N-able MSP Manager vs. Serviceware Processes

N-able MSP Manager

Serviceware Processes

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
N-able MSP Manager	Score 8.6 out of 10	N/A	N-able™ MSP Manager (formerly Solarwinds MSP Manager) is a cloud-based help desk and billing software for IT service providers, which includes a ticketing system, customer portal, technician mobile apps, billing tools, and reporting dashboards. MSP Manager offers a lightweight ticketing system with a quick entry feature that allows users to capture essential information such as customer name, service items, and issue details from any screen. Tickets can also be…	N/A
Serviceware Processes	Score 9.0 out of 10	N/A	helpLine was an ITSM solution developed by the European IT service software company of the same name headquartered in Germany, acquired by Serviceware and now representing the central process platform for the Serviceware Enterprise Service Platform, rebranded Serviceware Processes.	N/A

Pricing

N-able MSP Manager

Serviceware Processes

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
N-able MSP Manager	Serviceware Processes
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	N-able MSP Manager	Serviceware Processes
Top Pros	Pro Easy to use Pro Month end Pro Quick to respond	Pro Customer care number Pro Customer care Pro Care number
Top Cons	Minus Custom templates Minus Reporting capabilities Minus Quick and simple	Minus Task management Minus Management tool Minus Better integrated

Features

N-able MSP Manager

Serviceware Processes

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	N-able MSP Manager 5.3 4 Ratings 43% below category average	Serviceware Processes 8.9 1 Ratings 8% above category average
Organize and prioritize service tickets	4.54 Ratings	10.01 Ratings
Expert directory	3.54 Ratings	9.01 Ratings
Service restoration	3.92 Ratings	6.01 Ratings
Self-service tools	3.54 Ratings	9.01 Ratings
Subscription-based notifications	7.33 Ratings	9.01 Ratings
ITSM collaboration and documentation	7.33 Ratings	10.01 Ratings
ITSM reports and dashboards	7.33 Ratings	9.01 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	N-able MSP Manager 6.7 3 Ratings 21% below category average	Serviceware Processes 8.3 1 Ratings 1% above category average
Configuration mangement	6.33 Ratings	9.01 Ratings
Asset management dashboard	7.23 Ratings	9.01 Ratings
Policy and contract enforcement	00 Ratings	7.01 Ratings

Change management

Comparison of Change management features of Product A and Product B
	N-able MSP Manager 2.8 4 Ratings 100% below category average	Serviceware Processes 10.0 1 Ratings 17% above category average
Change calendar	1.01 Ratings	00 Ratings
Service-level management	4.54 Ratings	10.01 Ratings
Change requests repository	00 Ratings	10.01 Ratings

Best Alternatives
	N-able MSP Manager	Serviceware Processes
Small Businesses	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Medium-sized Companies	Agiloft Flexible Service Desk Suite Score 9.0 out of 10	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Enterprises	Ivanti Neurons for ITSM Score 9.2 out of 10	Ivanti Neurons for ITSM Score 9.2 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	N-able MSP Manager	Serviceware Processes
Likelihood to Recommend	4.0 (4 ratings)	9.0 (1 ratings)
Support Rating	3.9 (2 ratings)	9.0 (1 ratings)

User Testimonials
	N-able MSP Manager	Serviceware Processes
Likelihood to Recommend	N-able It's a good company to grow with because as needs change there are more features available. Incentivized Tamara Ham Secretary Read full review	Serviceware You can build every business process with helpLine. The Code is completely free (C#). The only limitations you have are in the GUI, there you probably will miss something. But the Servicemask can be designed free. Incentivized Verified User Anonymous Read full review
Pros	N-able Web Based Automated Ticket creation Incentivized CM chris maddox Senior Consultant Read full review	Serviceware No implementation limits. Easy handling (masks can be designed freely). Various interfaces are available. With C# code a lot can be done. Incentivized Verified User Anonymous Read full review
Cons	N-able It is just simply too slow! The web interface requires patience, even when moving between tabs or menu choices. This is by far the biggest detracting element of MSP Manager. Input customization -- I would like the settings pages to allow me to customize some input screens, especially the Ticket Entry window. The "Quick Ticket" entry is missing a few key items I want in a trouble ticket, and the full ticket entry window has numerous fields I never use or are always the same, and so it just takes more time and effort than is necessary. Both the asset tracking and the knowledge base should be more robust and integrally tied into the RMM console, so that licenses, serial numbers, procedures, network data are quick and simple to access from either interface. Incentivized Les Klassen Hamm Owner Read full review	Serviceware The task management tool could be better integrated. Relatively high memory usage for heavy users. Incentivized Verified User Anonymous Read full review
Support Rating	N-able They're good at resolving issues when they arise. Incentivized Tamara Ham Secretary Read full review	Serviceware In case of bugs or coding problems you have to be more specific. Otherwise, they are not forwarded to the development team or it is quickly said that a consultant has to look at this for a fee. Incentivized Verified User Anonymous Read full review
Alternatives Considered	N-able MSP Manager is a fully serviced paid option. Spiceworks is a free helpdesk. They both are very useful, but a company can just outgrow Spiceworks. Incentivized Verified User Anonymous Read full review	Serviceware Unfortunately I have no experience with other products. Incentivized Verified User Anonymous Read full review
Return on Investment	N-able We have had to spend time and resources to create our own reports, as MSP Manager does not have them. Searching for a ticket requires scrolling, wasting time Incentivized CM chris maddox Senior Consultant Read full review	Serviceware We can handle tickets faster. No double tickets anymore because of the contact assignment. One mailbox where every mail will be processed. Incentivized Verified User Anonymous Read full review
ScreenShots	N-able MSP Manager Screenshots