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SolarWinds Service Desk

SolarWinds Service Desk
Formerly Samanage

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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Recent Reviews

TrustRadius Insights

SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across …
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TrustRadius Insights
TrustRadius Insights

SolarWinds is a homerun!

9 out of 10
May 30, 2022
We use SolarWinds Service Desk for our Incident tracking and it helps to use SolarWinds Service Desk (SSD) for the reporting that we must …
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Solarwinds works for us!

7 out of 10
December 15, 2020
Incentivized
It is used across the whole organization. It addresses Incident mgmt, change mgmt, purchase orders, and device management mainly for our …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Organize and prioritize service tickets (95)
    9.3
    93%
  • Self-service tools (85)
    8.0
    80%
  • Asset management dashboard (80)
    6.9
    69%
  • ITSM reports and dashboards (86)
    6.4
    64%

Reviewer Pros & Cons

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Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employees
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Pricing

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SolarWinds Service Desk

SolarWinds Service Desk

N/A
Unavailable

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…

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

6.9
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

8
Avg 8.4
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Product Details

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

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SolarWinds Service Desk Video

SolarWinds Service Desk Overview

SolarWinds Service Desk Integrations

SolarWinds Service Desk Competitors

SolarWinds Service Desk Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesAll
Supported LanguagesSupport 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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Comparisons

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Reviews and Ratings

(161)

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!

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

(101-118 of 118)
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June 05, 2018

Powerful yet easy to use help-desk system

Verified User
Vice-President in Information Technology
Marketing and Advertising Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
January 29, 2018

Manageable Management

Jon Gabriel Bolland II | TrustRadius Reviewer
Jon Gabriel Bolland II
System Administrator
LeChase Construction (Construction, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 08, 2017

Samanage - Great product for SMB

Ryan Lemaster | TrustRadius Reviewer
Ryan Lemaster
Vice President of Information Technology
Billingsley Company (Real Estate, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 08, 2017

Great for building a helpdesk from scratch!

Sam Bryant | TrustRadius Reviewer
Sam Bryant
Technical Support Analyst
Georgia Municipal Association (Government Relations, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 06, 2017

Samanage is a great small to mid-sized helpdesk/inventory solution

Eric Broz | TrustRadius Reviewer
Eric Broz
System Administrator
Turning Technologies (Computer Software, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 03, 2017

Samanage can enable your path to Managed Services

Verified User
Manager in Information Technology
Philanthropy Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Samanage seemed to be a good balance of price and features for a non-profit, but we've also found it to be a very fluid company in that we seem to have a new account manager every few months. We don't really feel like we consistently have someone who understands our business.
November 03, 2017

Stop wasting time and get Samanage

Renee Watts | TrustRadius Reviewer
Renee Watts
Information Technology Administrator
Fitness Formula Clubs (Health, Wellness and Fitness, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
November 03, 2017

Love it!

Justin Wall | TrustRadius Reviewer
Justin Wall
IT Help Desk Technician
Mountain Communication Systems, LLC (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
June 08, 2016

Awesome Product!

Mark Murray | TrustRadius Reviewer
Mark Murray
IT & Facilities Manager
Learning Technologies Group plc (E-Learning, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
February 03, 2016

Samanage - Top tier ITSM soultion

Craig Stockman | TrustRadius Reviewer
Craig Stockman
IT Developer
Inteva Products (Automotive, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
November 13, 2015

Try it youll like it

NG
Noel Green, PMP
Technology Director
KenCCID (Non-Profit Organization Management, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
September 15, 2015

Samange For The Win!

Taray Eady | TrustRadius Reviewer
Taray Eady
Inventory Control Specialist
Wellcentive (Education Management, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
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