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Spiceworks Cloud Help Desk vs. Splunk Enterprise Security

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Spiceworks Cloud Help Desk

    Score8.2 out of 10
    N/ASpiceworks offers a set of free tools for IT network management and help desk support ticketing. The inventory management system essentially provides comprehensive device information for asset management.

    $0

    (free for 1-5 Seats)

    Splunk Enterprise Security

    Score8.3 out of 10
    N/ASplunk Enterprise Security is an analytics-driven SIEM that helps to combat threats with actionable intelligence and advanced analytics at scale.N/A
    Pricing
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Editions & Modules
    Core Plan
    $0
    Premium
    $6
    per month per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Free Trial
    NoNo
    Free/Freemium Version
    YesNo
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Community Pulse
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Considered Both Products
    Spiceworks Ziff Davis
    No answer on this topic
    Cisco
    No answer on this topic
    Key User Insights
    Would buy again
    97%
    Would buy again
    35 Answers
    99%
    Would buy again
    109 Answers
    Delivers good value for the price
    100%
    Delivers good value for the price
    35 Answers
    94%
    Delivers good value for the price
    90 Answers
    Happy with the feature set
    94%
    Happy with the feature set
    34 Answers
    94%
    Happy with the feature set
    103 Answers
    Lived up to sales and marketing promises
    100%
    Lived up to sales and marketing promises
    27 Answers
    91%
    Lived up to sales and marketing promises
    80 Answers
    Implementation went as expected
    100%
    Implementation went as expected
    31 Answers
    91%
    Implementation went as expected
    90 Answers
    Features
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Incident and problem management
    Comparison of Incident and problem management features of Spiceworks Cloud Help Desk and Splunk Enterprise Security
    Feature
    Spiceworks Cloud Help Desk
    8.1
    56 Ratings
    1% below category average
    Splunk Enterprise Security
    -
    Ratings
    Organize and prioritize service tickets8.855 Ratings00 Ratings
    Expert directory5.548 Ratings00 Ratings
    Subscription-based notifications4.943 Ratings00 Ratings
    ITSM collaboration and documentation9.346 Ratings00 Ratings
    Ticket creation and submission10.055 Ratings00 Ratings
    Ticket response10.054 Ratings00 Ratings
    Self Help Community
    Comparison of Self Help Community features of Spiceworks Cloud Help Desk and Splunk Enterprise Security
    Feature
    Spiceworks Cloud Help Desk
    9.5
    53 Ratings
    17% above category average
    Splunk Enterprise Security
    -
    Ratings
    External knowledge base9.549 Ratings00 Ratings
    Internal knowledge base9.549 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Spiceworks Cloud Help Desk and Splunk Enterprise Security
    Feature
    Spiceworks Cloud Help Desk
    8.7
    53 Ratings
    8% above category average
    Splunk Enterprise Security
    -
    Ratings
    Customer portal9.847 Ratings00 Ratings
    IVR4.512 Ratings00 Ratings
    Social integration9.028 Ratings00 Ratings
    Email support10.047 Ratings00 Ratings
    Help Desk CRM integration10.029 Ratings00 Ratings
    Security Information and Event Management (SIEM)
    Comparison of Security Information and Event Management (SIEM) features of Spiceworks Cloud Help Desk and Splunk Enterprise Security
    Feature
    Spiceworks Cloud Help Desk
    -
    Ratings
    Splunk Enterprise Security
    8.4
    107 Ratings
    6% above category average
    Centralized event and log data collection00 Ratings7.1105 Ratings
    Correlation00 Ratings8.9104 Ratings
    Event and log normalization/management00 Ratings8.9105 Ratings
    Deployment flexibility00 Ratings7.9106 Ratings
    Integration with Identity and Access Management Tools00 Ratings8.9101 Ratings
    Custom dashboards and workspaces00 Ratings9.8107 Ratings
    Host and network-based intrusion detection00 Ratings7.9101 Ratings
    Data integration/API management00 Ratings7.9103 Ratings
    Behavioral analytics and baselining00 Ratings8.899 Ratings
    Rules-based and algorithmic detection thresholds00 Ratings7.9100 Ratings
    Response orchestration and automation00 Ratings7.992 Ratings
    Reporting and compliance management00 Ratings8.9100 Ratings
    Incident indexing/searching00 Ratings8.0106 Ratings
    Best Alternatives
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Small Businesses
    Help Scout
    Score9.3 out of 10
    No answers on this topic
    Medium-sized Companies
    LiveAgent
    Score8.8 out of 10
    IBM Security QRadar SIEM
    Score8.9 out of 10
    Enterprises
    Front
    Score9.2 out of 10
    SolarWinds Security Event Manager (SEM)
    Score8 out of 10
    All AlternativesView all alternativesView all alternatives
    User Ratings
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Likelihood to Recommend
    10.0
    (84 ratings)
    7.1
    (109 ratings)
    Likelihood to Renew
    10.0
    (29 ratings)
    9.1
    (4 ratings)
    Usability
    9.8
    (10 ratings)
    7.0
    (12 ratings)
    Availability
    10.0
    (3 ratings)
    9.1
    (4 ratings)
    Performance
    8.0
    (1 ratings)
    7.0
    (4 ratings)
    Support Rating
    8.7
    (26 ratings)
    7.3
    (8 ratings)
    In-Person Training
    -
    (0 ratings)
    9.1
    (1 ratings)
    Online Training
    -
    (0 ratings)
    8.2
    (1 ratings)
    Implementation Rating
    10.0
    (7 ratings)
    9.1
    (1 ratings)
    Configurability
    -
    (0 ratings)
    7.3
    (1 ratings)
    Contract Terms and Pricing Model
    -
    (0 ratings)
    7.3
    (1 ratings)
    Ease of integration
    -
    (0 ratings)
    6.4
    (1 ratings)
    Product Scalability
    10.0
    (1 ratings)
    8.7
    (98 ratings)
    Professional Services
    -
    (0 ratings)
    9.1
    (1 ratings)
    Vendor post-sale
    -
    (0 ratings)
    8.2
