Capterra Logo
Helping businesses choose better software since 1999

SolarWinds Service Desk vs ServiceNow Customer Service Management: Which is a better fit?

Updated on December 22nd, 2024
Capterra offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
What's your intended use case?
Summary
Features in IT Ticketing Systems
32
Best performer
39
  • Activity Tracking
  • Asset Lifecycle Management
  • Change Management
24
39
  • Configurable Workflow
  • Reporting & Statistics
  • Support Ticket Tracking
User satisfaction
4.6
User reviews574
Ease of use
4.6
Functionality
4.4
Value for money
4.5
Customer support
4.6
4.3
User reviews152
Ease of use
4.1
Functionality
4.3
Value for money
4.1
Customer support
4.2
Price starts from
Monthly subscription
Free version
Free trial
--
Yearly subscription
Free version
Free trial
Best for

Ideally suited for companies of any size, anywhere, with sophisticated IT organizations looking to deliver superior service to their internal customers (employees & internal other requesters).

Enterprise-wide Service, Operations, and Customer Experience Buyer Groups

User reviews
pros & cons
1 / 4
View Reviews
1 / 4
View Reviews
Video reviews
No video reviews yet
No video reviews yet
User interface
No videos provided by vendor
No videos provided by vendor
129478
5 screenshots
225960
2 screenshots

SolarWinds Service Desk

Top Features
32/39
  • Automated Responses
  • Configurable Workflow
  • Macros/Templated Responses
  • Reporting & Statistics
  • Search
  • Support Ticket Tracking
  • Third-Party Integrations
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • API
  • Asset Lifecycle Management
  • Automated Routing
  • Change Management
  • Collaboration Tools
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Help Desk Management
  • Incident Management
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Multi-Language
  • Prioritization
  • Problem Management
  • Release Management
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Support Ticket Management
  • Task Management
  • Workflow Management
See All features
Hide IT Ticketing Systems Software Features -

ServiceNow Customer Service Management

24/39
Show IT Ticketing Systems Software Features +

ServiceNow Customer Service Management

--

SolarWinds Service Desk
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
ServiceNow Customer Service Management
Deployment
  • Cloud, SaaS, Web-Based
  • Desktop - Mac
  • Desktop - Windows
  • Desktop - Linux
  • Desktop - Chromebook
  • On-Premise - Windows
  • On-Premise - Linux
  • Mobile - Android
  • Mobile - iPhone
  • Mobile - iPad
Support
  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat
Training
  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos
SolarWinds Service Desk
  • By SolarWinds
  • Located in United States
  • Founded in 1999
ServiceNow Customer Service Management
  • By ServiceNow
  • Located in United States
  • Founded in 2012
Need a Little Help?

Talk with a software expert for free. Get a list of software that’s great for you in less than 15 minutes.

Recommendations

Products similar to those you're currently comparing: