Compare SCSM vs. SolarWinds Web Help Desk

SCSM is ranked 5th in Help Desk Software with 9 reviews while SolarWinds Web Help Desk is ranked 19th in Help Desk Software with 1 review. SCSM is rated 6.8, while SolarWinds Web Help Desk is rated 7.0. The top reviewer of SCSM writes "Good flexibility and integration abilities but the interface needs improvement ". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Good support for asset management, but the GUI is old-fashioned and needs updating". SCSM is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow and JIRA Service Desk.
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SCSM Logo
Read 9 SCSM reviews.
3,017 views|2,068 comparisons
SolarWinds Web Help Desk Logo
1,256 views|1,069 comparisons
Most Helpful Review
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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2020.
397,082 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
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.SCSM is easy to learn because all of the material, including training videos, can be found online.A very convenient package like an all-in-one tool but it is actually five or six products acting well together.The solution is quite easy to integrate with other Microsoft products.The call logging is the solution's most valuable feature. It's very easy to use.This solution is easy to use.The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.This product has helped our organization by allowing people to connect with each other.

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The most valuable feature of this solution is the assets management module.

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Cons
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.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.Resources for understanding compliance and relative compliance need to be made available.It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management.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.Mobile application integration would be an improvement.It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow.The price of this solution is high and it needs to be cheaper.

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This solution needs to have mobile application support added.

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Pricing and Cost Advice
Licensing can be complex and confusing.It is an expensive solution.It is a lower price vs. other things on the market.

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397,082 professionals have used our research since 2012.
Ranking
5th
out of 44 in Help Desk Software
Views
3,017
Comparisons
2,068
Reviews
9
Average Words per Review
747
Avg. Rating
6.8
19th
out of 44 in Help Desk Software
Views
1,256
Comparisons
1,069
Reviews
1
Average Words per Review
458
Avg. Rating
7.0
Top Comparisons
Compared 45% of the time.
Compared 16% of the time.
Also Known As
System Center Service Manager
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Microsoft
SolarWinds
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.
Offer
Learn more about SCSM
Learn more about SolarWinds Web Help Desk
Sample Customers
Fibabanka, UMC Health SystemInstacart
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: January 2020.
397,082 professionals have used our research since 2012.
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.