Compare Serviceaide Intelligent Service Management vs. SolarWinds Web Help Desk

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Quotes From Members

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

Pros
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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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
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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

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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
31st
out of 56 in Help Desk Software
Views
282
Comparisons
134
Reviews
1
Average Words per Review
448
Rating
6.0
29th
out of 56 in Help Desk Software
Views
954
Comparisons
795
Reviews
2
Average Words per Review
595
Rating
6.5
Popular Comparisons
Also Known As
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
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Overview
CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.

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 Serviceaide Intelligent Service Management
Learn more about SolarWinds Web Help Desk
Sample Customers
Oakwood Systems Group
Instacart
Top Industries
REVIEWERS
Financial Services Firm25%
Healthcare Company25%
Marketing Services Firm13%
Educational Organization13%
VISITORS READING REVIEWS
Comms Service Provider32%
Computer Software Company24%
Manufacturing Company9%
Government9%
Company Size
REVIEWERS
Small Business20%
Midsize Enterprise7%
Large Enterprise73%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: May 2021.
501,499 professionals have used our research since 2012.

Serviceaide Intelligent Service Management is ranked 31st in Help Desk Software with 1 review while SolarWinds Web Help Desk is ranked 29th in Help Desk Software with 2 reviews. Serviceaide Intelligent Service Management is rated 6.0, while SolarWinds Web Help Desk is rated 6.6. The top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Serviceaide Intelligent Service Management is most compared with ServiceNow and Clarity SM, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, JIRA Service Desk, ServiceNow, Zendesk Guide and IBM Maximo.

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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.