# Kaseya BMS vs SolarWinds Service Desk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that SolarWinds Service Desk excels in user experience, highlighting its **intuitive interface** and **easy navigation**. Users appreciate the **automated ticketing system** and the ability to add approval steps in workflows, making it a strong choice for teams looking for efficiency.
- **Users say** that Kaseya BMS offers a robust suite of management tools, with seamless integrations that require minimal ongoing input. Reviewers mention the ability to categorize tickets effectively and add tags, which enhances organization and tracking.
- **According to verified reviews** , SolarWinds Service Desk has a significant edge in support quality, with users praising the **strong and responsive customer service**. This support is often cited as a key factor in user satisfaction, especially during implementation.
- **Reviewers mention** that while Kaseya BMS provides a powerful set of tools, it may not match the **ease of use** that SolarWinds Service Desk offers. Users have noted that SolarWinds' setup process is straightforward, contributing to a smoother onboarding experience.
- **G2 reviewers highlight** that SolarWinds Service Desk is particularly well-suited for mid-market companies, with a majority of its users coming from this segment. This focus allows it to cater effectively to the specific needs of these organizations, unlike Kaseya BMS, which is more popular among small businesses.
- **Users report** that both products have strong ticketing systems, but SolarWinds Service Desk stands out with its **highly efficient ticketing features** that streamline incident management. Kaseya BMS, while effective, may not offer the same level of automation and integration that enhances user productivity.



| | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 41 | 785 | 
| **Largest Market Segment** | Small-Business (77.5% of reviews) | Mid-Market (68.3% of reviews) | 
| **Entry Level Price** | No pricing available | $39.00 Per Month | 

---
## Top Pros & Cons

### Kaseya BMS

Pros:
- Efficiency (3 reviews)
- Automation (2 reviews)

Cons:
- Integration Issues (1 reviews)
- Missing Features (1 reviews)

### SolarWinds Service Desk

Pros:
- Ticketing System (8 reviews)
- Asset Management (7 reviews)

Cons:
- Missing Features (5 reviews)
- Asset Management (4 reviews)

---
## Ratings Comparison
| Rating | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (25 reviews) | 8.6 (694 reviews) | 
  | **Ease of Use** | 8.4 (28 reviews) | 9.0 (712 reviews) | 
  | **Ease of Setup** | 8.1 (23 reviews) | 8.6 (572 reviews) | 
  | **Ease of Admin** | 8.5 (20 reviews) | 8.9 (580 reviews) | 
  | **Quality of Support** | 7.8 (26 reviews) | 8.9 (681 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.0 (19 reviews) | 9.0 (560 reviews) | 
  | **Product Direction (% positive)** | 7.2 (25 reviews) | 9.0 (678 reviews) | 

---
## Pricing

### Kaseya BMS

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### SolarWinds Service Desk

#### Entry-Level Pricing

Plan: ESSENTIALS

Price: $39.00 Per Month

Description: Includes:

Key Features:
- Incident Management
- Knowledge Base
- Service Portal

[Browse all 3 editions](https://www.g2.com/products/solarwinds-service-desk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | 8.4/10 | 10 |
| **SolarWinds Service Desk** | 8.5/10 | 143 |

#### Administration

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Change Management** | 7.8 (10 reviews) ✓ Verified | 8.7 (106 reviews) ✓ Verified | 
| **Asset Management** | 8.0 (9 reviews) ✓ Verified | 8.5 (114 reviews) ✓ Verified | 
| **Reports & Analytics** | 7.4 (9 reviews) ✓ Verified | 8.3 (122 reviews) ✓ Verified | 

#### Service Desk

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Help Desk** | 9.3 (10 reviews) ✓ Verified | 9.3 (128 reviews) ✓ Verified | 
| **Incident Reports** | 8.7 (10 reviews) ✓ Verified | 9.2 (126 reviews) ✓ Verified | 
| **Process Workflow** | 9.2 (10 reviews) ✓ Verified | 8.7 (124 reviews) ✓ Verified | 

