SolarWinds Service Desk Reviews

43 Ratings
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Score 7.4 out of 101

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Reviews (1-25 of 29)

Cindy Borgman profile photo
Score 10 out of 10
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We are a technology-enabled managed services provider. We use Samanage as our ITSM system, and we use it for our CMDB. Our clients interact with us using Samanage. The can open service requests, report incidents, and problems, and approve/track changes. We expose Samanage to our clients via our Apiphani ports, so we are heavy users of the Samanage API.
  • Integrated CMDB allows for centralized views of the virtual machines we manage for our clients.
  • API is strong enough for us to expose all ITSM functions to our clients via our portal (one stop shopping).
  • It's flexible to configure multiple sets of Service Levels and Escalations - so we meet the unique needs of each client.
  • We've had some issues with markup characters coming through the API.
  • In fact, almost all our issues have had to do with the API, but we imagine we hit it much harder than the average Samanage customer.
  • And, when we've had issues, Samanage has always made their developers available to work with us.
Solarwinds Samanage has been a great fit for us as a managed service provider due to the integrated CMDB, ease of customization/automation, and the ability to integrate with our portal via your API. The price was also quite reasonable.
Read Cindy Borgman's full review
Tyler Thibeault profile photo
Score 9 out of 10
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1. Used for IT, Education, HR, EMR, and Payroll departments.

2. Users now have a one-stop-shop to get help.
  • Automating workflows.
  • Self service portal.
  • Awesome ticketing system.
  • Poor mobile app.
  • Customization is limited.
I would give it a 10 but can’t until we’re given more customization options and a mobile app. Everything else works extremely well. Their staff is the best!!!
Read Tyler Thibeault's full review
Matt James profile photo
Score 8 out of 10
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We were using Samanage for only asset management only to keep track of all of our desktops, laptops, switches, servers, and point of sale stations. It was great to be able to look at an asset and get all the information we needed if a replacement, repair or troubleshooting was needed. There were a bunch of other features within Samanage that we did not use as they were not the right fit for our business model which ultimately led to us moving on to something that only kept track of our assets. So I can only speak to the asset management portion of Samanage.
  • Deployment was super easy.
  • Tons of valuable information was input to the asset database.
  • The ability to find any and all information about an asset was fantastic.
  • The only con I had is just a nitpicky thing. The search function was difficult to use, sometimes it wouldn't find an asset by it's given hostname even though I could manually find it.
This will be a theme with all my reviews, it really all depends on what they need. If they need GREAT asset management bundled with ticket and help desk support, then this all in one software is for them. We found that the help desk portion did not fit our needs but the asset management did. It was tough to move on from it but we couldn't justify using it only for asset tracking. Just know that this is not a negative review as Samanage does have great features, they just were not for us.
Read Matt James's full review
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November 04, 2019

Great ITSM and ITAM Tool!

