# ServiceNow IT Service Management vs SolarWinds IT Incident Response (Squadcast) Comparison --- ## AI Generated Summary - **G2 reviewers report** that ServiceNow IT Service Management excels in providing a comprehensive platform for IT operations, with features like seamless ticket routing automation and deep integration with the CMDB, which centralizes all active incidents into a single interface. This capability significantly enhances the management of complex user requests. - **Users say** that SolarWinds IT Incident Response (Squadcast) offers a user-friendly experience with its clean UI and intuitive dashboard, allowing for quick visibility of current statuses and active incidents. This ease of use is a notable advantage for teams looking for straightforward incident management. - **Reviewers mention** that ServiceNow's customization options and easy reporting tools are highly valued, enabling organizations to tailor the platform to their specific needs and design dashboards based on SLA and OLA standards, which can improve operational efficiency. - **According to verified reviews** , SolarWinds IT Incident Response shines in its on-call scheduling and alert routing intelligence, making it a strong choice for teams that require effective incident response workflows and integrations with various monitoring tools. - **Users highlight** that while ServiceNow IT Service Management has a slightly lower score in ease of setup compared to SolarWinds, it compensates with robust support and a higher overall satisfaction rating, indicating that users find long-term value in its comprehensive features. - **G2 reviewers note** that SolarWinds IT Incident Response, despite its lower overall ratings, is praised for its quick implementation and multiple features, making it a viable option for mid-market companies seeking an accessible incident management solution. | | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Star Rating** | 4.5 out of 5 | 4.4 out of 5 | | **Total Reviews** | 1,901 | 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 (919 reviews) | 8.7 (264 reviews) | | **Ease of Use** | 8.5 (1383 reviews) | 8.6 (268 reviews) | | **Ease of Setup** | 8.2 (767 reviews) | 8.9 (136 reviews) | | **Ease of Admin** | 8.6 (336 reviews) | 8.9 (132 reviews) | | **Quality of Support** | 8.6 (1002 reviews) | 8.8 (237 reviews) | | **Has the product been a good partner in doing business?** | 8.9 (331 reviews) | 9.1 (125 reviews) | | **Product Direction (% positive)** | 8.9 (918 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 ### IT Service Management (ITSM) Tools | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.5/10 | 678 | | **SolarWinds IT Incident Response (Squadcast)** | 9.0/10 | 61 | #### Administration | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Change Management** | 9.2 (333 reviews) ✓ Verified | Feature Not Available | | **Asset Management** | 8.8 (257 reviews) ✓ Verified | Feature Not Available | | **Reports & Analytics** | 8.8 (323 reviews) ✓ Verified | 8.9 (48 reviews) ✓ Verified | #### Service Desk | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Help Desk** | 9.4 (403 reviews) ✓ Verified | Feature Not Available | | **Incident Reports** | 9.3 (324 reviews) ✓ Verified | 9.5 (55 reviews) ✓ Verified | | **Process Workflow** | 9.1 (374 reviews) ✓ Verified | 9.1 (49 reviews) ✓ Verified | #### Management | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Reporting** | 8.9 (323 reviews) ✓ Verified | 9.1 (39 reviews) ✓ Verified | | **Administration Console** | 8.7 (244 reviews) ✓ Verified | 8.8 (39 reviews) ✓ Verified | | **Access Management** | 8.7 (241 reviews) ✓ Verified | 8.8 (36 reviews) ✓ Verified | | **Asset Management** | 8.9 (240 reviews) ✓ Verified | 8.9 (32 reviews) ✓ Verified | | **Policy Dictation** | 8.4 (221 reviews) | 8.8 (34 reviews) | #### Functionality | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Ticketing System** | 9.5 (416 reviews) ✓ Verified | Feature Not Available | | **Performance Logging** | 8.7 (229 reviews) | Feature Not Available | | **Alerting** | 8.7 (233 reviews) ✓ Verified | 9.4 (42 reviews) ✓ Verified | | **Automation** | 9.0 (347 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** | 7.5 (55 reviews) | Feature Not Available | | **Multi-step Planning** | 7.5 (47 reviews) | Feature Not Available | | **Cross-system Integration** | 8.7 (140 reviews) | Feature Not Available | | **Adaptive Learning** | 7.5 (47 reviews) | Feature Not Available | | **Natural Language Interaction** | 7.4 (50 reviews) | Feature Not Available | | **Proactive Assistance** | 7.2 (50 reviews) | Feature Not Available | | **Decision Making** | 7.6 (51 reviews) | Feature Not Available | ### Incident Management | Product | Score | Reviews | |---|---|---| | **ServiceNow IT Service Management** | 8.2/10 | 310 | | **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 (239 reviews) ✓ Verified | 9.1 (187 reviews) ✓ Verified | | **TIcket Accuracy** | 9.1 (246 reviews) ✓ Verified | 8.5 (175 reviews) ✓ Verified | | **AI Monitoring** | 7.6 (32 reviews) | Feature Not Available | #### Management Tools | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Ticket Assignment** | 9.2 (252 reviews) ✓ Verified | 8.5 (176 reviews) ✓ Verified | | **Standardization** | 9.1 (253 reviews) | 8.5 (174 reviews) ✓ Verified | | **Lifecycle Visualization** | 8.7 (235 reviews) ✓ Verified | 8.3 (163 reviews) ✓ Verified | #### Generative AI | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **AI Text Generation** | 8.3 (107 reviews) | Feature Not Available | | **AI Text Summarization** | 8.3 (123 reviews) | Feature Not Available | #### 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** | 7.9 (34 reviews) | Feature Not Available | | **Adaptive Learning** | 7.5 (27 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** | 7.8 (29 reviews) | Feature Not Available | ### 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 | 405 | | **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 (330 reviews) | Not enough data | | **Ticket Prioritization** | 9.0 (325 reviews) | Not enough data | | **Ticket Notifications** | 9.1 (331 reviews) | Not enough data | | **Knowledge Base** | 8.8 (320 reviews) | Not enough data | | **Knowledge Base/Ticket Integration** | 8.8 (304 reviews) | Not enough data | #### Reporting | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **Dashboards** | 8.8 (327 reviews) | Not enough data | | **Time Tracking** | 8.8 (290 reviews) | Not enough data | | **Surveys** | 8.5 (179 reviews) | 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 | #### Agentic AI - Service Desk | Feature | ServiceNow IT Service Management | SolarWinds IT Incident Response (Squadcast) | |---|---|---| | **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 (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** | 20.9% | 49.8% | | **Enterprise** | 73.1% | 9.4% | ### By Industry #### ServiceNow IT Service Management - **Information Technology and Services:** 24.4% - **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:** 38.0% #### 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 (1338 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 (785 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 (4491 reviews) - [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (751 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 (280 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) — 4.2/5 stars (614 reviews) ### Alternatives to SolarWinds IT Incident Response (Squadcast) - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (966 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 (789 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1338 reviews) - [Better Stack](https://www.g2.com/products/better-stack/reviews) — 4.8/5 stars (328 reviews) - [Dynatrace](https://www.g2.com/products/dynatrace/reviews) — 4.5/5 stars (1365 reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) — 4.4/5 stars (724 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4491 reviews) - [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) — 4.5/5 stars (182 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)