# SolarWinds Service Desk vs Xurrent ITSM 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 straightforward design, which makes it accessible for all team members, while also noting the effectiveness of its **automated ticketing system**.
- **According to verified reviews** , Xurrent ITSM is praised for its **continuous development of new features** and **ease of configuration**. Users find that the platform simplifies incident and change management, making it less burdensome for IT staff, which is a significant advantage for teams looking for a less complicated solution.
- **Users say** that SolarWinds Service Desk offers strong support, with many recent reviewers mentioning the **responsive customer service** and **quick implementation** process. This level of support is crucial for teams that need to get up and running swiftly without extensive downtime.
- **Reviewers mention** that while Xurrent ITSM has a clear interface, it faces challenges in overall user satisfaction, reflected in its lower G2 Score. Users have noted that despite its strengths, it may not meet all specific workflow needs as effectively as SolarWinds Service Desk.
- **G2 reviewers highlight** that SolarWinds Service Desk's integration of **IT asset management** is a key strength, allowing for seamless tracking and management of assets within the service desk environment. This feature is particularly beneficial for mid-market companies looking to streamline their IT operations.
- **According to recent feedback** , Xurrent ITSM's performance as a cloud application is noted as a positive aspect, but users still prefer SolarWinds Service Desk for its **robust reporting capabilities** and **analytics features** , which help teams keep track of SLAs and improve service delivery.



| | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 783 | 87 | 
| **Largest Market Segment** | Mid-Market (68.3% of reviews) | Enterprise (54.3% of reviews) | 
| **Entry Level Price** | $39.00 Per Month | No pricing available | 

---
## Top Pros & Cons

### SolarWinds Service Desk

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

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

### Xurrent ITSM

Pros:
- Ease of Use (14 reviews)
- Features (7 reviews)

Cons:
- Missing Features (5 reviews)
- Limited Features (4 reviews)

---
## Ratings Comparison
| Rating | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
  | **Meets Requirements** | 8.6 (694 reviews) | 8.9 (69 reviews) | 
  | **Ease of Use** | 9.0 (711 reviews) | 9.1 (70 reviews) | 
  | **Ease of Setup** | 8.6 (572 reviews) | 8.7 (49 reviews) | 
  | **Ease of Admin** | 8.9 (580 reviews) | 8.6 (48 reviews) | 
  | **Quality of Support** | 8.9 (680 reviews) | 9.1 (68 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.0 (560 reviews) | 9.2 (47 reviews) | 
  | **Product Direction (% positive)** | 9.0 (678 reviews) | 9.8 (64 reviews) | 

---
## Pricing

### 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

### Xurrent ITSM

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

---
## Features Comparison By Category

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.5/10 | 142 |
| **Xurrent ITSM** | 8.4/10 | 45 |

#### Administration

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Change Management** | 8.7 (106 reviews) ✓ Verified | 8.6 (41 reviews) | 
| **Asset Management** | 8.5 (113 reviews) ✓ Verified | 8.1 (40 reviews) | 
| **Reports & Analytics** | 8.3 (122 reviews) ✓ Verified | 8.2 (42 reviews) | 

#### Service Desk

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Help Desk** | 9.3 (128 reviews) ✓ Verified | 8.8 (42 reviews) | 
| **Incident Reports** | 9.2 (126 reviews) ✓ Verified | 8.4 (42 reviews) | 
| **Process Workflow** | 8.7 (123 reviews) ✓ Verified | 8.8 (42 reviews) | 

#### Management

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Reporting** | 8.1 (68 reviews) ✓ Verified | 8.3 (40 reviews) | 
| **Administration Console** | 8.8 (66 reviews) ✓ Verified | 8.9 (38 reviews) | 
| **Access Management** | 8.5 (65 reviews) ✓ Verified | 8.6 (33 reviews) | 
| **Asset Management** | 8.2 (60 reviews) ✓ Verified | 8.5 (36 reviews) | 
| **Policy Dictation** | 7.5 (48 reviews) ✓ Verified | 8.0 (32 reviews) | 

#### Functionality

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Ticketing System** | 9.2 (74 reviews) ✓ Verified | 9.3 (42 reviews) | 
| **Performance Logging** | 8.2 (55 reviews) ✓ Verified | 7.7 (33 reviews) | 
| **Alerting** | 8.7 (62 reviews) ✓ Verified | 8.0 (34 reviews) | 
| **Automation** | 8.1 (67 reviews) ✓ Verified | 8.5 (41 reviews) | 

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

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

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 7.6/10 | 108 |
| **Xurrent ITSM** | 8.5/10 | 44 |

#### Monitoring

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Constant Monitoring** | 8.4 (76 reviews) ✓ Verified | 7.1 (36 reviews) | 
| **Timely Alerts** | 8.5 (85 reviews) ✓ Verified | 8.5 (37 reviews) | 
| **TIcket Accuracy** | 8.8 (90 reviews) ✓ Verified | 8.4 (40 reviews) | 
| **AI Monitoring** | 4.3 (9 reviews) | Not enough data | 

#### Management Tools

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Ticket Assignment** | 9.0 (96 reviews) ✓ Verified | 9.0 (42 reviews) | 
| **Standardization** | 8.7 (99 reviews) ✓ Verified | 8.9 (39 reviews) | 
| **Lifecycle Visualization** | 8.4 (85 reviews) ✓ Verified | 8.5 (40 reviews) | 

