What users are saying about
24 Ratings
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Top Rated
149 Ratings
24 Ratings
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Score 8.7 out of 100

SolarWinds Service Desk

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Top Rated
149 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Likelihood to Recommend

Darktrace

Darktrace would be well suited to any environment really; the only constraint would be the budget. The cost scales on the number of devices to be monitored by the product, so it can be quite expensive in larger environments. Any company that would benefit from having 24/7 monitoring of their network would find that this product would suit that need perfectly. It can also create a number of reports, which is useful if you have any requirement to present periodic figures and statistics for your network. There are also additional features available and in development such as Antigena, which can be configured to allow potential threats to be automatically mitigated; it can block connections to a certain address, using certain ports, or it can enforce "normal behaviour" where it will only allow a machine to communicate in a way that Darktrace has observed before and considers normal. This has huge benefits particularly for 24/7 organisations where you don't have the ability to have someone monitoring the network personally at all times, as it could stop a malware outbreak in its tracks.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Darktrace
SolarWinds Service Desk
7.9
Organize and prioritize service tickets
Darktrace
SolarWinds Service Desk
9.3
Expert directory
Darktrace
SolarWinds Service Desk
7.7
Service restoration
Darktrace
SolarWinds Service Desk
7.1
Self-service tools
Darktrace
SolarWinds Service Desk
7.9
Subscription-based notifications
Darktrace
SolarWinds Service Desk
8.6
ITSM collaboration and documentation
Darktrace
SolarWinds Service Desk
8.1
ITSM reports and dashboards
Darktrace
SolarWinds Service Desk
6.5

ITSM asset management

Darktrace
SolarWinds Service Desk
6.8
Configuration mangement
Darktrace
SolarWinds Service Desk
6.9
Asset management dashboard
Darktrace
SolarWinds Service Desk
6.8
Policy and contract enforcement
Darktrace
SolarWinds Service Desk
6.8

Change management

Darktrace
SolarWinds Service Desk
8.0
Change requests repository
Darktrace
SolarWinds Service Desk
8.6
Change calendar
Darktrace
SolarWinds Service Desk
7.7
Service-level management
Darktrace
SolarWinds Service Desk
7.8

Pros

Darktrace

  • It did an ok job of analyzing and collecting data. It used a span (mirrored) port and then using its own algorithm developed flow records.
  • It did an ok job of segmenting traffic into networks - not always correctly, but ok.
  • It tried to identify devices by type - once again, it did ok, but not that great.
Matthew Frederickson | TrustRadius Reviewer

SolarWinds Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Darktrace

  • False positives. Darktrace uses "AI" to create its alerts for "unusual" or "malicious" activity. It is very common to see an alert for completely benign and normal device behavior - PC tries to print for the first time in a while, for example.
  • Antigena actions. To some extent, this is a continuation of the previous point. Darktrace can break the network connectivity of the suspected device automatically. The excessive number of false positives makes administrators reluctant to use this feature, though. Also, the default Antigena actions are not relevant to real-world problems as I saw them in my experience with Darktrace.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • 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.
Kevin Staton | TrustRadius Reviewer

Likelihood to Renew

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 answers
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Chris Peters Sr. | TrustRadius Reviewer

Usability

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 7 answers
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Treyce Miller | TrustRadius Reviewer

Reliability and Availability

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.5
Based on 13 answers
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Connie Inman | TrustRadius Reviewer

Performance

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 7 answers
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Treyce Miller | TrustRadius Reviewer

Support Rating

Darktrace

Darktrace 9.5
Based on 4 answers
Any time I have had any issue with Darktrace, I've been able to contact an engineer through their support desk, and I have always had a very speedy response. Even when the issue has been caused by something outside of the Darktrace devices, they have still been very keen to try to help and identify what the problem was. The customer portal also has a large number of videos and guides that you can use to educate yourself on the product
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 87 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | TrustRadius Reviewer

Online Training

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 5 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | TrustRadius Reviewer

Alternatives Considered

Darktrace

We have not evaluated others as they seem to be in their own class.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Anonymous | TrustRadius Reviewer

Scalability

Darktrace

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 4 answers
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Connie Inman | TrustRadius Reviewer

Return on Investment

Darktrace

  • We had an ROI just during the POC. DarkTrace helped us identify a ransomware attack and we stopped it before it happened.
  • The weekly reports more than pay for itself within the first few months.
  • The powerful search capability helps us solve problems where other solutions fall short.
Anonymous | TrustRadius Reviewer

SolarWinds Service Desk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Darktrace

Pricing Details

Darktrace

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SolarWinds Service Desk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Darktrace
9.3
SolarWinds Service Desk
8.6

Likelihood to Renew

Darktrace
SolarWinds Service Desk
8.0

Usability

Darktrace
SolarWinds Service Desk
8.3

Reliability and Availability

Darktrace
SolarWinds Service Desk
7.5

Performance

Darktrace
SolarWinds Service Desk
8.1

Support Rating

Darktrace
9.5
SolarWinds Service Desk
8.3

In-Person Training

Darktrace
SolarWinds Service Desk
9.1

Online Training

Darktrace
SolarWinds Service Desk
8.2

Implementation Rating

Darktrace
SolarWinds Service Desk
8.1

Scalability

Darktrace
SolarWinds Service Desk
8.3

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