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Top Rated
146 Ratings
83 Ratings
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Score 7.9 out of 100

SolarWinds Service Desk

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Top Rated
146 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

Cherwell Service Management

Cherwell is a good choice for any sized enterprise that needs an extremely customizable IT help desk solution that triggers (again, entirely customizable) automated actions, spawns workflows (and auto-spawns tasks and sub-tasks for them) for multiple IT technicians and multiple tiers of technicians. It can do project management, change management, asset management, all the same things that the others can do and far, far more. If you do NOT need a highly customized help desk solution and if you don't need automated workflow creation and task tracking, then you could buy a less expensive solution that you can use out of the box without any of the frills. But as I said, Cherwell can do a lot more than just IT help desk, and it has a huge array of "plug-in" / "add-on" features, most of which are free, that make every Cherwell implementation completely unique to the enterprise that uses it. Cherwell is just right for a company that wants to manage and customize the help desk application with a PTE resource. I manage it myself at my company, and I spend very little time maintaining it now that it's solidly established ... although it's so much fun to customize that I wish I had more time to add new features and play with it. I do strongly advise some training for the admins ... your Cherwell admins MUST take the online, instructor-led introductory admin class to kick you off, and you MUST have implementation help from Cherwell to setup your instance, especially their hosted offering, over which you don't have database admin control (you can't even turn it on to get it working without their help). But after that, there is very little support needed from your own in-house Cherwell admin resource, unless, of course, you are constantly growing the solution to make it do more. I can see how that could happen because Cherwell can do almost anything. I can imagine some departments wanting to make it into the swiss-army-knife of IT .. and HR .. and facilities .... and physical security ... and you could spend many hours down the rabbit hole doing that if you wanted to
Jane Updegraff | TrustRadius Reviewer

SolarWinds Service Desk

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Cherwell Service Management
8.4
SolarWinds Service Desk
7.8
Organize and prioritize service tickets
Cherwell Service Management
8.7
SolarWinds Service Desk
9.3
Expert directory
Cherwell Service Management
8.3
SolarWinds Service Desk
7.5
Service restoration
Cherwell Service Management
8.0
SolarWinds Service Desk
6.9
Self-service tools
Cherwell Service Management
8.5
SolarWinds Service Desk
7.8
Subscription-based notifications
Cherwell Service Management
8.1
SolarWinds Service Desk
8.4
ITSM collaboration and documentation
Cherwell Service Management
8.4
SolarWinds Service Desk
8.1
ITSM reports and dashboards
Cherwell Service Management
8.8
SolarWinds Service Desk
6.5

ITSM asset management

Cherwell Service Management
8.3
SolarWinds Service Desk
6.8
Configuration mangement
Cherwell Service Management
8.3
SolarWinds Service Desk
6.9
Asset management dashboard
Cherwell Service Management
8.7
SolarWinds Service Desk
6.8
Policy and contract enforcement
Cherwell Service Management
8.1
SolarWinds Service Desk
6.8

Change management

Cherwell Service Management
8.6
SolarWinds Service Desk
8.0
Change requests repository
Cherwell Service Management
8.4
SolarWinds Service Desk
8.6
Change calendar
Cherwell Service Management
8.6
SolarWinds Service Desk
7.6
Service-level management
Cherwell Service Management
8.7
SolarWinds Service Desk
7.8

Pros

Cherwell Service Management

  • After proper training on setting up the views and servers, Cherwell did a good job separating various department ownership of tickets. Our work views weren't cluttered with irrelevant information.
  • There is a lot of information that can be embedded into tickets. Such as sub-task assignments that could contain almost the same information as a ticket itself. Lot of customization options.
  • Custom personal dashboards were nice, once I figured out how to do it. Not everyone wants to see things the same way as other people, and being able to move touch points where you want is always a plus.
David Crawford | TrustRadius Reviewer

SolarWinds Service Desk

  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
Anonymous | TrustRadius Reviewer

Cons

Cherwell Service Management

  • Sometimes comments made on a ticket do not generate emails to the technician who owns it, and they will not know there is an update from the customer without checking it
  • Sometimes I will see an error pop up when copying text but it can easily be closed
  • Sometimes the time-out window for staying logged in does not appear on top of other applications so I will not know it's logging me out
Robbie Speers | TrustRadius Reviewer

