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
Pricing
SolarWinds Service Desk (SSD)
Editions & Modules
No answers on this topic
Offerings
Pricing Offerings
SolarWinds Service Desk
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
—
More Pricing Information
Community Pulse
SolarWinds Service Desk (SSD)
Considered Both Products
SolarWinds Service Desk
Verified User
Manager
Chose SolarWinds Service Desk (SSD)
We used Spiceworks for approximately 9 years before moving to Samanage. While reviewing many systems available, we decided on Solarwinds Service Desk for the following primary reasons:
SSD is more simplified than N-able MSP Manager. MSP Manager does seem to handle invoices better and is more robust. The screens are more complex but it takes time to get used to them. We went with SSD because it was easy to use without training. After completing the …
BMC FootPrints lacked some of the functions we needed and were a little more cost-prohibitive. Ivanti had more of the things that SolarWinds provides but at a higher cost.
In comparison to other solutions available, SolarWinds wins when it comes to supporting customers. Also, it is easy to set up and provides a user-friendly interface for the employees. In addition to that, It provides a variety of features like incident management, reporting, …
SolarWinds Service Desk has been a good fit for what we were looking for at the time. There are some issues with the support of the system after it has gone through acquisitions, etc but that seemed to be getting better. It would say that documentation and training could be …
ServiceNow is definitely the leader in this space and I've used it at a prior company. It has a lot more integrations and modules. Samanage is good for newer or smaller shops that need something.
Solarwinds has a much better UI than Remedy. It's more modern and flows better than the older "Windows 95" view of Remedy. Spiceworks does offer a modern UI but is lacking on a lot of features that are considered basic for ITSM related tools. Spiceworks does work very well for …
Prior to Solarwinds we had been using Spiceworks that resided on a local server. They both had the basic items that I needed to have but Spiceworks was local so I would only be able to connect when I was in one of the offices or connected through my VPN. Spiceworks was not as …
As Solarwinds Service desk is completely hosted, it removes the need to commission one or more servers and database(s) which also removes quite a bit of overhead for the IT department to manage and maintain. Also, the operating system, database, and software updates are a thing …
It is more efficient than other tools. Through this tool, I have enabled my team to
better assist the end-user by focusing on the services rather than being stuck
on any technical issue. I am easily managing the queries
SSD has more features and simplicity in implementation, and working with it is very important to us. It is also very reputable in terms of company security and safety. Helpdesk software should be designed user-friendly in mind. The SolarWinds desktop is created in the cloud …
Verified User
Director
Chose SolarWinds Service Desk (SSD)
Solarwinds Service Desk is much more intuitive, user-friendly, and modern than the service desks we have used in the past. It offers additional features and is a lot easier to navigate. We selected Solarwinds Service Desk because we were looking for a change and a way to …
Samanage is much simpler to implement in a medium-sized organization of around 100 employees. Other software easily gets more complex, and would have taken too much time for an end user to learn as well as inexperienced IT gurus. Price etc also has a say, and with Samanage you …
When we transitioned to Solarwinds Service Desk, it was the only hosted service that was HIPAA compliant. Having a HIPAA-compliant solution was a requirement to allow us to support our health care clinics.
Above all, the Samanage Sales rep provided me with everything I need, which in comparison to the others made a huge difference at the end. ServiceNow is too expensive, and the sales rep quickly put me out of their target. JIRA Service Desk didn't provide clear information about …
I previously used Sales Logics but have not in quite some time. I decided to purchase and utilize SSD and find it very valuable and beneficial to my organization. It's functions and capabilities have proven to be very useful for my staff and organization. I am about to renew …
We looked at ServiceNow, SysAid and Track-It! and Samanage came out on top because it did everything well. The other three were all more proficient in some things, but they were not a complete package.
Verified User
Team Lead
Chose SolarWinds Service Desk (SSD)
We had Spiceworks and we were limited by functionality, customer service, and program updates. We selected SolarWinds Service Desk because the software had all the functions that we needed in 1 program. We had several meet and greets and demos with their sales team. The way …
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 …
We are using SolarWinds Service Desk because it was here and already integrated with our computer management inventory. We also have access to Footprints, which is used campus-wide, but SolarWinds Service Desk is better for us. It is easier to use and is connected to our …
SolarWinds Service Desk is the first paid tool we choose to buy. Before that we tested the OTRS ticketing system (open source version) but it was nowhere near the SSD. Service Desk has lots of features and is a robust tool and best choice for service-focused organizations.
SolarWinds pricing packages allowed an easier entry into the system, while others had either large upfront 'setup' fees. It was branded Samanage at the time, and it was able to offer the necessary features with an intuitive UI, reliable web-based hosting through AWS, a good …
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.