#### Generative AI

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | 5.9 (24 reviews) | 8.7 (13 reviews) | 
| **AI Text Summarization** | 6.5 (24 reviews) | 8.9 (12 reviews) | 

#### Agentic AI - Incident Management

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

### IT Asset Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.2/10 | 76 |
| **Xurrent ITSM** | N/A | N/A |

#### Asset Inventory

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

#### Generative AI

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Generation** | Feature Not Available | Not enough data | 

#### Agentic AI - IT Asset Management

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

#### Management

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

### Software Asset Management Tools

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **Xurrent ITSM** | N/A | N/A |

#### Functionality

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

#### Risk assessment

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

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | 8.3/10 | 488 |
| **Xurrent ITSM** | 8.3/10 | 51 |

#### Incident Management

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Automate Ticket Routing** | 8.6 (430 reviews) | 8.6 (49 reviews) | 
| **Ticket Prioritization** | 8.6 (423 reviews) | 8.3 (47 reviews) | 
| **Ticket Notifications** | 8.8 (459 reviews) | 8.1 (50 reviews) | 
| **Knowledge Base** | 8.3 (412 reviews) | 8.5 (48 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.5 (396 reviews) | 8.6 (48 reviews) | 

#### Reporting

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Dashboards** | 8.3 (455 reviews) | 8.2 (47 reviews) | 
| **Time Tracking** | 8.2 (356 reviews) | 7.9 (49 reviews) | 
| **Surveys** | 8.0 (329 reviews) | 7.6 (38 reviews) | 

#### Access & Usability

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Mobile** | 7.2 (359 reviews) | 7.8 (44 reviews) | 
| **Self Service** | 8.5 (401 reviews) | 8.7 (48 reviews) | 
| **Active Directory** | 8.3 (340 reviews) | 8.4 (44 reviews) | 
| **Multi-Channel Access** | 8.5 (276 reviews) | 8.7 (35 reviews) | 

#### Agentic AI - Service Desk

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

### Enterprise IT Management

| Product | Score | Reviews |
|---|---|---|
| **SolarWinds Service Desk** | N/A | N/A |
| **Xurrent ITSM** | 8.5/10 | 36 |

#### Analysis

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Threat Detection** | Not enough data | Feature Not Available | 

#### Platform

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Unified Communications Platform** | Not enough data | 8.9 (28 reviews) | 
| **Remote Access** | Not enough data | 8.5 (28 reviews) | 
| **ITIL Policy Compliance** | Not enough data | 8.8 (31 reviews) | 
| **Asset Tracking** | Not enough data | 8.2 (32 reviews) | 
| **IT Knowledge Management** | Not enough data | 8.5 (34 reviews) | 

#### Security

| Feature | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Endpoint Protection** | Not enough data | 7.9 (25 reviews) | 
| **Patch Management** | Not enough data | 7.2 (24 reviews) | 
| **Disaster Recovery** | Not enough data | Feature Not Available | 
| **Service Management** | Not enough data | 9.3 (32 reviews) | 
| **Workflow Management** | Not enough data | 9.1 (34 reviews) | 

#### Agentic AI - Enterprise IT Management

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

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Incident Management Software](https://www.g2.com/categories/incident-management), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to SolarWinds Service Desk (2):** [IT Asset Management Software](https://www.g2.com/categories/it-asset-management), [Software Asset Management (SAM) Tools](https://www.g2.com/categories/software-asset-management-tools)

**Unique to Xurrent ITSM (1):** [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management)


---
## Reviewer Demographics

### By Company Size

| Segment | SolarWinds Service Desk | Xurrent ITSM | 
|---|---|---|
| **Small-Business** | 7.9% | 17.3% | 
| **Mid-Market** | 68.3% | 28.4% | 
| **Enterprise** | 23.8% | 54.3% | 

### By Industry

#### SolarWinds Service Desk

- **Information Technology and Services:** 12.6%
- **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:** 49.7%

#### Xurrent ITSM

- **Information Technology and Services:** 27.2%
- **Insurance:** 8.6%
- **Automotive:** 6.2%
- **Consulting:** 4.9%
- **Computer Software:** 4.9%
- **Hospital & Health Care:** 4.9%
- **Airlines/Aviation:** 3.7%
- **Banking:** 3.7%
- **Staffing and Recruiting:** 2.5%
- **Electrical/Electronic Manufacturing:** 2.5%
- **Other:** 30.9%

---
## Alternatives

### Alternatives to SolarWinds Service Desk

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1877 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 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 (1184 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4313 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)

### Alternatives to Xurrent ITSM

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1877 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [ServiceNow IT Operations Management](https://www.g2.com/products/servicenow-it-operations-management/reviews) — 4.4/5 stars (423 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4313 reviews)
- [ClickUp](https://www.g2.com/products/clickup/reviews) — 4.6/5 stars (12674 reviews)
- [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) — 4.5/5 stars (1111 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1184 reviews)
- [Red Hat Ansible Automation Platform](https://www.g2.com/products/red-hat-ansible-automation-platform/reviews) — 4.6/5 stars (377 reviews)

---
## Top Discussions

### 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..."

### Xurrent ITSM

No discussions available for this product.

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