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Cherwell Service Management vs SolarWinds Web Help Desk comparison

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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
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management.""The dashboard and the reporting functionality are the solution's most valuable features."

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"It is easy to use.""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
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost.""Application service mapping, GRC, SecOps, and things like that need improvement.""The stability, specifically in the on-premises deployment model, could be improved."

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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.""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)."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "They charge by the technician. It costs $117 per technician per year."
  • "When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable."
  • More SolarWinds Web Help Desk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer: 
    For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer: 
    Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer: 
    When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable. The licensing fees are fine.
    Top Answer: 
    They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products. I don't feel that we receive… more »
    Ranking
    25th
    out of 55 in Help Desk Software
    Views
    1,583
    Comparisons
    1,201
    Reviews
    2
    Average Words per Review
    385
    Rating
    7.0
    27th
    out of 55 in Help Desk Software
    Views
    1,068
    Comparisons
    846
    Reviews
    2
    Average Words per Review
    719
    Rating
    6.0
    Comparisons
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

    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 Cherwell Service Management
    Learn more about SolarWinds Web Help Desk
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    Instacart
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider14%
    Government7%
    Educational Organization6%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider20%
    Government7%
    Manufacturing Company4%
    Find out what your peers are saying about Cherwell Service Management vs. SolarWinds Web Help Desk and other solutions. Updated: January 2022.
    564,643 professionals have used our research since 2012.

    Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews while SolarWinds Web Help Desk is ranked 27th in Help Desk Software with 2 reviews. Cherwell Service Management is rated 7.0, while SolarWinds Web Help Desk is rated 6.0. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of SolarWinds Web Help Desk writes "Has good search functionalities but the interface feels clunky". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Ivanti Service Desk and TOPdesk, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, ServiceNow, JIRA Service Management, Spiceworks and IBM Maximo. See our Cherwell Service Management 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.