SolarWinds Service Desk

  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
Kevin Staton | TrustRadius Reviewer

Likelihood to Renew

Cherwell Service Management

Cherwell Service Management 8.5
Based on 4 answers
We stay on maintenance for support and upgrades. We rely on this product for our internal operations and need to have a maintenance contract so there is some vendor support in the event of a disaster, so we opted to renew. The more recent versions of Cherwell also have some new exciting features that we're also hoping to be able to implement.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 answers
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Chris Peters Sr. | TrustRadius Reviewer

Usability

Cherwell Service Management

Cherwell Service Management 8.0
Based on 1 answer
Cherwell Service Managment is a really good tool because it allows us to create tickets in the app, from the web, or from emails.
Michał Sabat | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 7 answers
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Treyce Miller | TrustRadius Reviewer

Reliability and Availability

Cherwell Service Management

Cherwell Service Management 9.0
Based on 4 answers
No answer on this topic is available.

SolarWinds Service Desk

SolarWinds Service Desk 7.3
Based on 13 answers
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Connie Inman | TrustRadius Reviewer

Performance

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 7 answers
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Treyce Miller | TrustRadius Reviewer

Support Rating

Cherwell Service Management

Cherwell Service Management 8.6
Based on 27 answers
We generally have a good time with Cherwell support, however, there are the few niche cases where I have to explain how Cherwell works to the customer support agent on the other end. A little more product education for tier 1 support could go a long way in helping expedite support requests from SaaS customers.
Zachary Louis | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 87 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | TrustRadius Reviewer

Online Training

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 5 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

Cherwell Service Management

CIT had used HEAT for 15 years, which was about 10 years more than we should have. Our HEAT implementation was extremely customized and though we used HEAT well and our processes were melded with HEAT, there were many areas for improvement. Tickets would get lost or a task would be lost or the ticket would go through many hands without proper documentation. It was just fairly clunky and not very scaleable.
Michael J Mandeville | TrustRadius Reviewer

SolarWinds Service Desk

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Anonymous | TrustRadius Reviewer

Scalability

Cherwell Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 4 answers
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Connie Inman | TrustRadius Reviewer

Return on Investment

Cherwell Service Management

  • Having a single SaaS instance of Cherwell has allowed our organization for the first time seamlessly transfer tickets across regions and allow for unprecedented communication between our groups. We look forward to opening the tool to all global IT teams and incorporating all major modules (Problem, Change, CI & Knowledge and more!) where we'll finally all be on the same tool and various IT data will finally all be in a relational database.
  • Ongoing costs can be lowered because we now have enough in-house expertise to manage most of our routine Cherwell modifications and management.
  • Once Cherwell is fully implemented at our organization, we'll be able to do with several separate systems and databases where all IT information is currently stored which will make things more simple and cost-effective to maintain.
Brandon Joseph | TrustRadius Reviewer

SolarWinds Service Desk

  • SLA Management is working well as built, allowing for follow-ups.
  • Notifications are working extremely well for SLA Management and tickets in general.
  • Processing e-mail-to-incident is works very well, having no issues.
  • Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
  • SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
  • The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
  • Domain mapping, when licensed, helps by granting users an easy to remember link to access.
  • Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
Anonymous | TrustRadius Reviewer

Screenshots

Cherwell Service Management

Pricing Details

Cherwell Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cherwell Service Management
7.9
SolarWinds Service Desk
8.6

Likelihood to Renew

Cherwell Service Management
8.5
SolarWinds Service Desk
8.0

Usability

Cherwell Service Management
8.0
SolarWinds Service Desk
8.3

Reliability and Availability

Cherwell Service Management
9.0
SolarWinds Service Desk
7.3

Performance

Cherwell Service Management
SolarWinds Service Desk
8.0

Support Rating

Cherwell Service Management
8.6
SolarWinds Service Desk
8.2

In-Person Training

Cherwell Service Management
SolarWinds Service Desk
9.1

Online Training

Cherwell Service Management
SolarWinds Service Desk
8.2

Implementation Rating

Cherwell Service Management
SolarWinds Service Desk
8.0

Scalability

Cherwell Service Management
SolarWinds Service Desk
8.2

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