Cherwell Service Management vs SolarWinds Web Help Desk comparison

Ivanti and SolarWinds are both solutions in the Help Desk Software category. Ivanti is ranked #25, while SolarWinds is ranked #18 with an average rating of 9.0. Ivanti holds a 0.7% mindshare in HDS, compared to SolarWinds’s 1.3% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 85% of SolarWinds users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

536 Views
218 Comparison Views

80% willing to recommend

SolarWinds Web Help Desk

Read 7 SolarWinds Web Help Desk reviews

588 Views
292 Comparison Views

85% willing to recommend

Cherwell Service Management

SolarWinds Web Help Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Cherwell Service Management and SolarWinds Web Help Desk compete in the IT service management space. SolarWinds appears to have the upper hand due to its balanced feature set and ease of use.

Features: Cherwell Service Management provides comprehensive customization options, workflow integration, and sophisticated reporting, making it ideal for large IT environments. SolarWinds Web Help Desk is known for its straightforward ticketing system, asset management, and ease of use, providing a streamlined approach to IT help desk management.

Room for Improvement: Cherwell Service Management could improve on its user interface, simplify the setup process, and enhance integrations with other tools. SolarWinds Web Help Desk may benefit from improved reporting capabilities, more advanced customization options, and enhanced self-service features.

Ease of Deployment and Customer Service: Cherwell Service Management often involves a more complex deployment suitable for sophisticated systems, supported by strong customer service during setup. SolarWinds Web Help Desk offers quicker deployment with its simpler framework and reliable customer assistance, making it efficient for businesses looking for rapid implementation.

Pricing and ROI: Cherwell Service Management entails higher initial setup costs, which may appeal to organizations requiring extensive customization and long-term flexibility. SolarWinds Web Help Desk is a cost-effective solution with a faster ROI due to its lower setup costs and maintenance, appealing to budget-conscious organizations.

To learn more, read our detailed Cherwell Service Management vs. SolarWinds Web Help Desk Report (Updated: April 2025).

Buyer's Guide

Cherwell Service Management vs. SolarWinds Web Help Desk

April 2025

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Helped 850,236 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

25th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (29th)

SolarWinds Web Help Desk

Ranking in Help Desk Software

18th

Average Rating

7.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2025, in the Help Desk Software category, the mindshare of Cherwell Service Management is 0.7%, down from 0.9% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.3%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Shadi Shaar

Healthcare Informatics Consultant at Dammam University

Supports case and incident reporting with responsive support

Some features in the product are supposed to run. However, if they don't, it may require some time to configure or fix them, such as asset management. We have been struggling with asset management in SolarWinds Web Help Desk. The software offers a range of features that we haven't fully utilized, such as inventory management and an approval system. While we are utilizing the asset management functionality, there have been some defects that need addressing. Some users prefer to have another big interface, but unfortunately, this option is not available in SolarWinds Web Help Desk.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features are problem management and change management."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"SolarWinds is scalable as far as adding devices and servers."

"The most valuable feature of this solution is the assets management module."

"SolarWinds supports case and incident reporting. This includes logging incidents and tracking them efficiently. Additionally, it is compatible and approved by the ITIL foundation and standards, meeting world-class standards."

"Once installed, it runs like a charm and doesn't ever crash."

"It has a pretty good search function. If you do the advanced search, you can basically search for anything in any field. If I do a search on the request field and just put in some terms I'm searching for, I can usually find the ticket that I'm looking for."

"It is easy to use."

Cons

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"It would be good if there were training and tutorial videos on the Web Help Desk."

"This solution needs to have mobile application support added."

"The interface feels clunky to me compared to some other systems that I've used. I used ManageEngine Service Desk prior to this at my previous job and that had stuff like categories that we use that I don't see in SolarWinds."

"A little outdated compared to newer products that include protection and detection."

"We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."

"They charge by the technician. It costs $117 per technician per year."

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Top Industries

By visitors reading reviews

Educational Organization

60%

Computer Software Company

Government

Healthcare Company

Educational Organization

71%

Retailer

Healthcare Company

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What needs improvement with SolarWinds Web Help Desk?

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What is your primary use case for SolarWinds Web Help Desk?

SolarWinds Web Help Desk is a case management system. Each user logs their concerns or problems into the portal, which are then assigned to one of our support engineers responsible for managing the...

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What advice do you have for others considering SolarWinds Web Help Desk?

SolarWinds Web Help Desk could be beneficial for generating automated responses, such as ONIQ. Since we receive multiple cases from similar backgrounds, it would streamline the process if the syste...

See all answers

Comparisons

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Compared 100% of the time

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Compared 26% of the time

BMC Helix ITSM vs SolarWinds Web Help Desk

Compared 21% of the time

ServiceNow vs SolarWinds Web Help Desk

Compared 21% of the time

N-able MSP Manager vs SolarWinds Web Help Desk

Compared 18% of the time

ManageEngine ServiceDesk Plus vs SolarWinds Web Help Desk

Compared 14% of the time

More SolarWinds Web Help Desk Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Cherwell Service Management product report

Buyer's Guide

Help Desk Software

April 2025

Download SolarWinds Web Help Desk product report

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.

SolarWinds

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

Instacart

Buyer's Guide

Cherwell Service Management vs. SolarWinds Web Help Desk

April 2025

Free Report: Cherwell Service Management vs. SolarWinds Web Help Desk

Find out what your peers are saying about Cherwell Service Management vs. SolarWinds Web Help Desk and other solutions. Updated: April 2025.

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