Head-to-head · IT Ticketing Systems
SolarWinds Web Help Desk vs ServiceNow ITSM
SolarWinds Web Help Desk leads on 3 checks, ServiceNow ITSM on 0, and 1 is even. Who comes out ahead on the 4 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.
Our verdict
- Highest scoreSolarWinds Web Help Desk · 7.4/10
- Most featuresSolarWinds Web Help Desk · 3 of 5
SolarWinds Web Help Desk scores higher on our rubric for it ticketing systems: 7.4 against 2.8 out of 10; our editors rank them #6 and #7.
SolarWinds Web Help Desk offers sla management; ServiceNow ITSM doesn't publish it. SolarWinds Web Help Desk offers self-service portal; ServiceNow ITSM doesn't publish it. SolarWinds Web Help Desk offers asset management; ServiceNow ITSM doesn't publish it.
SolarWinds Web Help Desk is the better fit for teams needing self-hosted ticketing and asset workflows. ServiceNow ITSM is the better fit for large IT teams coordinating complex incidents.
- SolarWinds Web Help Desk fits best
Teams needing self-hosted ticketing and asset workflows
- ServiceNow ITSM fits best
Large IT teams coordinating complex incidents
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Side by side
| Feature | SolarWinds Web Help Desk 7.4/10 Visit ↗ | ServiceNow ITSM 2.8/10 Visit ↗ |
|---|---|---|
| At a glance | ||
| Editor score | 7.4 | 2.8 |
| Ranking | #6 in IT Ticketing Systems | #7 in IT Ticketing Systems |
| Best for | Teams needing self-hosted ticketing and asset workflows | Large IT teams coordinating complex incidents |
| Pricing model | Paid | Paid |
| Starting price | Not published | Not published |
| Free plan | — | — |
| Free trial | — | — |
| Deployment | Self-hosted | Cloud, Mobile |
| Platforms | Web, Windows, macOS, Linux, iOS | Web, iOS, Android |
| Support | Docs | Docs |
| Built for | Small business, Mid-market, Enterprise | Mid-market, Enterprise |
| Features SolarWinds Web Help Desk 3/5 · ServiceNow ITSM 0/5 | ||
| SLA management | ✓ (best) | Not published |
| Self-service portal | ✓ (best) | Not published |
| Asset management | ✓ (best) | Not published |
| Automation rules | Not published | Not published |
| Change management | Not published | Not published |
| Specs | ||
| Deployment | Not published | Not published |
| Our review | ||
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| Cons |
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| Our verdict | SolarWinds Web Help Desk is a self-hosted application for handling IT support requests and assets. It suits IT teams that want ticket intake through the web or email alongside routing, escalation, and asset workflows, with options… Read the review → |
ServiceNow ITSM brings incidents, service requests, changes, and problems into shared workflows for mid-market and enterprise IT organizations. It combines incident intake, assignment, prioritization, and resolution with employee… Read the review → |
Strengths and trade-offs
SolarWinds Web Help Desk — where it wins
- Links incidents and problems with ticket escalation and SLA tracking.
- Combines asset discovery and lifecycle tracking with ticket linking.
- Offers searchable knowledge, approvals, reporting, and an iOS app.
Where it doesn't
- The lowest listed price applies only to the 501+ technician tier.
- The 1–5 technician tier costs $533 per technician per year.
- Self-hosted deployment calls for teams prepared to manage their own hosting.
ServiceNow ITSM — where it wins
- Routes and prioritizes incidents through resolution workflows
- Advanced adds on-call schedules, escalations, and major-incident tools
- Supports stakeholder updates and post-incident reports
Where it doesn't
- On-call and major-incident tools are not in Foundation
- Plans require a custom quote through sales
- Its described strength is incident operations, not broad ITSM coverage
- SolarWinds Web Help Desk7.4/10 · From $320/yr · 14-day trial
A self-hosted help desk that links tickets, SLAs, assets, approvals, and knowledge.
Visit SolarWindsFull verdict → - ServiceNow ITSM2.8/10 · Pricing on request
A broad ITSM system with deeper major-incident and on-call tools in higher tiers.
Visit ServiceNowFull verdict →
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Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026