Score 6 out of 10
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We currently use Solarwinds Service Desk as our main ITSM and ITAM tool. Its used throughout the company and specific groups have more accessibility for views on specific incidents or trends for better visibility. It allows us to manage tickets for incidents and also service requests. We can also manage our assets as well.
  • Ease of use.
  • Filtering of incidents.
  • Modern UI.
  • ITIL standardization for tickets. (Incident vs Request)
  • Granular settings.
  • More customization on Automations.
For smaller companies or environments, it greatly excels. It has basic to intermediate functionality that addresses basic functions for managing tickets and assets. It could use some more granular settings in different portions for a larger enterprise environment. It meets the demands but could use more bells and whistles. The recent improvements are better.
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Score 8 out of 10
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Samanage is being used across the organization as a ticketing and tracking system to communicate with IT. The business problems it solves are its ability to centralize team issues by creating an easily accessible and accountable repository. It allows managers to oversee SLAs, and it functions as a delegation service so if an individual user doesn't know who to turn to, Samanage directs them to an appropriate team and makes sure it is within "arm's length" of the nearest helpful resource (even when that resource may be 3000 miles away).
  • Tracking issues.
  • Centralization of effort.
  • Delegation off to proper individuals/teams.
  • Accountability on the user side and support side.
  • Eliminating the uncertainty of who to ask to get an answer to your question.
  • Faster SLAs.
  • Implementation was a bit frustrating.
  • Automatic delegation rather than manual from a manager standpoint would be helpful.
  • Modernization of the application.
Samanage is well suited for teams that are spread out across geographic locations. Its ticketing and tracking system to communicate is also helpful if the business is seeing a high rate of growth and people just aren't aware of who to ask for a specific thing. Since the tool centralizes inquiries, it allows for those support teams to delegate tasks to the proper individuals. Samanage is useful for hitting SLAs.
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Christopher Fritz profile photo
Score 8 out of 10
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We use it as an IT Ticket system across all departments, where the IT department is the administrator and facilitator. We have managed to get an overview of IT Issues with more, as we also have integrated the self-service system very well and actively will be working on our knowledge database. It gives our upper management an overview of what we're doing in IT and what kind of workload we have. The creation of self-service forms gives an option to streamline processes and make onboardings easier with a checklist.
  • Flexible creation of self-service forms.
  • Simple user management.
  • Nice user community.
  • The dependent drop down in the self-service forms could be made more flexible. It's only possible to do one dependent drop down.
  • The multi-department choice isn't available when creating self-service forms. That would be a nice addition.
  • No proper inventory list on user basis functionality.
Samanage is functioning well in a smaller IT Department where there is no time to do too much customization. It is pretty much a ready to use software to which you can keep on adding on functions you need etc. The reason why I write that it semi-flexible is that you have the option to customize a lot of things, but if you want to make very detailed updates then this won't be the software for you. We are very happy with the software and find that they are listening to the user community, so that you are heard and actually can follow the progress of suggestions that you make.
Read Christopher Fritz's full review
Colin Jackson, CISSP, MMIS, GMON profile photo
Score 5 out of 10
