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