Are you in search of a SolarWinds alternative for managing IT services and improving support processes? Look no further!
SolarWinds announced it would be acquired by private equity firm Turn/River Capital. As with most acquisitions, it introduces uncertainty for current and prospective customers. Concerns about potential cost-cutting measures, changes in service quality, and the broader implications of private equity ownership are driving many organizations to explore other options.
If you're considering a transition, it's essential to explore the available options and conduct a comprehensive ITSM tools comparison.
In this article, we’ll explore some alternatives for SolarWinds, according to their user experience, implementation process, pricing, and more.
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TL;DR
SolarWinds Web Help Desk is a web-based ITSM platform with a user-friendly interface and easy navigation. However, it offers limited customization options and has restricted support for third-party integrations. Users also noted pricing can escalate quickly.Alternatives - Click to navigate to more details
- InvGate Service Management - Modern service desk with AI-powered features, no-code workflows, and intuitive design.
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BMC Helix - Advanced IT Service Management and automation for enterprises.
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Spiceworks - Free (ad-supported) help desk ideal for small teams.
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ManageEngine ServiceDesk Plus - Robust help desk with ITAM and self-hosting flexibility.
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SysAid - Mid-market ITSM with automation and Asset Management.
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ServiceNow - Enterprise-grade service workflows and customization.
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Atera - Bundled help desk and remote monitoring for IT providers.
What is SolarWinds Web Help Desk?
Solarwinds Web Help Desk is a web-based ITSM platform designed to streamline IT operations. It targets organizations seeking efficient service delivery and offers features that support Incident Management, such as automated ticketing and workflow tools.
It supports core ITIL processes like incident, request, and Asset Management, while also offering features such as ticket routing, SLA tracking, and a built-in knowledge base. Its web-based interface allows for quick deployment and ease of use, especially for small to mid-sized IT teams. The platform can be deployed on-premise and is often used alongside other SolarWinds monitoring tools.
SolarWinds acquisition
On February 9, 2025, SolarWinds announced it would be acquired by private equity firm Turn/River Capital in a $4.4 billion deal.
SolarWinds’ leadership expressed optimism about leveraging Turn/River’s expertise to enhance its offerings. However, analysts and industry experts have raised concerns about potential operational changes and cost-cutting measures typical of private equity takeovers, which could impact product development and customer support.
SolarWinds disadvantages
- Advanced features may require additional setup and customization.
- Pricing structure can be complex for smaller organizations.
- Performance may be impacted in large-scale environments with high data loads.
- Some businesses re-evaluated their reliance on SolarWinds due to its past security vulnerabilities,
7 best SolarWinds alternatives
Below, we explore several alternatives to SolarWinds Web Help Desk, focusing specifically on platforms that support help desk and service desk use cases.
InvGate Service Management
InvGate Service Management is a comprehensive ITSM solution that combines a user-friendly interface with ITIL-aligned features to support efficient service delivery, request tracking, and change implementation. The platform includes built-in AI capabilities such as ticket classification, automatic prioritization, and change risk analysis to help teams work faster and reduce errors.
It's trusted by IT teams at organizations such as NASA, KPMG, PWC, Motorola, Peoples Bank, Allianz, and Collins Aerospace. InvGate stands out for its ease of use, strong support, and balanced price-to-capability ratio.
InvGate Service Management features
- Self-service portal with customizable knowledge base.
- No-code workflow builder with automation and approval logic.
- AI-powered ticket categorization, prioritization, and risk assessment.
- Intuitive interface with quick learning curve.
- Detailed reports and dashboards.
- Integration with InvGate Asset Management for complete asset visibility.
InvGate pricing details
Plans start at $17 per agent per month for Service Management. InvGate Asset Management's starter plan is priced at $0.21 per node per month. We also offer a free trial to test the software.
InvGate user reviews and ratings
Users highlight the clean UI, responsive support, and powerful automation as key benefits.
