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Top Rated
144 Ratings

SolarWinds Service Desk

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Top Rated
144 Ratings
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Score 8.5 out of 100
6 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

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

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

Feature Rating Comparison

Incident and problem management

SolarWinds Service Desk
7.7
Symantec IT Management Suite
Organize and prioritize service tickets
SolarWinds Service Desk
9.2
Symantec IT Management Suite
Expert directory
SolarWinds Service Desk
7.3
Symantec IT Management Suite
Service restoration
SolarWinds Service Desk
6.8
Symantec IT Management Suite
Self-service tools
SolarWinds Service Desk
7.7
Symantec IT Management Suite
Subscription-based notifications
SolarWinds Service Desk
8.2
Symantec IT Management Suite
ITSM collaboration and documentation
SolarWinds Service Desk
8.1
Symantec IT Management Suite
ITSM reports and dashboards
SolarWinds Service Desk
6.5
Symantec IT Management Suite

ITSM asset management

SolarWinds Service Desk
6.9
Symantec IT Management Suite
Configuration mangement
SolarWinds Service Desk
6.9
Symantec IT Management Suite
Asset management dashboard
SolarWinds Service Desk
6.8
Symantec IT Management Suite
Policy and contract enforcement
SolarWinds Service Desk
6.8
Symantec IT Management Suite

Change management

SolarWinds Service Desk
7.9
Symantec IT Management Suite
Change requests repository
SolarWinds Service Desk
8.6
Symantec IT Management Suite
Change calendar
SolarWinds Service Desk
7.5
Symantec IT Management Suite
Service-level management
SolarWinds Service Desk
7.7
Symantec IT Management Suite

IT Asset Management

SolarWinds Service Desk
Symantec IT Management Suite
8.6
Software and hardware inventory tracking
SolarWinds Service Desk
Symantec IT Management Suite
7.0
License management
SolarWinds Service Desk
Symantec IT Management Suite
10.0
Asset lifecycle monitoring
SolarWinds Service Desk
Symantec IT Management Suite
9.0
Contract management
SolarWinds Service Desk
Symantec IT Management Suite
9.0
Asset relationship management
SolarWinds Service Desk
Symantec IT Management Suite
8.0

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

Likelihood to Renew

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

Symantec IT Management Suite

No score
No answers yet
No answers on this topic

Usability

SolarWinds Service Desk

SolarWinds Service Desk 8.2
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 7.3
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 8.0
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 8.0
Based on 86 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

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 8.0
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

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

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 8.2
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

  • 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

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

Pricing Details

SolarWinds Service Desk

General

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

Symantec IT Management Suite

General

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

Rating Summary

Likelihood to Recommend

SolarWinds Service Desk
8.5
Symantec IT Management Suite
8.0

Likelihood to Renew

SolarWinds Service Desk
8.0
Symantec IT Management Suite

Usability

SolarWinds Service Desk
8.2
Symantec IT Management Suite
9.0

Reliability and Availability

SolarWinds Service Desk
7.3
Symantec IT Management Suite

Performance

SolarWinds Service Desk
8.0
Symantec IT Management Suite

Support Rating

SolarWinds Service Desk
8.0
Symantec IT Management Suite
8.0

In-Person Training

SolarWinds Service Desk
9.1
Symantec IT Management Suite

Online Training

SolarWinds Service Desk
8.2
Symantec IT Management Suite

Implementation Rating

SolarWinds Service Desk
8.0
Symantec IT Management Suite

Scalability

SolarWinds Service Desk
8.2
Symantec IT Management Suite

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