What users are saying about
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Top Rated
354 Ratings
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Top Rated
139 Ratings

ServiceNow

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Top Rated
354 Ratings
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Score 8.2 out of 100

SolarWinds Service Desk

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Top Rated
139 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

ServiceNow

In very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

SolarWinds Service Desk

Solarwinds Service Desk strikes a good balance between cost and features. If you're an organization without any tools for incident management, process workflows, or vendor management, then Solarwinds Service Desk will be a huge improvement. Service Desk has more features than other products in the same tier. We compared Solarwinds Service Desk to Zendesk but found that Zendesk was missing key capabilities.For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice. The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
Kevin Staton | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

ServiceNow
8.4
SolarWinds Service Desk
7.4
Organize and prioritize service tickets
ServiceNow
8.8
SolarWinds Service Desk
8.8
Expert directory
ServiceNow
7.9
SolarWinds Service Desk
6.9
Service restoration
ServiceNow
8.0
SolarWinds Service Desk
6.5
Self-service tools
ServiceNow
8.3
SolarWinds Service Desk
7.5
Subscription-based notifications
ServiceNow
8.2
SolarWinds Service Desk
7.8
ITSM collaboration and documentation
ServiceNow
8.7
SolarWinds Service Desk
8.0
ITSM reports and dashboards
ServiceNow
8.6
SolarWinds Service Desk
6.5

ITSM asset management

ServiceNow
8.0
SolarWinds Service Desk
7.0
Configuration mangement
ServiceNow
8.2
SolarWinds Service Desk
7.1
Asset management dashboard
ServiceNow
8.1
SolarWinds Service Desk
7.0
Policy and contract enforcement
ServiceNow
7.6
SolarWinds Service Desk
6.9

Change management

ServiceNow
8.7
SolarWinds Service Desk
7.7
Change requests repository
ServiceNow
8.9
SolarWinds Service Desk
8.2
Change calendar
ServiceNow
8.5
SolarWinds Service Desk
7.1
Service-level management
ServiceNow
8.6
SolarWinds Service Desk
7.6

Pros

ServiceNow

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Helpdesk Incident ticketing - Solarwinds does an excellent job of incident tracking and enables you to fold those incidents into Problems and then use effective change management when called for. It provides a full ITIL management package.
  • Inventory Tracking and Management - It has a really nice, complete package for Hardware and Software management. The agent is pretty light and data is encrypted.
  • Change Management and Approval Workflows - There's a really nice module here. Allows you to attach an Incident ticket or multiple incidents as a Problem. Lets you manage changes to systems, services, etc. and get approvals from the appropriate stakeholders while providing an audit trail for everything.
Steve Taylor | TrustRadius Reviewer

Cons

ServiceNow

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
  • Awaiting input tickets with responses from users don't automatically go back to in progress.
  • Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
Ryan Lemaster | TrustRadius Reviewer

Likelihood to Renew

ServiceNow

ServiceNow 10.0
Based on 12 answers
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 4 answers
We strongly wish to renew and continue to use Solarwinds Service Desk. We've spent almost a year learning the ins and outs of the system and have gotten used to it. The only thing that may keep us from renewing would be executives. If they decide they want a new system (for whatever reason), we will likely explore other options.
Treyce Miller | TrustRadius Reviewer

Usability

ServiceNow

ServiceNow 10.0
Based on 7 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.6
Based on 5 answers
It is very easy to create tickets and assign them to one of my employees to take care of. Some recent changes have been made to the interface when creating new tickets and it is now less intuitive on where you add tags for the ticket. I wish that previously used tags became an option to select or got automatically added as sub categories to my created categories. Overall though it is very easy to use and I am thankful we have it.
Connie Inman | TrustRadius Reviewer

Reliability and Availability

ServiceNow

ServiceNow 10.0
Based on 1 answer
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 6.8
Based on 6 answers
For the most part the availability is fine. However, every now and then we have an issue where the system is very slow to respond. It can go from 2-5 seconds to load a page to 15-20 seconds to load a page. That doesn't seem like much. But, when you spend most of your day in the system, those extra seconds add up.
Treyce Miller | TrustRadius Reviewer

Performance

ServiceNow

ServiceNow 9.0
Based on 1 answer
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
We don't integrate Solarwinds with any other software or system so I can't comment on that, but the few times there has been an outage for SolarWinds/Samanage the notification has come quickly that there is an outage and they're working on it. Overall though everything loads quickly and it is very reliable
Connie Inman | TrustRadius Reviewer

Support Rating

ServiceNow

ServiceNow 8.3
Based on 18 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.9
Based on 81 answers
Solarwinds offers a chat feature on the website and usually someone is there answering my concern within 5-15 mins at the longest. I have done the email support as well and I always receive a response, same business day. Support staff have always been very knowledgeable and have resolved my issue/concern first contact.
Allan Eisenhauer | TrustRadius Reviewer

Online Training

ServiceNow

ServiceNow 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

ServiceNow

ServiceNow 10.0
Based on 3 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 2 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

ServiceNow

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | TrustRadius Reviewer

SolarWinds Service Desk

Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about their product and I felt they didn't give me enough attention in my evaluation process.
Sebastian Pereira | TrustRadius Reviewer

Scalability

ServiceNow

ServiceNow 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 7.7
Based on 3 answers
The amount of customization that can be done in this software allows for almost unlimited scalability. I do not know specifically how to do it, but support did tell us that we could create rules and functions for particular users allowing for separation of departments within the Solarwinds Service Desk software.
Treyce Miller | TrustRadius Reviewer

Return on Investment

ServiceNow

  • ServiceNow has positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • Allows us to track costs of our incidents, changes, and services.
  • We can easily analyze performance and efficiency of our resources.
  • Allows for reporting of costs of subscription services and purchase orders, which can be attached to each incident, request, or inventory item.
Matthaniel Cowell | TrustRadius Reviewer

Screenshots

ServiceNow

Pricing Details

ServiceNow

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

ServiceNow
8.4
SolarWinds Service Desk
8.1

Likelihood to Renew

ServiceNow
10.0
SolarWinds Service Desk
8.2

Usability

ServiceNow
10.0
SolarWinds Service Desk
7.6

Reliability and Availability

ServiceNow
10.0
SolarWinds Service Desk
6.8

Performance

ServiceNow
9.0
SolarWinds Service Desk
7.7

Support Rating

ServiceNow
8.3
SolarWinds Service Desk
7.9

Online Training

ServiceNow
1.0
SolarWinds Service Desk
8.2

Implementation Rating

ServiceNow
10.0
SolarWinds Service Desk
7.7

Scalability

ServiceNow
10.0
SolarWinds Service Desk
7.7

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