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154 Ratings

SolarWinds Service Desk

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154 Ratings
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Score 8.5 out of 100
6 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    8.0

    SolarWinds Service Desk

    80%

    Symantec IT Management Suite

    Feature Set Not Supported
    N/A
    SolarWinds Service Desk (SSD) ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.3
    93%
    96 Ratings
    N/A
    0 Ratings

    Expert directory

    7.9
    79%
    57 Ratings
    N/A
    0 Ratings

    Service restoration

    7.3
    73%
    58 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.0
    80%
    86 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.9
    89%
    68 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    8.1
    81%
    76 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    6.4
    64%
    87 Ratings
    N/A
    0 Ratings

    ITSM asset management

    6.9

    SolarWinds Service Desk

    69%

    Symantec IT Management Suite

    Feature Set Not Supported
    N/A
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Configuration mangement

    6.9
    69%
    74 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.9
    69%
    81 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    6.9
    69%
    63 Ratings
    N/A
    0 Ratings

    Change management

    8.0

    SolarWinds Service Desk

    80%

    Symantec IT Management Suite

    Feature Set Not Supported
    N/A
    SolarWinds Service Desk (SSD) ranks higher in 3/3 features

    Change requests repository

    8.6
    86%
    64 Ratings
    N/A
    0 Ratings

    Change calendar

    7.7
    77%
    44 Ratings
    N/A
    0 Ratings

    Service-level management

    7.8
    78%
    72 Ratings
    N/A
    0 Ratings

    IT Asset Management

    SolarWinds Service Desk

    Feature Set Not Supported
    N/A
    8.6

    Symantec IT Management Suite

    86%
    Symantec IT Management Suite ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    7.0
    70%
    2 Ratings

    License management

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Asset lifecycle monitoring

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Contract management

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Asset relationship management

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Attribute Ratings

    • SolarWinds Service Desk (SSD) is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Symantec IT Management Suite is rated higher in 1 area: Usability

    Likelihood to Recommend

    8.5

    SolarWinds Service Desk

    85%
    117 Ratings
    8.0

    Symantec IT Management Suite

    80%
    2 Ratings

    Likelihood to Renew

    7.0

    SolarWinds Service Desk

    70%
    8 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Usability

    8.8

    SolarWinds Service Desk

    88%
    7 Ratings
    9.0

    Symantec IT Management Suite

    90%
    1 Rating

    Availability

    8.1

    SolarWinds Service Desk

    81%
    13 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Performance

    8.5

    SolarWinds Service Desk

    85%
    7 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Support Rating

    8.4

    SolarWinds Service Desk

    84%
    92 Ratings
    8.0

    Symantec IT Management Suite

    80%
    2 Ratings

    In-Person Training

    9.1

    SolarWinds Service Desk

    91%
    1 Rating

    Symantec IT Management Suite

    N/A
    0 Ratings

    Online Training

    8.2

    SolarWinds Service Desk

    82%
    2 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Implementation Rating

    8.5

    SolarWinds Service Desk

    85%
    5 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Product Scalability

    8.7

    SolarWinds Service Desk

    87%
    4 Ratings

    Symantec IT Management Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    SolarWinds Service Desk

    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.
    Anonymous | TrustRadius Reviewer

    Symantec IT Management Suite

    The Symantec IT Management Suite is used throughout the company (global). It is efficient and reports via email any type of problem found, from threats to attacks. The update on the clients is carried out without being noticed. When the system is doing some sort of scan, older computers are slow. Other than that, I believe it is an ideal software for monitoring the entire infrastructure.
    Denis Pereira | TrustRadius Reviewer

    Pros

    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

    Symantec IT Management Suite

    • End to end workstation imaging with a 45 minute average for OS, drivers and base software with only 1 technician touch to name the workstation.
    • Application usage reporting on what software is being used and how much - broken down by site, department and user.
    • 5% of managed workstations were patched.
    • IT lifecycle reports were automated with live inventory feeds to enable purchase reports.
    Shawn Mayhew | TrustRadius Reviewer

    Cons

    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

    Symantec IT Management Suite

    • Increased memory consumption
    • Older machines can not support the program
    Denis Pereira | TrustRadius Reviewer

    Pricing Details

    SolarWinds Service Desk

    General

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

    Starting Price

    Symantec IT Management Suite

    General

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

    Starting Price

    Likelihood to Renew

    SolarWinds Service Desk

    SolarWinds Service Desk 7.0
    Based on 8 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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Usability

    SolarWinds Service Desk

    SolarWinds Service Desk 8.8
    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

    Symantec IT Management Suite

    Symantec IT Management Suite 9.0
    Based on 1 answer
    I am bit biased after using Symantec ITSM for 10 plus years. However, I found its ability to wrap everything into one console for at a view enterprise health a powerful tool for my department and others. The ability to provide self healing of software packages to workstations was especially powerful. The ability to customize data connections to other tools and automate those inputs and outputs let us provide the business data to support enterprise decisions on Hardware and software usage.
    Shawn Mayhew | TrustRadius Reviewer

    Reliability and Availability

    SolarWinds Service Desk

    SolarWinds Service Desk 8.1
    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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Performance

    SolarWinds Service Desk

    SolarWinds Service Desk 8.5
    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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Support Rating

    SolarWinds Service Desk

    SolarWinds Service Desk 8.4
    Based on 92 answers
    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.
    Ali Kazempour | TrustRadius Reviewer

    Symantec IT Management Suite

    Symantec IT Management Suite 8.0
    Based on 2 answers
    With the Blue Coat acquisition the question remains on how much support Symantec is going to give the ITSM suite. Its just not that sexy anymore to have to support a product that touches all the hardware anymore. A few of the really good support reps have gone the way of private which is very concerning.
    Shawn Mayhew | TrustRadius Reviewer

    Online Training

    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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    SolarWinds Service Desk

    SolarWinds Service Desk 8.5
    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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    SolarWinds Service Desk

    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.
    Anonymous | TrustRadius Reviewer

    Symantec IT Management Suite

    We evaluated Norton and Kaspersky, we chose Symantec to provide more options and more guarantees. In addition, we have used the tool for more than 10 years in the company (the time I am working). It has an interface with all monitoring data and statistics. A specific display of each piece of connected equipment in the network, making monitoring easy and, in case of a threat, it notifies us.
    Denis Pereira | TrustRadius Reviewer

    Scalability

    SolarWinds Service Desk

    SolarWinds Service Desk 8.7
    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

    Symantec IT Management Suite

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    SolarWinds Service Desk

    • 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.
    Anonymous | TrustRadius Reviewer

    Symantec IT Management Suite

    • Reduction of virus infections
    • Greater clarity in the reports
    • Monitoring the network and infra
    Denis Pereira | TrustRadius Reviewer

    Screenshots

    Symantec IT Management Suite

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