SCSM vs SolarWinds Web Help Desk comparison

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Read 23 SCSM reviews
1,579 views|877 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 what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Hossam Hussein
Dr. SureshHungenahally
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The most requested feature from our customers is the helpdesk ticketing system.""The solution offers good productivity at a low price point.""It is one of the most stable solutions in the market.""It is quite scalable.""SCSM is easy to learn because all of the material, including training videos, can be found online.""The reporting is very good.""The call logging is the solution's most valuable feature. It's very easy to use.""This solution is easy to use."

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"SolarWinds is scalable as far as adding devices and servers.""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.""The most valuable feature of this solution is the assets management module.""It is easy to use.""Once installed, it runs like a charm and doesn't ever crash."

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Cons
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy.""Once we had an issue with a desktop download that would not open.""Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration.""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.""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 solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator.""We have had some issues with the SCSM on-premise deployment version in the imaging aspects.""We would like to see a web-based interface that works on mobile devices."

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

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Pricing and Cost Advice
  • "It is a lower price vs. other things on the market."
  • "It is an expensive solution."
  • "Licensing can be complex and confusing."
  • "The price should be lower."
  • "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."
  • "I would rate the pricing as two out of five."
  • 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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    Questions from the Community
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:The solution offers good productivity at a low price point.
    Top Answer:For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where… more »
    Top Answer:Once installed, it runs like a charm and doesn't ever crash.
    Top Answer:It would be good if there were training and tutorial videos on the Web Help Desk. There are videos on the website, but it would be handy if they were on the Web Help Desk.
    Ranking
    14th
    out of 59 in Help Desk Software
    Views
    1,579
    Comparisons
    877
    Reviews
    8
    Average Words per Review
    511
    Rating
    7.6
    17th
    out of 59 in Help Desk Software
    Views
    1,003
    Comparisons
    505
    Reviews
    1
    Average Words per Review
    254
    Rating
    10.0
    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.
    Sample Customers
    Fibabanka, UMC Health System
    Instacart
    Top Industries
    REVIEWERS
    Financial Services Firm20%
    Computer Software Company10%
    Hospitality Company10%
    Comms Service Provider10%
    VISITORS READING REVIEWS
    Government25%
    Computer Software Company10%
    Financial Services Firm9%
    Manufacturing Company9%
    VISITORS READING REVIEWS
    Educational Organization71%
    Computer Software Company4%
    Government3%
    University3%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise21%
    Large Enterprise42%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise19%
    Large Enterprise66%
    REVIEWERS
    Small Business57%
    Midsize Enterprise14%
    Large Enterprise29%
    VISITORS READING REVIEWS
    Small Business10%
    Midsize Enterprise72%
    Large Enterprise18%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    SCSM is ranked 14th in Help Desk Software with 23 reviews while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. SCSM is rated 7.2, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create 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, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.

    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.