Overview: SolarWinds Service Desk and ManageEngine ServiceDesk Plus as Help Desk Category solutions.

SolarWinds Service Desk and ManageEngine ServiceDesk Plus are two robust helpdesk solutions that support different business needs. SolarWinds stands out with a high focus on enterprise features, extensive support options, and strong integration capabilities. On the other hand, ManageEngine ServiceDesk Plus caters well to small and mid-market enterprises with its efficient helpdesk management and diverse industry applications. Each product supports unique operational and strategic business goals, guided by varying customer segment preferences.

SolarWinds Service Desk: Solarwinds Service Desk is an ITSM solution designed to effectively manage employee services. A free trial is available for users.

ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is a comprehensive ITSM software offering integrated asset management, CMDB, and service desk features. It supports project and enterprise service management for various departments.

SolarWinds Service Desk and ManageEngine ServiceDesk Plus: Best Use cases based on the customer satisfaction data

SolarWinds Service Desk

4.5

AI Powered

ManageEngine ServiceDesk Plus

4.2

Key Capabilities Supported

SolarWinds Service Desk excels in helpdesk and workflow management, aiding users in handling extensive customer interactions and documentation processes like contract management. read more →

ManageEngine ServiceDesk Plus concentrates on helpdesk management and sales document management, offering streamlined service processes for customer interactions and communications. read more →

Business Goals

SolarWinds Service Desk is designed to enhance customer relationships and improve ROI, making it suitable for businesses seeking deeper engagement and better performance. read more →

ManageEngine ServiceDesk Plus aims to scale best practices and enhance internal communications, aligning with businesses looking to improve operational consistency. read more →

Core Features

SolarWinds Service Desk provides robust features like custom reports, integration, and ease of migration, which are vital for enterprise-scale operations. read more →

ManageEngine ServiceDesk Plus offers strong analytics, data import capabilities, and custom reports that cater to organizations focusing on refined data management. read more →

Vendor Support

SolarWinds Service Desk offers extensive 24/7 support, including phone, chat, and email, catering to enterprises with around-the-clock service needs. read more →

ManageEngine ServiceDesk Plus offers balanced support options, including phone and chat, effectively serving mid-market businesses with significant support demands. read more →

Segments and Industries

SolarWinds Service Desk is favored by enterprise and educational segments, indicating strong usability in extensive IT infrastructure environments. read more →

ManageEngine ServiceDesk Plus sees significant use in non-profit and banking industries, reflecting its diverse applicability and adaptability. read more →

Operational Alignment

SolarWinds Service Desk fits seamlessly within large-scale enterprises, supporting comprehensive workflows and diverse operational needs. read more →

ManageEngine ServiceDesk Plus is ideal for small to mid-sized companies, accommodating simpler workflows and aiding in structured growth. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

low

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Chat Support

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Email Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for SolarWinds Service Desk and ManageEngine ServiceDesk Plus

Why is SolarWinds Service Desk and ManageEngine ServiceDesk Plus the best choice for Helpdesk Management?

Solarwinds Service Desk and Manageengine Servicedesk Plus are both designed for helpdesk management and include features for tracking assets and managing requests. Solarwinds Service Desk is more intuitive and provides a robust set of features for advanced users, while Manageengine Servicedesk Plus is more customizable and includes integrations with Active Directory and a purchasing system. Both tools have limitations, including issues with technical support.

"...It is very easy to use for our end users and for our help desk agents, everybody can keep track of their issues sent and the issues pending to be resolved, it helps us to see opportunity areas and improves the communication between our support team and our user base, the inventory part is great since it lets us to know where our mobile computers are, who is working with them, and as well for them as for the desktop computers lets us to know if they requiere a warranty renewal and its specs without having to go on site or running a third party tool, in regards the configuration part it requires to improve the quantity of options to make ir easier..." Peer review by Roberto S, IT Support

"...It allows each department to report issues and functions as a help desk...." Peer review by Manager in Information Technology

How can SolarWinds Service Desk and ManageEngine ServiceDesk Plus enhance your Workflow Management process?

Solarwinds Service Desk and Manageengine Servicedesk Plus both focus on workflow management for IT service requests. Solarwinds Service Desk prioritizes user interface customization and mobile app functionality, enabling users to tailor workflows to various needs. Manageengine Servicedesk Plus emphasizes automated tasks and pre-built workflows, aiming to streamline operations and provide a more efficient solution. A limitation of both tools is that they have not fully addressed every aspect of workflow management, as some user comments highlight issues with certain workflows and features.

"...This way, when the requests come to us, they already have workflows built in...." Peer review by Ginger McKenzie, SIS Administrator, Rankin County School District

"...Custom templated workflows, services and incidents allow a lot of time savings...." Peer review by Administrator

How does SolarWinds Service Desk and ManageEngine ServiceDesk Plus address your Knowledge Management Challenges?

Solarwinds Service Desk and Manageengine Servicedesk Plus both offer knowledge base features. Solarwinds Service Desk emphasizes building a customizable knowledge base, while Manageengine Servicedesk Plus focuses on providing a comprehensive knowledge base alongside other functionalities. Both tools have limitations, such as difficulty searching in Solarwinds Service Desk and lacking video tutorials and keyword setup in Manageengine Servicedesk Plus.

"...Cloud based, built on ITIL principles, customer service feedback, built in asset inventory, knowledge base and a service catalog all in one place!..." Peer review by Jodie K., Interim Director of Technology Services, Education

"...It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point...." Peer review from ManageEngine