SolarWinds Service Desk (SSD) vs. Symantec IT Management Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SolarWinds Service Desk
Score 8.1 out of 10
N/A
SolarWinds Service Desk (formerly Samanage) is a cloud-based, multi-tenant IT service desk and asset management software for IT and enterprise service management. Samanage is on a single, always new instance of software. The service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. The integrated agent-based asset management solution collects contracts and licensing data from Windows, Mac, Linux, and Unix systems.N/A
Symantec IT Management Suite
Score 8.0 out of 10
N/A
Symantec IT Management Suite enables IT administrators to securely manage the entire lifecycle of desktops, laptops, and servers across Windows, Mac, Linux, Unix, and virtual environments including deployment, asset management, and patch management to reduce costs and increase productivity.N/A
Pricing
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
SolarWinds Service DeskSymantec IT Management Suite
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Top Pros
Top Cons
Features
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SolarWinds Service Desk (SSD)
8.0
96 Ratings
2% below category average
Symantec IT Management Suite
-
Ratings
Organize and prioritize service tickets9.395 Ratings00 Ratings
Expert directory7.956 Ratings00 Ratings
Service restoration7.357 Ratings00 Ratings
Self-service tools8.085 Ratings00 Ratings
Subscription-based notifications8.967 Ratings00 Ratings
ITSM collaboration and documentation8.176 Ratings00 Ratings
ITSM reports and dashboards6.486 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
SolarWinds Service Desk (SSD)
6.9
81 Ratings
17% below category average
Symantec IT Management Suite
-
Ratings
Configuration mangement6.973 Ratings00 Ratings
Asset management dashboard6.980 Ratings00 Ratings
Policy and contract enforcement6.963 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
SolarWinds Service Desk (SSD)
8.0
79 Ratings
5% below category average
Symantec IT Management Suite
-
Ratings
Change requests repository8.663 Ratings00 Ratings
Change calendar7.743 Ratings00 Ratings
Service-level management7.871 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
SolarWinds Service Desk (SSD)
-
Ratings
Symantec IT Management Suite
8.6
2 Ratings
12% above category average
Software and hardware inventory tracking00 Ratings7.02 Ratings
License management00 Ratings10.02 Ratings
Asset lifecycle monitoring00 Ratings9.02 Ratings
Contract management00 Ratings9.02 Ratings
Asset relationship management00 Ratings8.02 Ratings
Best Alternatives
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
ConnectWise RMM
ConnectWise RMM
Score 8.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Likelihood to Recommend
7.9
(118 ratings)
8.0
(2 ratings)
Likelihood to Renew
6.5
(8 ratings)
-
(0 ratings)
Usability
8.9
(7 ratings)
9.0
(1 ratings)
Availability
8.7
(7 ratings)
-
(0 ratings)
Performance
8.9
(4 ratings)
-
(0 ratings)
Support Rating
8.0
(92 ratings)
8.0
(1 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
8.2
(2 ratings)
-
(0 ratings)
Implementation Rating
8.9
(3 ratings)
-
(0 ratings)
Configurability
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
4.5
(1 ratings)
-
(0 ratings)
Product Scalability
8.9
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.2
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.7
(2 ratings)
-
(0 ratings)
User Testimonials
SolarWinds Service Desk (SSD)Symantec IT Management Suite
Likelihood to Recommend
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.
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Broadcom
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.
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Pros
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.
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Broadcom
  • 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.
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Cons
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.
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Broadcom
  • Increased memory consumption
  • Older machines can not support the program
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Likelihood to Renew
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.
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Broadcom
No answers on this topic
Usability
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.
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Broadcom
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.
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Reliability and Availability
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
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Broadcom
No answers on this topic
Performance
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.
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Broadcom
No answers on this topic
Support Rating
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.
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Broadcom
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.
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Online Training
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.
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Broadcom
No answers on this topic
Implementation Rating
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.
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Broadcom
No answers on this topic
Alternatives Considered
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.
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Broadcom
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.
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Scalability
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.
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Broadcom
No answers on this topic
Return on Investment
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.
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Broadcom
  • Reduction of virus infections
  • Greater clarity in the reports
  • Monitoring the network and infra
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ScreenShots

SolarWinds Service Desk Screenshots

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