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SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across …
Overview
What is SolarWinds Service Desk?
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…
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Popular Features
- Organize and prioritize service tickets (95)9.393%
- Self-service tools (85)8.080%
- Asset management dashboard (80)6.969%
- ITSM reports and dashboards (86)6.464%
Pricing
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What is SolarWinds Service Desk?
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…
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For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…
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- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is 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
- Supported: Organize and prioritize service tickets
- Supported: Expert directory
- Supported: Service restoration
- Supported: Self-service tools
- Supported: Subscription-based notifications
- Supported: ITSM collaboration and documentation
- Supported: ITSM reports and dashboards
ITSM asset management Features
- Supported: Configuration mangement
- Supported: Asset management dashboard
- Supported: Policy and contract enforcement
Change management Features
- Supported: Change requests repository
- Supported: Change calendar
- Supported: Service-level management
Additional Features
- Supported: Self-Service Portal
- Supported: Software and Hardware Inventory Tracking
- Supported: Robust and Flexible Reporting
- Supported: Knowledge Base
- Supported: Contract and License Tracking
- Supported: Integration with Over 200 Applications
- Supported: Code-Free Customization
- Supported: SLA Management
SolarWinds Service Desk Screenshots
SolarWinds Service Desk Video
SolarWinds Service Desk Overview
SolarWinds Service Desk Integrations
- Zendesk Suite
- OneLogin by One Identity
- Zapier
- Google Apps
- Salesforce
SolarWinds Service Desk Competitors
SolarWinds Service Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | Support for 40+ Languages |
Frequently Asked Questions
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.
Zendesk Suite, ServiceNow IT Service Management, and Freshservice are common alternatives for SolarWinds Service Desk.
Reviewers rate Organize and prioritize service tickets highest, with a score of 9.3.
The most common users of SolarWinds Service Desk are from Mid-sized Companies (51-1,000 employees).
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across different industries and departments. Users have found the platform to be extremely valuable and user-friendly, enabling them to streamline processes and improve overall efficiency.
One of the primary uses of SolarWinds Service Desk is in IT incident management, where it provides service level agreements (SLAs) and measures customer satisfaction. It helps IT teams effectively manage and resolve tickets by centralizing ticket submission, documenting tasks, and providing real-time support. Additionally, it offers comprehensive automation capabilities for accurate tracking and management of requests.
The software is also commonly used for asset management, allowing organizations to track and manage their computer inventory and device assignment. This feature proves beneficial for various departments such as Customer Support, HR, Sales, and Facilities Management to efficiently handle inquiries, track warranties, contracts, licenses, and assets. Moreover, SolarWinds Service Desk enables users to create self-service forms and checklists for streamlined onboarding processes and makes job ticketing more efficient for media management teams.
Another notable use case of SolarWinds Service Desk is its utilization as a help desk platform company-wide. It allows employees to log tickets easily, browse knowledge base articles for IT assistance, and monitor their resolution. By cataloging and prioritizing IT requests, it assists in maintaining standardized processes while also providing transparency and records for incidents, changes, and inventories.
Overall, SolarWinds Service Desk has proven its versatility by being utilized for incident management, asset tracking, knowledge base portal access, vendor management, contract management, helpdesk operations, change management, service cataloging, and more across various industries and departments. It aids in improving efficiency and effectiveness in tackling everyday problems while minimizing interruptions and optimizing workloads.
Users commonly recommend Solar Winds for several reasons. Firstly, they suggest giving Solar Winds a try as it integrates into other applications and offers a good product at a lower cost. It is particularly recommended for small teams or teams without much IT expertise.
Secondly, users find Solar Winds to be an effective ticketing system that provides an organized and efficient way to communicate and address issues with clients. This makes it a great choice for companies in need of a reliable customer support solution.
Lastly, users suggest Solar Winds for its ability to fully manage a support shop, help IT teams streamline their tasks, and create custom catalogues and workflows. They also appreciate that it provides the necessary features to implement a small CMMS system without high implementation costs.
Overall, users believe that Solar Winds is an all-in-one customizable, hosted solution that offers integration capabilities, an efficient ticketing system, and the tools needed to manage IT tasks effectively.
Attribute Ratings
Reviews
(26-50 of 108)Companies can't remove reviews or game the system. Here's why
May 28, 2020
Solarwinds Service Desk Review
Solarwinds was HIPAA compliant out of the box. That was very helpful for us.
May 21, 2020
Solarwinds Service Desk - ITSM on a Budget
We have used Zendesk, ServiceNow, Spiceworks, and TeamDynamix. Zendesk lacked features like vendor and contract management but offered a competitive price. ServiceNow and TeamDynamix are more full-featured ITSM tools with more features but not cost-effective for our organization. Those tools are also highly customizable, which is great, but also an impediment to standing up a solution quickly and at low cost. Solarwinds Service Desk offered most of the features we were looking for with our budget.
May 16, 2020
Highly customizable forms and features. Also, great for companies with compliance/audit requirements
We already use Jira Software, so we also evaluated Jira Service Desk, since it would have integrated quite easily and been a lower cost than Solarwinds Service Desk. We found that Jira Service Desk was mainly a "cookie cutter" product, where there was very little capability for creating your own custom forms with useful features. You basically needed to rely on the generic forms that were already built-into the product.
May 15, 2020
Works great for our law firm.
- Asset Panda and BMC Track-It!
It was a combination of simplicity, cost and features that ended up why we chose Samanage.
May 15, 2020
Solarwinds Service Desk At A Glance
- Lansweeper and ServiceNow
For our needs, ServiceNow was overkill and VERY Pricey. Lansweeper was a pretty good agentless solution. However I found the asset managent console a bit clunky with no ability to remove unwanted items permanently.
