Try our new research platform with insights from 80,000+ expert users

SCSM vs SolarWinds Web Help Desk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

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

SCSM
Ranking in Help Desk Software
11th
Average Rating
7.0
Reviews Sentiment
6.5
Number of Reviews
27
Ranking in other categories
IT Service Management (ITSM) (10th)
SolarWinds Web Help Desk
Ranking in Help Desk Software
16th
Average Rating
7.6
Reviews Sentiment
7.7
Number of Reviews
7
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the Help Desk Software category, the mindshare of SCSM is 1.6%, down from 1.8% compared to the previous year. The mindshare of SolarWinds Web Help Desk is 1.4%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

LuisSanchez3 - PeerSpot reviewer
Current setup enables smooth problem-solving but lacks comprehensive guidance and local support
More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.
Shadi Shaar - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The most valuable feature is the reporting of incidents."
"If it is correctly configured, you can access and give service quickly to all the end users."
"It is quite scalable."
"I've used SCSM a lot, and its features are valuable."
"SCCM provides remote tool functionality, which is not in Intune."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature of this solution is the assets management module."
"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 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."
"It is easy to use."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
 

Cons

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."
"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."
"We would like to see a web-based interface that works on mobile devices."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The configuration could be easier."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"This solution needs to have mobile application support added."
"It would be good if there were training and tutorial videos on the Web Help Desk."
"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."
"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)."
"A little outdated compared to newer products that include protection and detection."
 

Pricing and Cost Advice

"The pricing is reasonable."
"I would rate the pricing as two out of five."
"The platform is competitively priced."
"It is a lower price vs. other things on the market."
"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 price should be lower."
"The license for SCSM is cheap."
"It is an expensive solution."
"They charge by the technician. It costs $117 per technician per year."
"When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
860,168 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
26%
Computer Software Company
12%
Financial Services Firm
9%
Manufacturing Company
7%
Educational Organization
41%
Retailer
7%
Manufacturing Company
6%
Computer Software Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
From an admin point of view, Intune has more features and is easier to manage compared to SCCM. SCCM is a little complex for the admin point of view. Although some engineers at Microsoft are good, ...
What needs improvement with SolarWinds Web Help Desk?
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 ...
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...
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...
 

Also Known As

System Center Service Manager
No data available
 

Overview

 

Sample Customers

Fibabanka, UMC Health System
Instacart
Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: June 2025.
860,168 professionals have used our research since 2012.