Compare SCSM vs. SolarWinds Web Help Desk

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Read 13 SCSM reviews.
2,972 views|1,802 comparisons
Most Helpful Review
Use SolarWinds Web Help Desk? Share your opinion.
Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
437,557 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 reporting is very good.The most valuable feature is the reporting of incidents.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.Many more features than other comparable products.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.

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

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Cons
The configuration could be easier.We would like to see a web-based interface that works on mobile devices.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.The user interface needs to be improved.They need more integration with open-source products.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.

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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.This solution needs to have mobile application support added.

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Pricing and Cost Advice
The price should be lower.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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They charge by the technician. It costs $117 per technician per year.

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Questions from the Community
Top Answer: The most requested feature from our customers is the helpdesk ticketing system.
Top Answer: The solution does charge for add-ons and third party installations most of the time.
Top Answer: There is some difficulty when it comes to deploying this solution. The user interface needs to be improved. One of our customers has complained to say that the workflow needs to be more customizable.
Top Answer: The most valuable feature of this solution is the assets management module.
Top Answer: The GUI for this solution can be better. This solution needs to have mobile application support added.
Top Answer: We are a solution provider and this is one of the products that we provide to our customers. This solution is primarily used as a ticketing system, and for asset management. The deployment model… more »
Ranking
4th
out of 56 in Help Desk Software
Views
2,972
Comparisons
1,802
Reviews
13
Average Words per Review
674
Avg. Rating
6.7
22nd
out of 56 in Help Desk Software
Views
1,121
Comparisons
953
Reviews
2
Average Words per Review
595
Avg. Rating
6.5
Popular Comparisons
Compared 47% of the time.
Compared 11% of the time.
Compared 4% of the time.
Compared 2% 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
Top Industries
VISITORS READING REVIEWS
Computer Software Company27%
Government16%
Construction Company11%
Wholesaler/Distributor10%
No Data Available
Find out what your peers are saying about SCSM vs. SolarWinds Web Help Desk and other solutions. Updated: September 2020.
437,557 professionals have used our research since 2012.
SCSM is ranked 4th in Help Desk Software with 13 reviews while SolarWinds Web Help Desk is ranked 22nd 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, ManageEngine ServiceDesk Plus, JIRA Service Desk, BMC Helix ITSM and Device42, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Desk, Zendesk Guide and Spiceworks. See our SCSM vs. SolarWinds Web Help Desk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) 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.