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Solarwinds Service Desk--a game changer for our University!
Updated December 15, 2020

Solarwinds Service Desk--a game changer for our University!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

We initially purchased Solarwinds Service Desk solely for our Information Technology department. The popularity quickly grew and it is now used in various departments across our University to create a universal/seamless service desk. These other areas include facilities, housing, business office, HR, legal, etc. Incidents can easily be routed between departments and we find that very helpful!
  • Transparency--giving our customers the power to communicate and receive updates is essential and this tool does an excellent job of that.
  • Self Service--a full-functioning service catalog and knowledge base is the key to any successful service desk!
  • Intuitive yet simplistic design--this tool is very easy to navigate while also being packed full of features.
  • Chat support--this is actually just beginning to roll out, but development is still needed. This has the potential to be a major means of communication once fully functional.
  • Certification--these are huge in our industry. It would be nice for SolarWinds to create a web-based training that took new technicians through the platform and focused on using the tool and best practices. A nice little certification at the end means a lot to entry-level technicians.
  • Great value for the money
  • Increased customer service ratings
  • Less time sorting through emails, etc.
Solarwinds Service Desk is much more intuitive, user-friendly, and modern than the service desks we have used in the past. It offers additional features and is a lot easier to navigate. We selected Solarwinds Service Desk because we were looking for a change and a way to positively increase customer service and our offerings.
Customer support is very responsive. Chat support is available to system administrators and they usually respond back fairly quickly. This team also does a great job of rolling out continual improvements, system modifications, and quality of life improvements. Every time I see the new announcements I am excited to see what has been improved or expanded upon!

Do you think SolarWinds Service Desk (SSD) delivers good value for the price?

Yes

Are you happy with SolarWinds Service Desk (SSD)'s feature set?

Yes

Did SolarWinds Service Desk (SSD) live up to sales and marketing promises?

Yes

Did implementation of SolarWinds Service Desk (SSD) go as expected?

Yes

Would you buy SolarWinds Service Desk (SSD) again?

Yes

Solarwinds Service Desk is well suited for any organization that is looking to offer a modern, highly functional, and easy to navigate service desk. We have implemented it across almost our entire University and it has become instilled in our business processes. It does a great job and our customers are very happy using and navigating the platform!

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
7
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
7.7
Change requests repository
8
Change calendar
7
Service-level management
8

ROI

Yes - We replaced BMC Footprints and LanDesk Service Desk with SolarWinds Service Desk. SolarWinds Service Desk beat both of these products in terms of features, usefulness, and user interface. We were ultimately looking for something that was agent/customer-friendly, cloud-based, and modern. SolarWinds Service Desk fits this bill and provided much more as well!
  • Product Features
  • Product Usability
  • Product Reputation
So many factors went into our decision but product features and usability were at the top of our list. Price was not much of a factor assuming our selected product met and exceeded our needs. Usability was very important to us, we wanted something that provided "self service" so our customers would be empowered to submit their own requests, check the status of their requests and view a knowledge base.