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Good entry-level ticketing system. SaaS-based. Good for basic stuff like ticket creation, tracking, etc. Some 3rd-party integrations. Currently, we use it for several different teams and locations.
  • Good for multiple teams.
  • Integrates with our SSO (Okta), and that is something we always look for in a SaaS provider.
  • Tracking Incidents, Changes, and Problems
  • Seems like it's good for smaller companies. We haven't really stress-tested it with several thousands of tickets and requests. I'd like to see it in a large enterprise. Where it's SaaS-based, it might support that scale.
  • Not as intuitive as I'd like, but a little bit of training can get most people up to speed. Forms would help this with less-frequent users.
Simple tickets, incident reporting, change requests. Integrates with Slack for notification to the assigned teams and queues, which is really nice for us.
Read Colin Jackson, CISSP, MMIS, GMON's full review
No photo available
Score 2 out of 10
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Samanage was relatively simple to implement and rollout to our IT Device Solutions unit. It's fast and has a nice, clean UI. We mainly use it for device/inventory management and incident management but eventually starting to use it for change management. We are able to track and manage devices based on a unique asset tag and match that to a staff or faculty member that owns that device. Help desk agents are able to efficiently resolve incidents due to our integration with Zendesk. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
  • The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
  • When issues are resolved we have the option of creating a documented solution.
  • Samanage follows the Information Technology Infrastructure Library (ITIL) regulations, which means it provides all the critical features essential for the service support needs of large IT operations. Our institution follows the ITIL framework so it was easy for our users to understand the tool.
  • The integration Samanage has with our ticketing system: Zendesk. When a customer has an issue with their device we can create a ticket and tie it to the device info stored in Samanage by using the asset tag. Our support center loves this.
  • Beneficial new features do not get pushed out regularly. We have been waiting for them to push out new features that would make it easier for us to use but they have not. I do not think they listen to attentively to what their customers want out of the product.
  • Users often have trouble including screenshots or attachments when submitting tickets. More often than we'd like, we (the IT support staff) have to reply back to the user and tell them their attachment or screenshot did not come through.
  • The inability to @mention someone in a ticket - this is a big one for us. With other ticketing platforms, you have the ability to mention someone in order to get their attention.
  • Their built-in reporting could be improved. Not as robust as other tools. Lack of advanced reporting and granular visualization.
  • Their management is the worst, we had an issue with being overbilled for our license and tried to work it out with their management. Their response: no you can go find another application to use.
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.
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Score 7 out of 10
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Samanage is the ticketing system of our IT dept.
Employees are submitting tickets via Samanage to report issues with their hardware and software, to request IT services, equipment loans, etc.
The IT support team members, in turn, communicate with the employee to get more info, and to report about the resolution, etc.
  • Submitting a ticket is quick and easy, or at least can be configured to be so.
  • The "My Requests" screen is helping in following up on the status of the tickets the user submitted.
  • Easy-to-use knowledge base.
  • The search engine over the knowledge base could be better.
  • No info as to the *last editing* of articles in the knowledge base (aka Solutions ).
  • No option to send feedback to articles (aka Solutions).
Ticketing for various systems support and standardized processes where, at the support department, there are few agents, so the tickets can be assigned between them.