    (1 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    8.2
    (1 ratings)
    User Testimonials
    Spiceworks Cloud Help DeskSplunk Enterprise Security
    Likelihood to Recommend
    Spiceworks Ziff Davis
    It's a great helpdesk solution - we currently have five years of data within it, roughly 25,000 tickets. The older edition is a great inventory and software license tracking tool. It is easy for users to use the interface and submit tickets and requests on the web, and its email integration is solid. The new version is a below-average system monitoring tool, only giving up/down status and a few other metrics.
    Incentivized
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    Cisco
    Based on my experience, Splunk is a strong git for some environments and a poor match for others. The distinction is primarily based on infrastructure complexity and budget. It's perfect for large enterprises with a mix of on-prem/cloud infrastructure. It's not a perfect match for small teams with restricted resources.
    Incentivized
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    Pros
    Spiceworks Ziff Davis
    • It helps to multitask, even on the go with the mobile App.
    • We can customize to meet your needs with automated responses, notifications, and templates.
    • Detailed reports allow managers to keep track [of] and analyze data.
    • Allows for a database to store notes helpful for future tickets.
    Incentivized
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    Cisco
    • Writes Powerful Queries: The queries that can be written using the Splunk Query Language are very powerful and highly customizable to meet every need. Ex: Writing queries to search the intersection of two different sources like Network and Endpoint Logs.
    • Offers Dashboard Abilities: Helps build complex panels for Dashboards in addition to providing several out-of-the-box panels. Ex: creating panels to calculate the performance of analysts in a given timezone.
    • Helpful Search Aids: It helps to set up complex custom alerts very easily. The interesting fields section is very helpful while threat hunting. Ex: It shows all the users and the frequency of each in a failed login event. The user list on the interesting fields is useful to look for suspicious logins.
    Incentivized
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    Cons
    Spiceworks Ziff Davis
    • I have always wanted a way to redirect a support request into another IS bin, such as a development task.
    • It's possible to extract the data from the Spiceworks database, but it would be helpful if the process to do so were easier.
    • Improved ability to customize the system generated emails to improve the formatting and company branding.
    Incentivized
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    Cisco
    • Improved User Interface Customization: While the interface is generally intuitive, providing more options for users to customize their dashboards and views would enhance the overall user experience. Tailoring the interface to specific roles or use cases could be a valuable addition.
    • Simplified Alert Management: Streamlining the process of managing alerts, such as grouping or categorizing them based on severity or type, would make it easier for security teams to prioritize and respond to incidents effectively.
    • Expanded Threat Intelligence Feeds: Increasing the variety and sources of threat intelligence feeds available within ES would provide a broader context for identifying and mitigating emerging threats, ensuring a more comprehensive defense against evolving attack vectors.
    Incentivized
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    Likelihood to Renew
    Spiceworks Ziff Davis
    Spiceworks is a free tool, so there would be no hesitation if we are required to upgrade it. We have installed Spiceworks on a dedicated server with more than enough resources to get the most from this tool, so we will have this running in our department for years to come.
    Incentivized
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    Cisco
    We are very happy with Splunk and would advise anyone to take a serious look at it. It might look pricey but the rewards Splunk offers seem endless.
    Incentivized
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    Usability
    Spiceworks Ziff Davis
    Spiceworks is user friendly and easy to set up. It can be customized to suit your needs. If there are any problems, you can go to the community forums for support and be in contact with many IT Pros, as well as the Spiceworks support staff and development teams who are always happy to help users out
    Incentivized
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    Cisco
    Maintaining hundreds or even 1000+ SOC use cases is really difficult, considering that the Data sources may not always send the data. A module that detects data freshness issues and detect data format changes would be a great help. the main challenge today using Splunk Enterprise Security is making sure that the detection rules are still working properly given all the changes that occur in data source applications. Also, maintaining the data collects on tens of thousands of servers and more than 100k workstations is a real company IT challenge: the splunkbase forwarder may not support old OS anymore, while these are the most important to monitor. Moving to the Open Telemetry collector has become essential so that only 1 agent is required for both SIEM and application observability.
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    Reliability and Availability
    Spiceworks Ziff Davis
    We use it both locally on our own server so up time is decided by us and we also use the hosted help desk. We have never had an outage of that.
    Incentivized
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    Cisco
    I don't think I've ever seen Splunk ES go fully offline or have any downtime greater than a few minutes on rare occasions.
    Incentivized
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    Performance