Solarwinds Service Desk, in terms of platform customization, incident tracking, reporting, knowledgebase, and asset management, far outpaces many other platforms we have tried in the past. Including Zendesk, which is a great service, but is way too configuration-heavy for a company of our size. In the past, we used Manage Engine. That was good but it was bland and overall lacking many of the features that we needed as our business began to grow. For a small to medium-sized business, I highly recommend Solarwinds Service desk. We even feel it can continue to grow with us as our business grows into a large-sized business.
May 15, 2020
Solarwinds Service Desk brings people together!
- Agiloft Contract Lifecycle Management and BMC Track-It!
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.
May 15, 2020
Easy to use and budget-friendly help desk tool
This tool was selected prior to my coming to work for Injured Workers Pharmacy. The key reasons for its selection were to quickly be able to separate traditional IT incidents from IT developer incidents as well as which incidents were actually requests for new functionality and needed to be moved to Project Intake.
May 15, 2020
Solarwinds Service Desk (formerly Samanage)
Have not used other products
We came from using the Kace management appliance and let me tell you, it's come a long way but it still doesn't come close to Solarwinds Service Desk. The Kace appliance is not as feature-rich or as flexible. Before choosing Solarwinds Service Desk we also evaluated ServiceNow, Jira, ManageEngine ServiceDesk Plus, and a couple more. ServiceNow was just priced way out of the range of any other product. All of the products had their pluses and minuses but at the end of the day, already being a SolarWinds customer, and how powerful Solarwinds Service Desk is sold us.
May 11, 2020
A Mostly Good Platform
Solarwinds Service Desk seems to offer more features and a more intuitive interface for our internal customers. While Zendesk may provide some slightly better usability features, Service Desk gives us great reporting and contains an inventory management tool where information about each computer in our company is documented and continuously updated automatically with service agent software can run on each device and some network scanning tools.
May 11, 2020
Solarwinds Service Desk Review
May 10, 2020
Solarwinds Service Desk: Good but expensive
It was here before me. I plan to try to replace it with Spiceworks, which is free. With the decrease in budget, we have to find ways to cut costs. I used Spiceworks before and I think it does everything we need. I’ll save $7,000 a year.
- Ivanti ITSM Service Desk, powered by Heat (formerly LANDESK Service Desk) and KACE Systems Management Appliance (SMA)
Solarwinds ServiceDesk is superior to the above two tools for our organization mainly because of the ease of use. You do not need to have a programming background to set up your ITSM tool. With it, you get automation, reporting options, catalog items, and on-demand chat with the technical staff. It covers many departments in the organization and can certainly be expanded to new teams for adoption with their processes quite easily. The price point is also important. It is affordable.
We selected Samanage for the reason that it integrated well into our single sign-on solution and has an open API. This integration has streamlined our on-boarding/off-boarding processes to a great extent. Additionally, the capability of customizing user security roles allows us to tailor the user experience for our global user base.
May 10, 2020
Great out of the box solution
- Ivanti Service Manager (powered by Heat), Cherwell Service Management and ManageEngine ServiceDesk Plus
We went with SWSD because of the ease of usability. The UI was very easy for everyone who tested the various platforms to understand and navigate. We also felt that the customer service and support of the Samanage team was above the rest. Knowing that any solution we went with would inevitably run into issues at some point, it was very important for us to know that the vendor we went with would provide excellent support and service to us.
We have not previously used any other software.
May 08, 2020
Solarwinds is a great work order system
Solarwinds is a much more user-friendly program with features that are much easier for our people to understand and use.
May 07, 2020
Service Desk at its best.
We looked at 5-6 different packages before selecting Samanage. Our decision was based on seeing our need and what best fit that need. Incident tracking/asset tracking/Procurement, etc.
May 07, 2020
Low cost and easy to use
SolarWinds is much simpler to operate than ConnectWise.
May 07, 2020
SolarWinds Service Desk is Great for Small Business, Lacks Intelligent Workflows and Automations
I have used several ITSM platforms and IT issue tracking systems including Remedy, Spiceworks, ServiceNow, SolarWinds Service Desk, and Zendesk. SolarWinds Service Desk competes well with both Zendesk and Spiceworks because it has a complete ITSM platform. Service Desk's asset management component is very robust and tracks the lifecycle of assets very well, making it hard to beat by just about any platform. However, larger organizations may find that overall, Service Desk lacks automation and workflows that can be a good aid in any IT support environment. ServiceNow offers these two key items so keep that in mind.
May 06, 2020
Service Desk: great features at a good price
We evaluated several vendors like ServiceNow, Track-IT, Footprints, FreshDesk etc. Service Desk had a lot of the features that covered our IT processes/needs, and enough features for us to grow into. Service Desk implementation was well organized and fast. Price-wise, Service Desk has a lot of features at an affordable price.
May 06, 2020
Solarwinds Service Desk
- BMC Helix ITSM (Remedy) and ServiceNow
The main business need was having a cloud-based product that can allow all employees to submit requests and be able to track and manage the tasks in an organized manner. ServiceNow is a robust software and requires a full-time engineer to manage, BMC remedy was lacking the user experience. Solarwinds Service Desk was cost-effective and has all the features we're looking for in the product. It's cloud-based and provides off the shelf product with a ton of custom features. I was able to set up and bring the software online in less than a day, it only took me half a day to build out custom forms, which was way better than some other products. For the past several years, we have improved Samanage a lot in our environment as we are learning more about the capabilities of the custom catalogs.
May 06, 2020
ITSM Out of the Box
Spiceworks, Freshdesk, and their ITSM product. Both of those products are limited in their scope and difficult to implement. Solarwinds Service Desk was easy to implement and their implementation team got us to production quickly and with little fuss or changes since. We just use the product, we don't have to manage the tool.