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Score 10 out of 10
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Verified User
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Samanage is the organization's main IT helpdesk and service catalog. It was adopted to improve the service for the organization's users, to automate workflows and to provide better metrics for IT. Furthermore, Samanage being cloud-based means no on-premise maintenance or investment required. We required a helpdesk software that did not require an upfront capital investment, was fast to learn and implement.
  • Very user friendly interface
  • Great workflows
  • The service catalog is very useful and allows us to automate a lot of services we provide.
  • It would be great if there were more integrations
  • We would prefer if we could customize the landing page for our users
Samanage is well suited for companies needing a simple to use cloud-based helpdesk system which still retains a lot of functionality. It has been surprisingly fast and easy to adapt and be a workhorse ensuring all our users gets timely support. IT can measure it up against our KPI's. Users have reported being satisfied with both ticket processing and service cataloging.
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Jon Gabriel Bolland II profile photo
January 29, 2018

Manageable Management

Score 7 out of 10
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Samanage is an ITIL based SaaS for help desk ticketing, change management, and asset management. It helps us create SLA according to whatever criteria we choose. It also allows us to create a workflow for onboarding and offboarding. Each step of the onboarding goes to the appropriate person or department so a new hire is sure to have the right accounts, equipment and licenses assigned. It also creates a workflow to deactivate and reclaim licenses when a person leaves the company.
  • Workflows once set up work very well.
  • SLAs and automatic escalation work as you would expect.
  • SSO was easy to set up so getting users into the system was no problem.
  • Asset management should be synced with OUs in AD.
  • Automatic retiring(not deleting) off assets that don't report in after X amount of time.
  • It can be sluggish, however this issue is intermittent.
A smaller team with a lot of users, the onboarding and set up was done really well. They had a team that helped work with us on the workflow and initial setup which was really helpful. If you need workflows in your helpdesk solution this does that well and is highly customizable in that regard.
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Ryan Lemaster profile photo
Score 10 out of 10
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Samanage is being used across the entire organization for user ticket submission. It addresses the need to centrally document tasks, tickets, inventory, and contracts for the IT department. Our IT team works incidents, tracks inventory, lease expirations, solutions, and problems in the system.
  • 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.
  • Development timelines are not clearly communicated. It's hard to know if/when a request will be implemented.
  • Awaiting input tickets with responses from users don't automatically go back to in progress.
  • Not as much fine-grained configurability of options as you'll see in the larger enterprise systems. If it fits your needs, it's great, but if it doesn't, it can be a bit inflexible. It's important to trial it out first and have a list of your non-negotiables before you buy.
It is extremely well suited for the SMB market place and small IT shops. When you start to get to the enterprise level, some of the things you can't custom configure will hamstring you. It will do 90% of the things you want and do them pretty well. You just have to make sure that the 10% that doesn't work the way you'd like isn't a deal breaker for you.
Read Ryan Lemaster's full review
Sam Bryant profile photo
Score 8 out of 10
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Our department is using Samanage to manage our everyday help desk operations along with tracking larger issues and project solutions. It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.
  • Keeps track of problem tickets.
  • Keeps track of solutions so issues that arise multiple times will have a built in fix.
  • Allow work delegation on single issues.
  • The purchase ordering function could stand to be more customizable to buisness needs.
  • Notifications should be expanded to be customizable in all areas where notifications are utilized.
  • Reporting function based on key words should be added.
A small help desk like ours would do well with a system that is robust but not infinitely so robust that the functions get bogged down. Samanage puts itself in the category of having a lot to offer while maintaining simplicity of use. If you're looking to build processes then this is the software for you. If you already have processes in place and you're not looking to change them but to customize the help desk software to fit your processes it might not be your best fit.
Read Sam Bryant's full review
Eric Broz profile photo
Score 7 out of 10
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We use Samanage as our company-wide help desk portal and for IT inventory of desktops, laptops, tablets, and iPads. It allows us to track issues, sense patterns, and trends and keep track of our assets.We use the portal to share both important outage information as well as self-help tips. The workflow built into Samanage allows us to create a workflow with tasks and tracking for onboarding, offboarding and other HR functions.
  • Users can submit trouble tickets with drop down pick lists to make sure the ticket is properly routed to the right department and person after submission.
  • HR loves the automated workflow for onboarding and offboarding of employees, promotions, transfers, name changes and other HR functions save them time and trees.
  • With the Samanage agent installed on laptops we have the ability to ensure our people in the field are where they should be when they should be, and allows us to trace and find lost or missing equipment.
  • Change Notification from Samanage are rare. One day functionality appears, without explanation or preparation. Things that used to work one way now work another.
  • I've waited several days for a reply to a ticket I've entered with their support over workflow issues.
  • There's no way to globally turn off their 'chat' feature, which they use to broadcast new products or features via a chat window that pops up when you're using the software to do something else.
Samanage is good for small to medium-sized businesses as it incorporates a lot of features and functionality into a single, cloud-based helpdesk solution that is secure. I like that you can limit ticket submission to specific domains only. As a software company, this allows us to keep our internal support emails separate from our external support emails.
Read Eric Broz's full review
Scott Sokol profile photo
Score 8 out of 10
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At MLB Network, Samanage is used essentially as a job ticketing tool for our media management team, which handles media organization, archive, retrieval requests in addition to multimedia preparation, delivery, and acquisition of content. It has addressed our need to reduce email congestion, increase department organization and efficiency, and gain greater visibility into the work being requested, and eventually completed by our team members.
  • Easily assign jobs
  • Track work requested by employee/department
  • Track work completed by our team members
  • Needs better integration with email tools like Microsoft Outlook for requesters who still use as a means for creating a ticket
  • Needs better notification preferences
  • Needs a dynamic refresh of tickets page
While designed for IT service desk teams, we have found that our media services team has been successful implementing Samanage tools.