#### Management

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Reporting** | 7.4 (9 reviews) ✓ Verified | 8.1 (68 reviews) ✓ Verified | 
| **Administration Console** | 9.3 (9 reviews) ✓ Verified | 8.8 (66 reviews) ✓ Verified | 
| **Access Management** | 9.1 (9 reviews) ✓ Verified | 8.5 (65 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (10 reviews) ✓ Verified | 8.3 (61 reviews) ✓ Verified | 
| **Policy Dictation** | 7.8 (9 reviews) | 7.5 (48 reviews) ✓ Verified | 

#### Functionality

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Ticketing System** | 9.4 (8 reviews) ✓ Verified | 9.2 (74 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (9 reviews) | 8.2 (55 reviews) ✓ Verified | 
| **Alerting** | 8.1 (9 reviews) ✓ Verified | 8.7 (62 reviews) ✓ Verified | 
| **Automation** | 8.3 (8 reviews) ✓ Verified | 8.1 (67 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **SolarWinds Service Desk** | 7.6/10 | 108 |

#### Monitoring

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.4 (76 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 8.5 (85 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 8.8 (90 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 4.3 (9 reviews) | 

#### Management Tools

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.0 (96 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 8.7 (99 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 8.4 (85 reviews) ✓ Verified | 

#### Generative AI

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.9 (24 reviews) | 
| **AI Text Summarization** | Not enough data | 6.5 (24 reviews) | 

#### Agentic AI - Incident Management

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **SolarWinds Service Desk** | 8.2/10 | 76 |

#### Asset Inventory

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Hardware Asset Inventory** | Not enough data | 8.6 (66 reviews) | 
| **Software Asset Inventory** | Not enough data | 8.4 (63 reviews) | 
| **Cloud Asset Inventory** | Not enough data | 8.1 (50 reviews) | 
| **Mobile Asset Inventory** | Not enough data | 8.0 (50 reviews) | 
| **Asset Discovery** | Not enough data | 8.0 (60 reviews) | 

#### Generative AI

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Generation** | Not enough data | Feature Not Available | 

#### Agentic AI - IT Asset Management

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Management

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Central Dashboard** | Not enough data | 8.6 (65 reviews) | 
| **Asset Policy Management** | Not enough data | 8.0 (9 reviews) | 
| **Risk Management** | Not enough data | 8.0 (9 reviews) | 
| **Integrations** | Not enough data | 8.1 (57 reviews) | 

### Software Asset Management Tools

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **SolarWinds Service Desk** | N/A | N/A |

#### Functionality

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Software inventory and lifecycle management** | Not enough data | Not enough data | 
| **License entitlement and usage management** | Not enough data | Not enough data | 
| **Vendor management and compliance** | Not enough data | Not enough data | 
| **Automated end user license provisioning** | Not enough data | Not enough data | 
| **Approved app catalogue** | Not enough data | Not enough data | 
| **Customized alerts** | Not enough data | Not enough data | 

#### Agentic AI - Software Asset Management Tools

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

#### Risk assessment

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Shadow IT detection** | Not enough data | Feature Not Available | 
| **Software vulnerability assessment** | Not enough data | Feature Not Available | 
| **Redundant software functionality identification** | Not enough data | Feature Not Available | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Kaseya BMS** | N/A | N/A |
| **SolarWinds Service Desk** | 8.3/10 | 488 |

#### Incident Management

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Automate Ticket Routing** | Not enough data | 8.6 (430 reviews) | 
| **Ticket Prioritization** | Not enough data | 8.6 (423 reviews) | 
| **Ticket Notifications** | Not enough data | 8.8 (459 reviews) | 
| **Knowledge Base** | Not enough data | 8.3 (412 reviews) | 
| **Knowledge Base/Ticket Integration** | Not enough data | 8.5 (396 reviews) | 

#### Reporting

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Dashboards** | Not enough data | 8.3 (455 reviews) | 
| **Time Tracking** | Not enough data | 8.2 (356 reviews) | 
| **Surveys** | Not enough data | 8.0 (329 reviews) | 

#### Access & Usability

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Mobile** | Not enough data | 7.2 (359 reviews) | 
| **Self Service** | Not enough data | 8.5 (401 reviews) | 
| **Active Directory** | Not enough data | 8.3 (340 reviews) | 
| **Multi-Channel Access** | Not enough data | 8.5 (276 reviews) | 

