SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.
N/A
SysAid
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
SysAid is presented as comprehensive ITSM platform with generative AI baked into every element of service management. With a fully conversational experience wrapped into the UI, SysAid aims to empower organizations to unleash their full potential for productivity.
N/A
Pricing
SolarWinds Service Desk (SSD)
SysAid
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SolarWinds Service Desk
SysAid
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Required
Additional Details
—
SysAid Copilot is available as an add-on for any plan. It bakes generative AI into every aspect of service management.
Samanage is far better than both. SysAid had similar features, but Samanage seems to execute them all much better. Also, Samanage HQ is located in the USA, which is very convenient for us.
We looked at ServiceNow, SysAid and Track-It! and Samanage came out on top because it did everything well. The other three were all more proficient in some things, but they were not a complete package.
SSD has more features and simplicity in implementation, and working with it is very important to us. It is also very reputable in terms of company security and safety. Helpdesk software should be designed user-friendly in mind. The SolarWinds desktop is created in the cloud …
Verified User
Director
Chose SolarWinds Service Desk (SSD)
This tool was selected prior to my coming to work for Injured Workers Pharmacy. The key reasons for its selection were to quickly be able to separate traditional IT incidents from IT developer incidents as well as which incidents were actually requests for new functionality …
SysAid is super nice. I cannot say enough how great the auto-assign ticket feature is. That alone is a game-changer. Our query to assign tickets is very complex because we use SysAid to manage tickets for our standard helpdesk tickets (divided by site location), student …
At the time, SysAid was the most complete with the possibility to have parallel workflow as well as incremental ones. Custom fields were very important for us. We wanted also to try to apply ITIL fundamentals. Setting and user interface were much appreciated as they were very …
We chose SysAid over the cost concern. Also, SysAid is a power all-in-one application that can do all the work. We ended up using different applications for different tasks (patch management, anti-virus and asset management) because other management and performance issues.