What users are saying about
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This review does not include a rating.
156 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    iET ITSM

    Feature Set Not Supported
    N/A
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.3
    93%
    96 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    57 Ratings

    Service restoration

    N/A
    0 Ratings
    7.3
    73%
    58 Ratings

    Self-service tools

    N/A
    0 Ratings
    8.0
    80%
    86 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.9
    89%
    68 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.1
    81%
    76 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    6.4
    64%
    87 Ratings

    ITSM asset management

    iET ITSM

    Feature Set Not Supported
    N/A
    6.9

    SolarWinds Service Desk

    69%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    6.9
    69%
    74 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    6.9
    69%
    81 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    6.9
    69%
    63 Ratings

    Change management

    iET ITSM

    Feature Set Not Supported
    N/A
    8.0

    SolarWinds Service Desk

    80%
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.6
    86%
    64 Ratings

    Change calendar

    N/A
    0 Ratings
    7.7
    77%
    44 Ratings

    Service-level management

    N/A
    0 Ratings
    7.8
    78%
    72 Ratings

    Attribute Ratings

      Likelihood to Recommend

      iET ITSM

      N/A
      0 Ratings
      8.2

      SolarWinds Service Desk

      82%
      118 Ratings

      Likelihood to Renew

      iET ITSM

      N/A
      0 Ratings
      6.7

      SolarWinds Service Desk

      67%
      8 Ratings

      Usability

      iET ITSM

      N/A
      0 Ratings
      8.9

      SolarWinds Service Desk

      89%
      7 Ratings

      Availability

      iET ITSM

      N/A
      0 Ratings
      8.4

      SolarWinds Service Desk

      84%
      13 Ratings

      Performance

      iET ITSM

      N/A
      0 Ratings
      8.7

      SolarWinds Service Desk

      87%
      7 Ratings

      Support Rating

      iET ITSM

      N/A
      0 Ratings
      8.4

      SolarWinds Service Desk

      84%
      93 Ratings

      In-Person Training

      iET ITSM

      N/A
      0 Ratings
      9.1

      SolarWinds Service Desk

      91%
      1 Rating

      Online Training

      iET ITSM

      N/A
      0 Ratings
      8.2

      SolarWinds Service Desk

      82%
      2 Ratings

      Implementation Rating

      iET ITSM

      N/A
      0 Ratings
      8.7

      SolarWinds Service Desk

      87%
      5 Ratings

      Configurability

      iET ITSM

      N/A
      0 Ratings
      7.3

      SolarWinds Service Desk

      73%
      1 Rating

      Ease of integration

      iET ITSM

      N/A
      0 Ratings
      4.5

      SolarWinds Service Desk

      45%
      1 Rating

      Product Scalability

      iET ITSM

      N/A
      0 Ratings
      8.8

      SolarWinds Service Desk

      88%
      4 Ratings

      Vendor post-sale

      iET ITSM

      N/A
      0 Ratings
      8.2

      SolarWinds Service Desk

      82%
      2 Ratings

      Vendor pre-sale

      iET ITSM

      N/A
      0 Ratings
      7.7

      SolarWinds Service Desk

      77%
      2 Ratings

      Likelihood to Recommend

      iET Solutions, LLC.

      No answers on this topic

      SolarWinds

      If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
      Read full review

      Pros

      iET Solutions, LLC.

      No answers on this topic

      SolarWinds

      • 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.
      Read full review

      Cons

      iET Solutions, LLC.

      No answers on this topic

      SolarWinds

      • 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.
      Read full review

      Pricing Details

      iET ITSM

      Starting Price

      Editions & Modules

      iET ITSM editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        SolarWinds Service Desk

        Starting Price

        Editions & Modules

        SolarWinds Service Desk editions and modules pricing
        EditionModules

        Footnotes

          Offerings

          Free Trial
          Free/Freemium Version
          Premium Consulting/Integration Services

          Entry-level set up fee?

          No setup fee

          Additional Details

          Pricing Info

          Likelihood to Renew

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Usability

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Reliability and Availability

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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
          Read full review

          Performance

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Support Rating

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
          Read full review

          Online Training

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Implementation Rating

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Alternatives Considered

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
          Read full review

          Scalability

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          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.
          Read full review

          Return on Investment

          iET Solutions, LLC.

          No answers on this topic

          SolarWinds

          • We are more easily able to quantify user satisfaction with support.
          • We are able to develop SLAs that quantify and define the obligation of our support teams.
          • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
          Read full review

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