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    It takes a long time for items to load if you are just generally searching through logs. It is best to use the data models which load faster but can be strange in terms of what is coming from which logs where. Yes, you can look it up, but this also requires familiarity with where things are and how to look them up.
    Incentivized
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    Support Rating
    Spiceworks Ziff Davis
    Spiceworks has been working out of the box, and some of the basic customizations have been successful with just our internal staff handling. We don't have any other issues with the tool. It provides us with the inventory information we want in a quick and concise report in a variety of formats for our team.
    Incentivized
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    Cisco
    It's good when it's responsive, but I've had times where I had to wait quite a while for a response. But these are typically the exceptions rather than the rule. When you do get a response it is always well-informed and appropriate. I would say they've been trending better over time with this.
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    In-Person Training
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    I experienced only on-line training, but the trainers were very professional and competent. Maybe it could be more useful if they also have an experience in projects because sometimes they didn't have a real project experience to communicate to the students. Anyway, it was very interesting and I learned many thing that's very difficoult (or maybe impossible!) to have by myself, aven if I have more than 10 years of Splunk activity experience.
    Incentivized
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    Online Training
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    It was very interesting and I learned many thing that's very difficoult (or maybe impossible!) to have by myself. The only problem was that, when I worked with the Splunk Professional Services, I found some difference between the training contents and the information from PS. In addition is required a long experience on Splunk Enterprise for the data ingestion part, in other words I'm able to work with ES because I'm worling on Splunk since 11 years, otherwise I'd some problem.
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    Implementation Rating
    Spiceworks Ziff Davis
    If you can spin up a VM to run it on, you'll thank yourself later. If you have remote sites, set up a local server (or dedicated computer) at each site and set them up as remote collectors for the main site. You'll save time and bandwidth
    Incentivized
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    Cisco
    It's a fantatic product and it was very useful the presence of Splunk Professional Services for the Design Phase and the final Health Check.
    Incentivized
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    Alternatives Considered
    Spiceworks Ziff Davis
    EGroupware UI is clunky and hard to use, Jira is great but the pricing is expensive in comparison with spice works that has a free version and you can test it out properly before buying and make a correct decision based on your business plan and company objectives with the right software.
    Incentivized
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    Cisco
    Splunk enterprise is the only solution that we’ve been able to identify that provides risk based alerting, which allows our SOC to reduce analyst fatigue which would be a huge problem without it. Before RBA, there were thousands of alerts a day and it was impossible to review all of them
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    Contract Terms and Pricing Model
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    for my exterience, unit pricing and billing frequency are correct. As I already said, I hint to have more discount flexibility, expecially with new customers, because there are competitors less expensive and very aggressive that are dangerous. In addition the possibility to don't pay the license for the development period could be a very interesting feature for the final customers.
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    Scalability
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    - 8 out of 10 and took 2 for the data pipeline and administration part. Even if you'd like to improve yourself or your team, you have to pay a lot of money and it could be more than GIAC education + cert. - Normalization for Data models and CPU-based searches can be a problem sometimes.
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    Professional Services
    Spiceworks Ziff Davis
    No answers on this topic
    Cisco
    I had a fantastic experience with Splunk Professional Services: they worked with us in our last SON project (a SOC migration for a very large customer) and helped to build a multi tenent environment even if ES isn't a multi tenant platform. Th Splunk PS was a very professional and competent people, he is italian and was able to speak with our italian customers.
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    Return on Investment
    Spiceworks Ziff Davis
    • Positive - Allow organizations to implement structured Help Desk procedures.
    • Positive - IT can begin to quantify their tickets and uncover needs within the organization.
    • Positive - IT can develop a solid roadmap with [the] management of future needs, equipment refresh schedules, etc.
    • Positive - IT can pinpoint employees who may need extra training or updated equipment based on historical ticketing data.
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    Cisco
    • We have a 100% success rate on all our ES implementations due to the amazing documentation and Splunk enablement on the subject.
    • Our Splunk ES business has grown 100% YoY for the last 3 years.
    • In terms of long term management and maintenance, ES has been highly stable and predictable, reducing our overhead on costly services team for ad hoc maintenance work.
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