Compare ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk

Cancel
You must select at least 2 products to compare!
Most Helpful Review
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk and other solutions. Updated: November 2020.
448,076 professionals have used our research since 2012.
Quotes From Members

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

Pros
"I am enjoying the report features, they are quite good.""The most valuable features are project management, change management, and the flow according to the mail chain.""The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.""This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.""This solution has provided a way to manage request tracking and resolution.""When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""The most valuable feature is its ease of use."

More ManageEngine ServiceDesk Plus Pros »

"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."

More SolarWinds Web Help Desk Pros »

Cons
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.""They could improve the screens.""I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.""When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.""Improvement is needed in the Software Assets Management functionality.""We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""The documentation could be improved."

More ManageEngine ServiceDesk Plus Cons »

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

More SolarWinds Web Help Desk Cons »

Pricing and Cost Advice
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.""For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.""The only issue for us is the pricing, which is quite high in comparison with the competition.""Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

More ManageEngine ServiceDesk Plus Pricing and Cost Advice »

"They charge by the technician. It costs $117 per technician per year."

More SolarWinds Web Help Desk Pricing and Cost Advice »

report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
448,076 professionals have used our research since 2012.
Questions from the Community
Top Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider… more »
Ask a question

Earn 20 points

Ranking
3rd
out of 52 in Help Desk Software
Views
5,362
Comparisons
4,049
Reviews
11
Average Words per Review
446
Avg. Rating
7.9
24th
out of 52 in Help Desk Software
Views
1,024
Comparisons
858
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
Learn
ManageEngine
SolarWinds
Overview

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

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 ManageEngine ServiceDesk Plus
Learn more about SolarWinds Web Help Desk
Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology AssociatesInstacart
Top Industries
REVIEWERS
Reseller27%
Government13%
Construction Company13%
Engineering Company7%
VISITORS READING REVIEWS
Comms Service Provider25%
Computer Software Company23%
Government7%
Financial Services Firm5%
No Data Available
Company Size
REVIEWERS
Small Business39%
Midsize Enterprise30%
Large Enterprise30%
No Data Available
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Web Help Desk and other solutions. Updated: November 2020.
448,076 professionals have used our research since 2012.

ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 11 reviews while SolarWinds Web Help Desk is ranked 24th in Help Desk Software with 2 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of ManageEngine ServiceDesk Plus writes "Ticket auto-routing improves our efficiency, but this solution lacks custom reporting ". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". ManageEngine ServiceDesk Plus is most compared with JIRA Service Desk, ServiceNow, SCSM, BMC Helix ITSM and Zoho Desk, whereas SolarWinds Web Help Desk is most compared with JIRA Service Desk, ServiceNow, Zendesk Guide, IBM Maximo and SolarWinds MSP Manager. See our ManageEngine ServiceDesk Plus 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.