT Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to SolarWinds Web Help Desk. Users appreciate its seamless ticket routing automation and deep integration with the CMDB, which centralizes incident management effectively. - **Users say** that SolarWinds Web Help Desk offers a straightforward and easy-to-use interface, making it a solid choice for day-to-day support operations. Reviewers highlight its automation rules and ticket workflows that save manual effort, which can be particularly beneficial for smaller teams. - **According to verified reviews** , ServiceNow's customization capabilities and easy reporting features are frequently praised. Users mention the ability to design personalized dashboards based on SLA and OLA standards, which enhances operational visibility and efficiency. - **Reviewers mention** that while SolarWinds Web Help Desk covers essential ITSM features and is easy to set up, it may struggle to meet the specific workflow needs of larger organizations. This can lead to configuration challenges that some users find frustrating. - **G2 reviewers highlight** that ServiceNow IT Service Management is particularly strong in areas like change management and ticket accuracy, with users noting its effectiveness in managing complex user requests and ensuring timely alerts. - **Users report** that both products offer solid support and administration features, but ServiceNow's higher ratings in quality of support and product direction suggest a more robust long-term partnership for enterprises looking for a scalable solution. | | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Star Rating** | 4.5 out of 5 | 3.9 out of 5 | | **Total Reviews** | 1,904 | 60 | | **Largest Market Segment** | Enterprise (73.1% of reviews) | Mid-Market (61.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## 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 Web Help Desk Pros: - Ease of Use (1 reviews) Cons: - Feature Issues (1 reviews) - Missing Features (1 reviews) --- ## Ratings Comparison | Rating | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Meets Requirements** | 8.9 (918 reviews) | 8.4 (54 reviews) | | **Ease of Use** | 8.5 (1383 reviews) | 7.9 (54 reviews) | | **Ease of Setup** | 8.2 (767 reviews) | 8.2 (34 reviews) | | **Ease of Admin** | 8.6 (337 reviews) | 8.6 (35 reviews) | | **Quality of Support** | 8.6 (1002 reviews) | 8.0 (44 reviews) | | **Has the product been a good partner in doing business?** | 8.8 (332 reviews) | 8.1 (31 reviews) | | **Product Direction (% positive)** | 8.9 (918 reviews) | 6.1 (51 reviews) | --- ## Pricing ### ServiceNow IT Service Management #### Entry-Level Pricing No pricing available #### Free Trial No information available ### SolarWinds Web Help Desk #### Entry-Level Pricing No pricing available #### Free Trial Yes --- ## Features Comparison By Category ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.5/10 | 676 | | **SolarWinds Web Help Desk** | 8.9/10 | 10 | #### Administration | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Change Management** | 9.2 (333 reviews) ✓ Verified | 8.3 (8 reviews) ✓ Verified | | **Asset Management** | 8.8 (258 reviews) ✓ Verified | 9.0 (8 reviews) ✓ Verified | | **Reports & Analytics** | 8.8 (324 reviews) ✓ Verified | 8.3 (10 reviews) ✓ Verified | #### Service Desk | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Help Desk** | 9.4 (402 reviews) ✓ Verified | 9.3 (10 reviews) ✓ Verified | | **Incident Reports** | 9.3 (325 reviews) ✓ Verified | 9.3 (9 reviews) ✓ Verified | | **Process Workflow** | 9.1 (373 reviews) ✓ Verified | 9.0 (10 reviews) ✓ Verified | #### Management | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Reporting** | 8.9 (324 reviews) ✓ Verified | 9.0 (7 reviews) ✓ Verified | | **Administration Console** | 8.7 (244 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Access Management** | 8.8 (242 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Asset Management** | 8.9 (241 reviews) ✓ Verified | 8.0 (5 reviews) ✓ Verified | | **Policy Dictation** | 8.4 (221 reviews) | Not enough data | #### Functionality | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Ticketing System** | 9.5 (415 reviews) ✓ Verified | 9.5 (7 reviews) ✓ Verified | | **Performance Logging** | 8.7 (229 reviews) | 8.6 (6 reviews) | | **Alerting** | 8.7 (233 reviews) ✓ Verified | 8.9 (6 reviews) ✓ Verified | | **Automation** | 9.0 (347 reviews) ✓ Verified | 9.3 (5 reviews) ✓ Verified | #### Agentic AI - IT Service Management (ITSM) Tools | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | 7.5 (55 reviews) | Not enough data | | **Multi-step Planning** | 7.5 (47 reviews) | Not enough data | | **Cross-system Integration** | 8.7 (140 reviews) | Not enough data | | **Adaptive Learning** | 7.5 (47 reviews) | Not enough data | | **Natural Language Interaction** | 7.4 (50 reviews) | Not enough data | | **Proactive Assistance** | 7.2 (50 reviews) | Not enough data | | **Decision Making** | 7.6 (51 reviews) | Not enough data | ### Incident Management | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.2/10 | 311 | | **SolarWinds Web Help Desk** | 8.8/10 | 10 | #### Monitoring | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Constant Monitoring** | 8.9 (225 reviews) ✓ Verified | Feature Not Available | | **Timely Alerts** | 9.1 (240 reviews) ✓ Verified | 8.7 (9 reviews) ✓ Verified | | **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | | **AI Monitoring** | 7.6 (32 reviews) | Not enough data | #### Management Tools | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Ticket Assignment** | 9.2 (252 reviews) ✓ Verified | 8.8 (10 reviews) ✓ Verified | | **Standardization** | 9.1 (253 reviews) | Feature Not Available | | **Lifecycle Visualization** | 8.7 (236 reviews) ✓ Verified | 8.7 (10 reviews) ✓ Verified | #### Generative AI | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **AI Text Generation** | 8.3 (107 reviews) | Not enough data | | **AI Text Summarization** | 8.3 (123 reviews) | Not enough data | #### Agentic AI - Incident Management | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | 7.3 (27 reviews) | Not enough data | | **Multi-step Planning** | 7.4 (28 reviews) | Not enough data | | **Cross-system Integration** | 7.9 (34 reviews) | Not enough data | | **Adaptive Learning** | 7.5 (27 reviews) | Not enough data | | **Natural Language Interaction** | 7.8 (27 reviews) | Not enough data | | **Proactive Assistance** | 7.8 (29 reviews) | Not enough data | | **Decision Making** | 7.8 (29 reviews) | Not enough data | ### Service Desk | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.5/10 | 403 | | **SolarWinds Web Help Desk** | 7.5/10 | 37 | #### Incident Management | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Automate Ticket Routing** | 9.0 (330 reviews) | 8.7 (31 reviews) | | **Ticket Prioritization** | 9.0 (325 reviews) | 8.7 (33 reviews) | | **Ticket Notifications** | 9.1 (331 reviews) | 9.1 (34 reviews) | | **Knowledge Base** | 8.8 (319 reviews) | 7.0 (29 reviews) | | **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | 7.1 (30 reviews) | #### Reporting | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Dashboards** | 8.8 (327 reviews) | 7.3 (31 reviews) | | **Time Tracking** | 8.7 (289 reviews) | 7.4 (28 reviews) | | **Surveys** | 8.5 (178 reviews) | 6.9 (24 reviews) | #### Access & Usability | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Mobile** | 8.0 (240 reviews) | 5.0 (25 reviews) | | **Self Service** | 8.8 (304 reviews) | 7.6 (33 reviews) | | **Active Directory** | 8.5 (263 reviews) | 8.6 (33 reviews) | | **Multi-Channel Access** | 8.8 (167 reviews) | 7.1 (25 reviews) | #### Agentic AI - Service Desk | Feature | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Autonomous Task Execution** | 8.1 (23 reviews) | Not enough data | | **Multi-step Planning** | 8.1 (21 reviews) | Not enough data | | **Cross-system Integration** | 8.7 (34 reviews) | Not enough data | | **Adaptive Learning** | 7.9 (19 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 | --- ## Categories **Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk) **Unique to ServiceNow IT Service Management (1):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management) --- ## Reviewer Demographics ### By Company Size | Segment | ServiceNow IT Service Management | SolarWinds Web Help Desk | |---|---|---| | **Small-Business** | 5.8% | 16.9% | | **Mid-Market** | 21.1% | 61.0% | | **Enterprise** | 73.1% | 22.0% | ### By Industry #### ServiceNow IT Service Management - **Information Technology and Services:** 24.3% - **Hospital & Health Care:** 7.4% - **Computer Software:** 6.7% - **Financial Services:** 5.8% - **Insurance:** 3.5% - **Computer & Network Security:** 3.5% - **Higher Education:** 3.1% - **Banking:** 2.9% - **Manufacturing:** 2.4% - **Retail:** 2.4% - **Other:** 38.1% #### SolarWinds Web Help Desk - **Information Technology and Services:** 25.4% - **Education Management:** 18.6% - **Higher Education:** 6.8% - **Hospital & Health Care:** 6.8% - **Banking:** 3.4% - **Biotechnology:** 3.4% - **Consumer Electronics:** 3.4% - **Food Production:** 3.4% - **Government Administration:** 3.4% - **Primary/Secondary Education:** 3.4% - **Other:** 22.0% --- ## Alternatives ### Alternatives to ServiceNow IT Service Management - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1341 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 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 (249 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4718 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (282 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 (615 reviews) ### Alternatives to SolarWinds Web Help Desk - [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1341 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4718 reviews) - [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (282 reviews) - [LogMeIn Resolve](https://www.g2.com/products/logmein-resolve/reviews) — 4.3/5 stars (469 reviews) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (968 reviews) - [xMatters](https://www.g2.com/products/xmatters/reviews) — 4.5/5 stars (789 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 Web Help Desk - Title: [Are they ever going to fix the issue with opening new tabs and it updating a different ticket?](https://www.g2.com/discussions/are-they-ever-going-to-fix-the-issue-with-opening-new-tabs-and-it-updating-a-different-ticket) — 1 comment, 1 upvote > **Top comment:** "I don't think that will happen in near future. We have the same issue and got in touch with SolarWinds developers multiple times. They are hardly any good..." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/servicenow-it-service-management-vs-solarwinds-web-help-desk)