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."The call logging is the solution's most valuable feature. It's very easy to use."
"The solution offers good productivity at a low price point."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"It is quite scalable."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"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."
"The most requested feature from our customers is the helpdesk ticketing system."
"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."
"Once installed, it runs like a charm and doesn't ever crash."
"SolarWinds is scalable as far as adding devices and servers."
"It is easy to use."
"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."
"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."
"Once we had an issue with a desktop download that would not open."
"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."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Mobile application integration would be an improvement."
"Resources for understanding compliance and relative compliance need to be made available."
"The configuration could be easier."
"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)."
"A little outdated compared to newer products that include protection and detection."
"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."
SCSM is ranked 14th in Help Desk Software with 23 reviews while SolarWinds Web Help Desk is ranked 18th in Help Desk Software with 6 reviews. SCSM is rated 7.0, 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.
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