Ivanti Service Desk [EOL] vs SolarWinds Web Help Desk comparison

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Executive Summary

We performed a comparison between Ivanti Service Desk [EOL] 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).
765,234 professionals have used our research since 2012.
Featured Review
Sayed Munir
Dr. SureshHungenahally
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is highly configurable with PinkVERIFY status.""Incident management and service request management features are the most valuable.""Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent.""The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well.""The tool supports a lot of standard reporting KPIs.""The initial setup was quite simple; installing just took a few minutes.""The most valuable features of the Ivanti Service Desk are service requests and incident management.""Incident management is a valuable feature."

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

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Cons
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run.""The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.""You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness.""You must be very technical to configure it.""The interface can be improved. It can be made more interactive for self-service users.""The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow.""The mobile service is minimal and doesn't provide sufficient capabilities."

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"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.""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).""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."

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Pricing and Cost Advice
Information Not Available
  • "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 tool supports a lot of standard reporting KPIs.
    Top Answer:The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able… more »
    Top Answer:Basically, we use it for service management from the financial side of things.
    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
    Unranked
    In Help Desk Software
    17th
    out of 59 in Help Desk Software
    Views
    1,003
    Comparisons
    505
    Reviews
    1
    Average Words per Review
    254
    Rating
    10.0
    Comparisons
    Learn More
    Overview

    Deliver outstanding IT support services to employees and customers.

    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
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    Instacart
    Top Industries
    VISITORS READING REVIEWS
    Government14%
    Computer Software Company11%
    Healthcare Company8%
    Manufacturing Company7%
    VISITORS READING REVIEWS
    Educational Organization71%
    Computer Software Company4%
    Government3%
    University3%
    Company Size
    REVIEWERS
    Small Business22%
    Midsize Enterprise33%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    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.
    765,234 professionals have used our research since 2012.

    Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while SolarWinds Web Help Desk is ranked 17th in Help Desk Software with 6 reviews. Ivanti Service Desk [EOL] is rated 7.6, while SolarWinds Web Help Desk is rated 7.6. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ServiceNow and ManageEngine ServiceDesk Plus.

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    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.