#### Agentic AI - Service Desk

| Feature | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Feature Not Available | 
| **Multi-step Planning** | Not enough data | Feature Not Available | 
| **Cross-system Integration** | Not enough data | Feature Not Available | 
| **Adaptive Learning** | Not enough data | Feature Not Available | 
| **Natural Language Interaction** | Not enough data | Feature Not Available | 
| **Proactive Assistance** | Not enough data | Feature Not Available | 
| **Decision Making** | Not enough data | Feature Not Available | 

---
## Categories
**Shared Categories (1):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**Unique to SolarWinds Service Desk (4):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)


---
## Reviewer Demographics

### By Company Size

| Segment | Kaseya BMS | SolarWinds Service Desk | 
|---|---|---|
| **Small-Business** | 77.5% | 7.9% | 
| **Mid-Market** | 20.0% | 68.3% | 
| **Enterprise** | 2.5% | 23.7% | 

### By Industry

#### Kaseya BMS

- **Information Technology and Services:** 60.0%
- **Computer & Network Security:** 12.5%
- **Farming:** 7.5%
- **Computer Networking:** 7.5%
- **Security and Investigations:** 2.5%
- **Medical Devices:** 2.5%
- **Hospital & Health Care:** 2.5%
- **Graphic Design:** 2.5%
- **Education Management:** 2.5%

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.5%
- **Hospital & Health Care:** 7.5%
- **Higher Education:** 4.8%
- **Education Management:** 4.8%
- **Financial Services:** 4.3%
- **Computer Software:** 4.1%
- **Construction:** 3.2%
- **Retail:** 3.1%
- **Insurance:** 3.1%
- **Non-Profit Organization Management:** 2.7%
- **Other:** 49.8%

---
## Alternatives

### Alternatives to Kaseya BMS

- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1900 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1217 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4485 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1338 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (13122 reviews)
- [Automation Anywhere Agentic Process Automation](https://www.g2.com/products/automation-anywhere-agentic-process-automation/reviews) — 4.5/5 stars (5611 reviews)
- [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) — 4.4/5 stars (310 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1338 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1900 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1217 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4485 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)

---
## Top Discussions

### Kaseya BMS

- Title: [Is there a free trial available?](https://www.g2.com/discussions/is-there-a-free-trial-available) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "You can take BMS for a test drive for 30 days to get a feel for the system and how you will make the migration to our platform. The trial is free of charge..."
- Title: [How does pricing compare to other PSA solutions?](https://www.g2.com/discussions/how-does-pricing-compare-to-other-psa-solutions) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Depending on who you are using for your PSA service, BMS can often be much more enticing from a financial perspective - while matching the feature sets of..."
- Title: [Is BMS in the could or on-premise?](https://www.g2.com/discussions/is-bms-in-the-could-or-on-premise) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "At the moment, BMS is a cloud solution only - so you'll need connectivity to use the platform. We don't have an on-premise version available at this time,..."
- Title: [Does BMS integrate with other Kaseya products?](https://www.g2.com/discussions/does-bms-integrate-with-other-kaseya-products) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "BMS was built to integrate with the Kaseya VSA platform so that ticketing, SLAs, and other key metrics can be shared between the two systems. "
- Title: [What is Kaseya Business Management Solution (BMS)?](https://www.g2.com/discussions/what-is-kaseya-business-management-solution-bms) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Kaseya BMS is a next-generation business management solution that was built specifically to help MSPs spend more time selling and delivering services, and..."

### SolarWinds Service Desk

- Title: [How do I upload a solution article using tablets or phones?](https://www.g2.com/discussions/32754-how-do-i-upload-a-solution-article-using-tablets-or-phones) — 1 comment, 1 upvote
  > **Top comment:** "Unfortunately, we can’t create Solutions from the mobile app.
"
- Title: [Windows Installer](https://www.g2.com/discussions/windows-installer-8d44379e-0179-4f26-9745-c6a388d84665) — 1 comment, 1 upvote
  > **Top comment:** "This one is easy. When Samanage became Solarwinds we quit using the product and went elsewhere. 

Samanage had an EXE and an ISO. I'm none to interested in..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/kaseya-bms-vs-solarwinds-service-desk)