What users are saying about
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43 Ratings

SolarWinds Service Desk

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43 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

SolarWinds Service Desk

The lack of new features and outdated features makes them lose out. Their competitors have a better offering. What's worse is their management is horrible, would not recommend working with this company. They refused to work with us through license cost issues.
No photo available

Feature Rating Comparison

Incident and problem management

SolarWinds Service Desk
6.5
Organize and prioritize service tickets
SolarWinds Service Desk
7.7
Expert directory
SolarWinds Service Desk
4.8
Service restoration
SolarWinds Service Desk
5.6
Self-service tools
SolarWinds Service Desk
6.4
Subscription-based notifications
SolarWinds Service Desk
6.7
ITSM collaboration and documentation
SolarWinds Service Desk
7.6
ITSM reports and dashboards
SolarWinds Service Desk
6.8

ITSM asset management

SolarWinds Service Desk
7.5
Configuration mangement
SolarWinds Service Desk
7.6
Asset management dashboard
SolarWinds Service Desk
7.8
Policy and contract enforcement
SolarWinds Service Desk
7.2

Change management

SolarWinds Service Desk
7.0
Change requests repository
SolarWinds Service Desk
7.4
Change calendar
SolarWinds Service Desk
6.4
Service-level management
SolarWinds Service Desk
7.3

Pros

SolarWinds Service Desk

  • Cloud-based: Easy to spin up and start using quickly. In the event you have an outage of your own systems, it's good to know the ticketing platform is not in the same data center.
  • Inventory: This product does a good job of mixing in agent-based inventory and data entry based inventory. Most systems I've found manage the computers really well and not the other parts well, or vice versa. I feel like Samanage gives you the best of both worlds. You can inventory your computers with an agent, getting all sorts of additional great detail, but still makes it easy to manage inventory of other assets like TVs, switches, etc...
  • SLA Monitoring: Good reporting to let us know how we're doing.
Ryan Lemaster profile photo

Cons

SolarWinds Service Desk

  • As I said before, I think that the API still has room for improvement. An example of this is when you need to create an incident and you need to specify a subcategory, which (AFAIK) is not part of the Incident table but part of a related table. Looking for the record showed to be cumbersome. Luckily, I could change the way I worked with the Incidents (instead of using a sub-category for the incident serverities I started to use the priority) and everything became simpler.
  • The licensing model. You have one license: ITSM and if you need to involve people from other areas you have to pay as they are IT. I must say too, that they took this matter very seriously and provided us with several alternatives that helps me keep implementing and working with the system, and I know that they have the topic on the upper management table. I'm not worried simply because they have shown me to be able to resolve any issues with a win-win approach and this won't be different.
Sebastian Pereira profile photo

Reliability and Availability

SolarWinds Service Desk

SolarWinds Service Desk 9.1
Based on 4 answers
Its always works and has never been down for us in 2 years!
Mark Murray profile photo

Support

SolarWinds Service Desk

SolarWinds Service Desk 7.0
Based on 2 answers
They do respond back and assist very quickly with common questions. If there is an outage or a big issue that occurs with SWSD, they can sometimes take longer to respond or reply with a resolution regarding the issue. Most of the time they'll reply back with a notice stating that they have notified their engineering team.
No photo available

Alternatives Considered

SolarWinds Service Desk

We selected Samanage due to the lack of complexity implementing it, making it perfect for an IT shop requiring it's first IT helpdesk system. The other systems considered were all too complex and not nearly as user-friendly to administer. With Samanage we were able to get a system that was simple to use but still had powerful functionality.
No photo available

Return on Investment

SolarWinds Service Desk

  • Positive. We were able to have a nice and neat catalog of all of our assets that we could look through to get any and all information that we could ever want.
  • Negative. Help desk was lacking in customization/automation that is crucial to our needs.
Matthew James profile photo

Screenshots

Pricing Details

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

SolarWinds Service Desk
6.9

Usability

SolarWinds Service Desk
9.1

Reliability and Availability

SolarWinds Service Desk
9.1

Performance

SolarWinds Service Desk
9.1

Support

SolarWinds Service Desk
7.0

Online Training

SolarWinds Service Desk
9.1

Scalability

SolarWinds Service Desk
9.1

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