- Gartner Peer Reviews score: 4.6
- G2 score: 4.6/5
"The whole process from demo, to quoting, implementation, and launch has been great. We have a small team and was able to get this project complete ahead of deadline with the help of the great implementation team". - User review from Gartner, Assistant Director in a Government organization
"The support team is knowledgeable and responsive. It has all the most common features you could expect from a cloud service ticketing system today, and they work well (knowledgebase, self-service portal, task assignments, approval flows, time management, reporting). The bang for the buck is excellent." - User review from Gartner, System Administrator in Non-Government organization
Jira Service Management
Jira Service Management, developed by Atlassian, is designed to bridge IT and development teams by unifying service operations with software delivery. It provides ITIL-compliant service desk capabilities within the broader Atlassian platform and integrates deeply with Jira Software, Confluence, and Bitbucket. It supports both IT and business teams looking to manage requests, changes, and incidents in a fast-paced environment.
Jira Service Management features
- Incident and request management integrated with Jira tickets.
- Change Management workflows linked to development pipelines.
- Jira Service Management pros and cons.
Pros:
- Great for DevOps environments.
- Strong automation rules.
- Developer community support.
Cons:
- Requires Atlassian ecosystem familiarity.
- Asset module only available in higher-tier plans.
Jira Service Management pricing details
- Free plan available (up to 3 agents)
- Standard: $21/user/month
- Premium: $47/user/month
Jira Service Management user reviews and ratings
Customers highlight its Jira integration and flexibility, but mention a learning curve.
- Gartner Peer Reviews score: 4.5
- G2 score: 4.2
"Powerful but complex to administrate. Flexibility of workflow design. Quite easy to learn for users. Business model changes while customers are locked-in."
User review from Gartner, CTO
BMC Helix
BMC Helix is a cloud-native ITSM platform built for large organizations that need to manage complex service environments. It offers advanced automation and cross-team collaboration capabilities. The help desk module includes configurable workflows, SLA tracking, and self-service portals.
BMC Helix features
- Incident and request management.
- Smart ticket routing and resolution suggestions.
- Role-based dashboards and reporting.
BMC Helix pros and cons
Pros:
- Strong AI features for ticket handling.
- Scalable for complex enterprise needs.
Cons:
- Steep learning curve.
- High cost and configuration time.
BMC Helix pricing details
- Custom pricing.
- Based on modules and user tiers.
BMC Helix user reviews and ratings
Customers value its deep features but note onboarding challenges.
- Gartner Peer Reviews score: 4.3
- G2 score: 3.7
"Very modernized tool to automate and manage your operations. It helps in tracking tickets, tasks, changes, data. Great support team. Expensive compared to other ITSM tools. Not easy to maintain, sometimes causes troubles like performance issues."
User review from G2, IT Manager
Spiceworks
Spiceworks Help Desk is a free tool focused on simplifying IT support ticketing. While limited in scale, its solutions cover basic help desk ticketing and network scanning. It also has a strong user community that contributes to plugins and knowledge sharing.
Spiceworks features
- Email-to-ticket conversion.
- Custom ticket fields and automation.
- Knowledge base and user portal.
Spiceworks pros and cons
Pros:
- Free to use.
- Easy to install and configure.
Cons:
- Limited integrations and analytics.
- Ad-supported platform.
Spiceworks pricing details
Free - Spiceworks free version is more basic and ad-supported (which some users find distracting or intrusive). Premium plan is available for an ad-free experience.
Spiceworks user reviews and ratings
Praised for being cost-effective; lacks scalability.
- Gartner Peer Reviews score: 4.1
- G2 score: 4.3
"It is simple, streamlined and perfect for a small business help desk. I can set up my agents, ticket notifications and start receiving tickets in minutes, and it is easy to use. Not too much functionality, which is fine considering the price point. As more updates come out for it that, it gets clunkier."
User review from G2
ManageEngine ServiceDesk Plus
ServiceDesk Plus by ManageEngine is a flexible ITSM tool with a strong focus on service desk management. It offers on-premise and cloud deployments, with modules for ticketing, Asset Management, Change Management, and self-service portals. The platform is widely used in both enterprise and public-sector environments.
ManageEngine ServiceDesk Plus features
- Request, incident, and Change Management.
- Built-in asset tracking and CMDB.
- Customizable forms and workflows.
- SLA management and automation.
ManageEngine ServiceDesk Plus pros and cons
Pros:
- Modular feature set.
- Available on-premise or in the cloud.
Cons:
- UI can feel dated.
- Full feature set requires higher-tier plans.