I think it's best suited for organizing and tracking a high volume of requests, and may not work quite as well for those looking to track projects over a longer period of time.
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Renee Watts profile photo
Score 10 out of 10
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Samanage is currently being used as our asset management platform and as our help desk. We have a very small amount of techs and a medium size company with over 1000 employees, 250 windows machines, 30 stereo systems, and a large number of peripherals. Samanage allow us to know what items are in need of repair or upgrade and allow the employees to know the status of their request.
  • Asset Management. It is hard to find a help desk ticket system with a asset management as strong as samanage's
  • Customization
  • Single Sign-On
  • The incident request system should remove the details section. It doesn't make sense to have it if you have customized forms for the user inputs.
  • Emails from the system can be confusing if there more than one comment on the incident
If your company needs an asset management system with a help desk ticketing system at a great price go with Samanage. They are always updating their product and if you have any issues they are quickly available to resolve them.
Read Renee Watts's full review
Justin Wall profile photo
November 03, 2017

Love it!

Score 10 out of 10
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We use Samanage at Mountain Communication Systems to manage a multitude of clients to stay organized in our ticket system.
  • Managing client tickets
  • Let us know how we are performing under the dashboard
  • Quick response between us and our clients
  • Sometimes the incidents take some time to load, but this is infrequent.
  • It would be nice if there was some sort of sound cue that could be configured with the program to allow audio alert.
Ticketing across multiple clients is where this software seems to really shine. I also really enjoy the feedback feature on the Dashboard that allows our clients to rate their experience with us.
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Mark Murray profile photo
June 08, 2016

Awesome Product!

Score 10 out of 10
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We use Samanage to run our IT Support in all locations in the world. It also has our asset management for PCs, laptops, Macs, Servers and mobiles. We extensively use the solutions function and write a [knowledge base] for self help. It's a great product that is infinitely customisable. Within the asset management, we use the warranty function, and analyse the hardware components listed with each asset.
  • Great management and analysis of all support tickets raised.
  • Comprehensive asset management within all operating systems (Windows, Mac and Linux). Stores all hardware components, serials, warranty info and last known IP address.
  • Great support services. Quick response to all requests. Always help with any issue. Great at letting you know what is in the pipeline. Listen to their customers and add features frequently.
  • No negatives, apart from it's not free? Sorry, nothing.
Samanage is suitable for any central IT function with companies where staff is spread over great distances. It is great for asset management where you may not have any or cannot afford asset software. It integrates all tickets to assets when needed and to predefined solutions you may have listed for user self help.
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Sebastian Pereira profile photo
Score 10 out of 10
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Samanage is used for IT mainly, and we are studying using it for other areas too, since it has built-in workflow features. We provide the organization with SLAs for incident management; it helps us measure the satisfaction our internal customers have and we also use it to manage all assets across the organization.

Some of the problems Samanage is helping with are: provide a service level to the internal clients, manage the computer inventory and the assignment of such devices, measure the satisfaction the people have about the IT area. We are also implementing a service catalog to map different process within the IT area.
  • Service Level Agreements. They are flexible and sturdy enough to manage the service level that we need. It's true there are other applications out there that have a stronger SLA configuration model, but this has everything we need.
  • Customer Satisfaction. With a simple question we can know how well we are doing as a whole. I know they have planned to move forward with features related to NPS score which is something that will add more value from this point of view.
  • The Asset Management. I think this is one of the best features the system has. Through its agent you are able to see and monitor software, hardware and peripherals connected to the computer. It also creates risks from warranty and software from which you can create incidents.
  • The contract management. This is a very simple way to track the contracts you have with different providers, helps you centralize the data related to this and keep it in front of view from the system dashboard if you want to.
  • API integration. For us, this was one of the pilars for selecting an ITSM tool. The API that Samanage provides is pretty straightforward, it has a lot of room to improve but that's not something I'm too worried about, because of the next item.
  • Customer Service. They have one of the best customer support and service I've experienced. They have prompt answers from the simplest request to the more complex issues.
  • 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.
I would say that from the licensing cost, a startup may find it challenging to acquire Samanage. But from some references I made, they work things out to try to adapt the pricing to any pocket. Of course every company has its limits, but I find that flexibility very good.

