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SCSM vs SolarWinds Web Help Desk comparison

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2,929 views|1,992 comparisons
Comparison Buyer's Guide
Executive Summary

We performed a comparison between SCSM and SolarWinds Web Help Desk based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed SCSM vs. SolarWinds Web Help Desk report (Updated: September 2022).
634,550 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests.""It is quite scalable.""We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances.""For our cloud-based deployment of SCSM, the Autopilot is the best feature.""The support from Microsoft is good and we also have local support on the ground in Nigeria."

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"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.""SolarWinds is scalable as far as adding devices and servers.""It is easy to use.""Once installed, it runs like a charm and doesn't ever crash."

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Cons
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly.""One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have.""I have found SCSM not adequate enough to carry out some functions.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

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

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Pricing and Cost Advice
  • "The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
  • "It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
  • "The license for SCSM is cheap."
  • More SCSM Pricing and Cost Advice →

  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
  • "They charge by the technician. It costs $117 per technician per year."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

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    634,550 professionals have used our research since 2012.
    Questions from the Community
    Top Answer:It is an amazing solution but the pricing could be improved to be a little more competitive.
    Top Answer:I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used… more »
    Ranking
    10th
    out of 56 in Help Desk Software
    Views
    2,929
    Comparisons
    1,992
    Reviews
    5
    Average Words per Review
    549
    Rating
    7.6
    30th
    out of 56 in Help Desk Software
    Views
    1,208
    Comparisons
    854
    Reviews
    2
    Average Words per Review
    532
    Rating
    6.5
    Comparisons
    Also Known As
    System Center Service Manager
    Learn More
    Overview
    System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

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

    1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
    2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
    3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
    4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
    5. 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.
    6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
    Offer
    Learn more about SCSM
    Learn more about SolarWinds Web Help Desk
    Sample Customers
    Fibabanka, UMC Health System
    Instacart
    Top Industries
    REVIEWERS
    Hospitality Company14%
    Comms Service Provider14%
    Government14%
    Construction Company14%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Government17%
    Comms Service Provider11%
    Energy/Utilities Company6%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Government10%
    Comms Service Provider7%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise29%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise15%
    Large Enterprise62%
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business31%
    Midsize Enterprise15%
    Large Enterprise54%
    Buyer's Guide
    SCSM vs. SolarWinds Web Help Desk
    September 2022
    Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2022.
    634,550 professionals have used our research since 2012.

    SCSM is ranked 10th in Help Desk Software with 5 reviews while SolarWinds Web Help Desk is ranked 30th in Help Desk Software with 4 reviews. SCSM is rated 7.6, while SolarWinds Web Help Desk is rated 6.8. The top reviewer of SCSM writes "Good technical support and integration capabilities but it needs to be easier to create custom reports". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Clarity SM, JIRA Service Management and Freshservice, whereas SolarWinds Web Help Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Spiceworks, Freshservice and IBM Maximo. See our SCSM vs. SolarWinds Web Help Desk report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.