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Spiceworks Cloud Help Desk vs. Trellix Enterprise Security Manager

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Spiceworks Cloud Help Desk

    Score8.3 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)

    Trellix Enterprise Security Manager

    Score8.6 out of 10
    N/ATrellix Enterprise Security Manager (formerly McAfee Enterprise Security Manager) is security information and event management (SIEM) software.N/A
    Pricing
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    Editions & Modules
    Core Plan
    $0
    Premium
    $6
    per month per user
    No answers on this topic
    Offerings
    Pricing Offerings
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    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 DeskTrellix Enterprise Security Manager
    Considered Both Products
    Spiceworks Ziff Davis
    No answer on this topic
    Trellix (Musarubra US LLC)
    No answer on this topic
    Key User Insights
    Would buy again
    97%
    Would buy again
    35 Answers
    No answers on this topic
    Delivers good value for the price
    100%
    Delivers good value for the price
    35 Answers
    No answers on this topic
    Happy with the feature set
    94%
    Happy with the feature set
    34 Answers
    No answers on this topic
    Lived up to sales and marketing promises
    100%
    Lived up to sales and marketing promises
    27 Answers
    No answers on this topic
    Implementation went as expected
    100%
    Implementation went as expected
    31 Answers
    No answers on this topic
    Features
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    Incident and problem management
    Comparison of Incident and problem management features of Spiceworks Cloud Help Desk and Trellix Enterprise Security Manager
    Feature
    Spiceworks Cloud Help Desk
    8.1
    56 Ratings
    0% below category average
    Trellix Enterprise Security Manager
    -
    Ratings
    Organize and prioritize service tickets8.955 Ratings00 Ratings
    Expert directory5.448 Ratings00 Ratings
    Subscription-based notifications4.743 Ratings00 Ratings
    ITSM collaboration and documentation9.446 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 Trellix Enterprise Security Manager
    Feature
    Spiceworks Cloud Help Desk
    9.6
    53 Ratings
    20% above category average
    Trellix Enterprise Security Manager
    -
    Ratings
    External knowledge base9.649 Ratings00 Ratings
    Internal knowledge base9.649 Ratings00 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Spiceworks Cloud Help Desk and Trellix Enterprise Security Manager
    Feature
    Spiceworks Cloud Help Desk
    8.7
    53 Ratings
    9% above category average
    Trellix Enterprise Security Manager
    -
    Ratings
    Customer portal9.947 Ratings00 Ratings
    IVR4.412 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 Trellix Enterprise Security Manager
    Feature
    Spiceworks Cloud Help Desk
    -
    Ratings
    Trellix Enterprise Security Manager
    8.4
    9 Ratings
    5% above category average
    Centralized event and log data collection00 Ratings8.69 Ratings
    Correlation00 Ratings7.09 Ratings
    Event and log normalization/management00 Ratings8.09 Ratings
    Deployment flexibility00 Ratings8.39 Ratings
    Integration with Identity and Access Management Tools00 Ratings9.37 Ratings
    Custom dashboards and workspaces00 Ratings9.39 Ratings
    Host and network-based intrusion detection00 Ratings8.37 Ratings
    Data integration/API management00 Ratings9.32 Ratings
    Behavioral analytics and baselining00 Ratings8.62 Ratings
    Rules-based and algorithmic detection thresholds00 Ratings8.62 Ratings
    Response orchestration and automation00 Ratings8.02 Ratings
    Reporting and compliance management00 Ratings8.62 Ratings
    Incident indexing/searching00 Ratings7.62 Ratings
    Best Alternatives
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    Small Businesses
    Intercom
    Score7.5 out of 10
    No answers on this topic
    Medium-sized Companies
    LiveAgent
    Score8.7 out of 10
    IBM Security QRadar SIEM
    Score8.4 out of 10
    Enterprises
    Front
    Score9.2 out of 10
    SolarWinds Security Event Manager (SEM)
    Score8.2 out of 10
    All AlternativesView all alternativesView all alternatives
    User Ratings
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    Likelihood to Recommend
    10.0
    (84 ratings)
    9.0
    (9 ratings)
    Likelihood to Renew
    10.0
    (29 ratings)
    -
    (0 ratings)
    Usability
    9.9
    (10 ratings)
    -
    (0 ratings)
    Availability
    10.0
    (3 ratings)
    -
    (0 ratings)
    Performance
    8.0
    (1 ratings)
    -
    (0 ratings)
    Support Rating
    8.7
    (26 ratings)
    6.5
    (2 ratings)
    Implementation Rating
    10.0
    (7 ratings)
    -
    (0 ratings)
    Product Scalability
    10.0
    (1 ratings)
    -
    (0 ratings)
    User Testimonials
    Spiceworks Cloud Help DeskTrellix Enterprise Security Manager
    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
    Read full review
    Trellix (Musarubra US LLC)
    I believe that McAfee Enterprise Security Manager is best-suited for anyone in an office setting with a computer containing sensitive information. McAfee Enterprise Security Manager is constantly working to make sure that your device is free from an threats. Our field workers, however, probably wouldn't have a need for McAfee Enterprise Security Manager. They do not use computers for work and have no sensitive information stored in a work-related cloud.
    Incentivized
    Read full review
    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
    Read full review
    Trellix (Musarubra US LLC)
    • McAfee Enterprise Security Manager has a large library of pre-made correlations that reduces the amount of work needed to make it functional.
    • This is a core McAfee product that is still getting support.
    • It has a substantial amount of compatibility and integration with other products.
    Incentivized
    Read full review
    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
    Read full review
    Trellix (Musarubra US LLC)
    • The user interface is not the best, it is still based on Flash player (but they have plans to migrate to HTML5).
    • While the "user" interface is pretty straight forward, the management interface is fairly complicated.
    Incentivized
    Read full review
    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
    Read full review
    Trellix (Musarubra US LLC)
    No answers on this topic
    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
    Read full review
    Trellix (Musarubra US LLC)
    No answers on this topic
    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
    Read full review
    Trellix (Musarubra US LLC)
    No answers on this topic
    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
    Read full review
    Trellix (Musarubra US LLC)
    McAfee Enterprise Security Manager overall is a great tool. It is effective in today's setting, wherein lots of potential threats are lurking. Its operations within the network are seamless. Users won't even notice that a SIEM is working in the background. But in today's trend, most of the businesses is heading towards the migration to cloud, which McAfee should improve its integration with.
    Incentivized
    Read full review
    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
    Read full review
    Trellix (Musarubra US LLC)
    No answers on this topic
    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
    Read full review
    Trellix (Musarubra US LLC)
    We selected McAfee Enterprise Security Manager because the pricing is competitive in the industry. It is very reliable. The vendor offers good support in real time. Offers the results that we have been looking for. The ability to get the logs may be of last 2 years in a matter of seconds. The ability to retain logs for a very long time.
    Incentivized
    Read full review
    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.
    Incentivized
    Read full review
    Trellix (Musarubra US LLC)
    • Centralisation of events form NIDS/IPS/IDS, Firewall(s), Web Proxy and Endpoint
    • Ability to have third party management
    • Actively upgraded product with good vendor support
    Incentivized
    Read full review
    ScreenShots