For me, the key questions were related to how they managed the SLAs, if they have an API to use for integration (and if it has a limit of requests).
Read Sebastian Pereira's full review
Jean Tagliamonte profile photo
Score 9 out of 10
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We are using Samanage for incident management, service management, asset management and change management in our IT department.
  • We are really impressed to with the ability to tie incidents to problems and changes.
  • We like being able to add approvers to changes on the fly.
  • We are happy with the workflow engine and are looking forward to updates to the process.
  • Workflow engine is good but we know they have plans to make it more robust and we are looking forward to that.
  • We'd like to see more consistent integration of TASKS throughout all types of incident and showing up in the same area as other Service Desk related items.
  • I'd love to be able to make services in our service catalog open to the public, requiring login only upon requesting the service.
It's particularly well suited to change and incident management.
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Craig Stockman profile photo
Score 10 out of 10
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We are currently using Samanage as our ITSM suite including the following IT functions:

  • Incident tracking and management
  • IT Change tracking and management
  • Problem tracking and management
  • IT Knowledge base (solutions)
  • IT Services publish through the end user portal (IT Service Catalog)
  • The interface of Samanage is clean and intuitive. Our users require little training because of the user friendly design.
  • The platform is constantly upgrading through user requests in a strong community based forum. There are many active employees that consistently engage with users and future customers.
  • The product is powerful and robust. It scaled well for over 42 locations with local support teams and corporate support teams.
  • The workflow engine is getting a revamp, as it stands, it can do simple task assignments and approval flows. It will be nice to have more features for the workflow.
Samanage stood out to us among all of its competitors due to pricing, features and the support we received during the selection process. The staff members were extremely knowledgeable and helpful during our implementation. This has continued beyond implementation through the community and direct meetings.
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Noel Green, PMP profile photo
November 13, 2015

Try it youll like it

Score 9 out of 10
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We are using Samanage across both IT and Maintenance. It allows us to keep tighter controls on the issues we have at 35 sites across the city.
  • The resolution options are great, we can review them easily to see how other issues have been resolving.
  • Allows us to report on the efficiency of the technicians and the speed at which jobs are being completed.
  • The dashboard allows us to continually monitor all inventory and contracts.
  • The need a mobile app. The current way of using it on a phone is not well done. It's very difficult to use the drop down lists.
  • The work orders that are continuous continue to be difficult to automatically trigger.
I would recommend Samanage because of the reporting abilities and the constant motoring of the technicians and all of our equipment. It's also very easy to add cell phones and keep track of them. I love the way the software inventories the computers and I know when something has changed. This allows us to keep tabs on the users and make sure they don't install something inappropriate.
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Jason Yeary profile photo
November 11, 2015

Simple-Fast-Easy

Score 9 out of 10
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We are using Samanage across the organization to log and work IT Requests. All of our users are encouraged to log requests for assistance within the system and we (IT) will work through these requests.
  • Very easy to use
  • Simple interface that is very fast
  • Cost Effective
  • Email Notifications - Ability to customize messages
  • General Notifications - Ability to limit by group
Samanage is well suited for ANY IT department that is looking for a system that is easy to use and is constantly up to date with the latest features.
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Brandan Kusser profile photo
February 03, 2016

Samanage is great!

Score 10 out of 10
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We use it for IT Help Desk Ticketing, Inventory Management, Reporting, and other things.
  • Inventory Management
  • IT Help Desk Ticketing
  • User Interface
  • Ease of Use
  • Reporting
  • Needs more portal customization
  • Small features I sometimes notice missing. Nothing major.
Samanage would work well in both small and large businesses.
Read Brandan Kusser's full review
Taray Eady profile photo
September 15, 2015

Samange For The Win!

