Compare SCSM vs. SolarWinds Web Help Desk

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Read 11 SCSM reviews.
2,905 views|1,634 comparisons
Most Helpful Review
Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: May 2021.
509,641 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
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good.""This solution is easy to use.""The call logging is the solution's most valuable feature. It's very easy to use.""The solution is quite easy to integrate with other Microsoft products.""A very convenient package like an all-in-one tool but it is actually five or six products acting well together.""SCSM is easy to learn because all of the material, including training videos, can be found online.""Many more features than other comparable products.""The most requested feature from our customers is the helpdesk ticketing system."

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"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."

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Cons
"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.""Mobile application integration would be an improvement.""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.""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.""Resources for understanding compliance and relative compliance need to be made available.""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.""They need more integration with open-source products.""The user interface needs to be improved."

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"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."

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Pricing and Cost Advice
"Licensing can be complex and confusing.""The price should be lower."

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

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Questions from the Community
Top Answer: The reporting is very good.
Top Answer: It is an amazing solution but the pricing could be improved to be a little more competitive.
Top Answer: I have not made up my mind about what really needs to be improved. Overall, I am pleased with it mostly because it supplies the reports I need. As far as other features, it performs what I need it to… more »
Top Answer: 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… more »
Top Answer: 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… more »
Top Answer: We use this for our ticketing system, both in IT as well as the data team. The data team provides application support. It's used in HR and by Facilities. It's used for tickets for purchases. It's used… more »
Ranking
6th
out of 56 in Help Desk Software
Views
2,905
Comparisons
1,634
Reviews
11
Average Words per Review
757
Rating
6.6
28th
out of 56 in Help Desk Software
Views
950
Comparisons
786
Reviews
2
Average Words per Review
595
Rating
6.5
Popular Comparisons
Also Known As
System Center Service Manager
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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 System
Instacart
Top Industries
VISITORS READING REVIEWS
Computer Software Company25%
Government15%
Comms Service Provider14%
Educational Organization5%
VISITORS READING REVIEWS
Comms Service Provider30%
Computer Software Company24%
Manufacturing Company10%
Government9%
Company Size
REVIEWERS
Small Business38%
Midsize Enterprise38%
Large Enterprise23%
No Data Available
Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: May 2021.
509,641 professionals have used our research since 2012.

SCSM is ranked 6th in Help Desk Software with 11 reviews while SolarWinds Web Help Desk is ranked 28th in Help Desk Software with 2 reviews. SCSM is rated 6.6, while SolarWinds Web Help Desk is rated 6.6. 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 "Has good search functionalities but the interface feels clunky". SCSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BeyondTrust Remote Support and Freshservice, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Management, ServiceNow, Zendesk Guide and Spiceworks. See our SCSM vs. SolarWinds Web Help Desk report.

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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.