Alemba Service Manager vs SolarWinds Service Desk

• Manage service processes
• Manage pools
• Automate services

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• Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
• Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
• Lots of options and features are available for you to include in your forms.
• Integrates well with SAML-based SSO and has capabilities for MFA.
• Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.

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• Embedded CI (configuration Item) scanner
• Reporting and dashboarding engine

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• There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
• Greater flexibility to modify the layout of incident request forms.
• More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.

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• Less management time spent on VMs and virtual environment
• Less money spent on compute
• Less money spent on servers

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• SLA Management is working well as built, allowing for follow-ups.
• Notifications are working extremely well for SLA Management and tickets in general.
• Processing e-mail-to-incident is works very well, having no issues.
• Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
• SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
• The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
• Domain mapping, when licensed, helps by granting users an easy to remember link to access.
• Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.

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