Score 9 out of 10
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We use Samanage throughout our entire university campus. After talking with Samanage we quickly realized the benefits it provided. It could not only serve our IT department it would benefit Finance and Administration, Legal Services and Faculty/Staff. Samanage allowed us to migrate from Microsoft Access for managing campus IT Assets for more than 3,500+ devices. The robust capabilities allowed us to increase performance in many ways (quicker application, web-based access no longer required technicians to carry pen and paper to gather asset information around campus, Samanage Agent allowed quick install for pulling all computer information we needed into the portal, etc.). Additionally, we were using Excel and Access to manage campus-wide contacts and licenses. The switch allowed not only IT to benefit with the use of the Contracts and Licenses for software but Legal Services for the campus and Finance and Administration. We also used the self-service portal to allow users to track equipment assigned to them which increased responsibility and transparency. Samanage offered so many benefits, it is hard to list each one.
  • Customer Support was the greatest strength of Samanage. They engaged from the start and quickly worked with us to allow us to continue using the product even after the trial period was over and we were in the process of contract negotiations. Whenever we had a question I would receive a response and someone was always eager to help and get us switched over.
  • While Samanage addressed many of the problems we had there were still some features we had hoped to get from the product but were not available at the time. Samanage was transparent and open to taking suggestions for new features that would benefit us and other customers. Some of the suggestions were already being worked on and we were told if that was the case and when we could plan to see it released.
  • Very flexible, from support during contract negotiations to the competitive pricing that was provided. For every service or feature we received that pricing did not compare to any other vendor. It is especially hard to even find a vendor that offers a full suite with all the modules that Samanage has.
  • Would like to see reporting around purchasing. Our IT Purchasing department needs the ability to pull reports/audit equipment that was purchased and what is currently in use, surplus, etc.
  • Would like to see more Asset Management around Mobile Devices or even an MDM solution. We currently have two MDM solutions for our campus and would like to consolidate to just one. Would be awesome to see this in Samange besides just tracking the asset.
  • Bulk Adding Devices as placeholders until the Samanage Agent can be installed. We purchase computers in bulk and alot of times when they arrive we do not have the time to install the agent on each one to have it entered into the Samange app. We usually receive a list of Serial Numbers from our Vendor and would like to be able to upload these via CSV then install the agent once we can image the machines.
Samange is appropriate for small to large entities. But, it can be used for enterprise entities. There are some features I would like to see added before being fully utilized by the enterprise. However, it serves a campus of 3,000+ employees and 12,000+ students just fine.
Read Taray Eady's full review

Feature Scorecard Summary

Organize and prioritize service tickets (17)
7.5
Expert directory (9)
5.8
Service restoration (11)
6.4
Self-service tools (17)
7.1
Subscription-based notifications (15)
7.6
ITSM collaboration and documentation (13)
7.3
ITSM reports and dashboards (16)
6.5
Configuration mangement (15)
7.6
Asset management dashboard (16)
7.8
Policy and contract enforcement (12)
7.7
Change requests repository (10)
6.9
Change calendar (8)
6.3
Service-level management (13)
7.4

About SolarWinds Service Desk

SolarWinds Service Desk, previously Samanage Service Platform, is a cloud-based service desk for IT or any other department.

A single platform for service management, IT asset management and configuration management, Service Desk is ITIL-ready and complete with Incident, Problem, Change, and Release Management capabilities. Advanced reporting modules empower users to analyze trends, monitor service quality, and continuously improve service management processes.

SolarWinds Service Desk Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureSelf-Service Portal
Has featureSoftware and Hardware Inventory Tracking
Has featureRobust and Flexible Reporting
Has featureKnowledge Base
Has featureContract and License Tracking
Has featureIntegration with Over 200 Applications
Has featureCode-Free Customization
Has featureSLA Management

SolarWinds Service Desk Screenshots

SolarWinds Service Desk Integrations

Zendesk, OneLogin, Zapier, Google Apps, Salesforce

SolarWinds Service Desk Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

SolarWinds Service Desk Support Options

 Free VersionPaid Version
Phone
Email
Live Chat
Forum/Community

SolarWinds Service Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:All
Supported Languages: Support for 40+ Languages