ManageEngine ServiceDesk Plus pricing details
Pricing starts from $13 per technician per month for the Standard Cloud edition, $27 per technician per month for the Professional edition, and $67 per technician per month for the Enterprise edition.
Pricing can vary based on the specific needs and features required, with options to customize the number of technicians and IT assets.
ManageEngine ServiceDesk Plus user reviews and ratings
Overall positive feedback for its all-in-one service desk approach.
- Gartner Peer Reviews score: 4.3
- G2 score: 4.2
"Overall, the software is OK for a service desk or helpdesk tool. It can be very flexible, but requires some coding to really get it working right. Their support team will assist with the coding often times, but they can be difficult to work with. The tool does work fine as a helpdesk software, it is definitely better than some I have used. The interface is not as smooth as others I have used, unfortunately."
User review from Gartner
SysAid
SysAid is a service desk solution with integrated automation and Asset Management. Targeting mid-sized organizations, it helps IT teams reduce resolution times by combining incident management with workflow automation and remote tools.
SysAid features
- Incident and request handling with routing rules.
- Workflow automation builder.
- Built-in remote desktop and asset tracking.
- End-user self-service portal.
SysAid pros and cons
Pros:
- Strong automation support.
- Good balance of features for price.
Cons:
- UI can be slow.
- Reports need more flexibility.
SysAid pricing details
Pricing details are available upon request, based on user count and modules selected.
SysAid user reviews and ratings
Users appreciate its depth, automation, and affordability.
- Gartner Peer Reviews score: 4.6
- G2 score: 4.5
"It is the best ITSM tool with reasonable pricing. It automatically categorizes, prioritizes and assigns tickets based on the the predefined template. Integration of SysAid with existing tools is a bit time-consuming.”User review from Gartner, IT Manager
ServiceNow
ServiceNow is a cloud-native platform offering ITSM, ITOM, HR, and enterprise workflow automation at scale. Known for its flexibility and integration ecosystem, it helps large organizations build structured processes around service delivery. It supports extensive customization and suits businesses with mature IT operations and high compliance needs.
ServiceNow features
- Incident and problem workflows.
- Self-service portal and knowledge base.
- SLA tracking and escalation rules.
- Virtual Agent and chatbot options.
ServiceNow pros and cons
Pros:
- Scalable across departments.
- Deep automation and reporting options.
Cons:
- High cost of ownership.
- Difficult to implement and customize, requires expert guidance.
- Overkill for small IT teams.
ServiceNow pricing details
Pricing not public; enterprise licensing.
ServiceNow user reviews and ratings
Praised for functionality; criticized for complexity and cost.
- Gartner Peer Reviews score: 4.8
- G2 score: 4.3
"ServiceNow’s ITSM offering is remarkably comprehensive. It enables standardized operations with strong automation and governance capabilities. While the platform is highly customizable, the learning curve can be steep for new users, particularly in complex enterprise environments."
User review from G2
Atera
Atera combines remote monitoring and management with help desk features in a single platform. It’s commonly used by managed service providers and IT consultants. The help desk module includes ticketing, automation, and remote support capabilities.
Atera features
- Automated patch management.
- Remote access and scripting.
- Network discovery.
Atera pros and cons
Pros:
- Fixed pricing per technician.
- Quick to deploy.
Cons:
- Limited advanced analytics.
- Reporting options are basic.
Atera pricing details
- Pricing starts at $129/technician/month.
- 30-day free trial.
Atera user reviews and ratings
Commonly praised for simplicity and value, with some criticism around analytics depth.
- Gartner Peer Reviews score: 4.8
- G2 score: 4.6
"The software is stable and easy to use. It makes things quick and simple to setup and run for both techs and general users in remote offices. Atera is a growing platform. That means not everything you might find in the larger competitor's products are available."
User review from G2, CEO
In conclusion
When seeking a SolarWinds alternative, InvGate Service Management emerges as a strong contender that offers a range of advantages. Its user-centric design, easy implementation, robust integration capabilities, responsive support, and cost-effective pricing make it a viable choice for organizations seeking to enhance their IT service delivery and streamline their operations.
As your IT Service Management solution, InvGate Service Management will help you streamline your IT support processes, improve efficiency, and deliver exceptional service to end-users. Request a 30-day free trial or book a meeting with our experts if you have any questions!
