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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%
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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 8.1

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

(26-50 of 118)
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July 10, 2020

Solarwinds Service Desk Review

Verified User
Director in Information Technology
Financial Services Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk makes keeping tabs on a multitude of assets and users relatively painless. Out-of-the-box, it's quite functional and deployment can be completed in very little time. The platform is intuitive making user adoption easy. It's a bit of an island due to lack of integrations, so there's the trade-off. If you need a service desk that's highly customized and/or tightly integrated with other systems, you might look elsewhere -- but be prepared to pay more and invest more time getting that solution deployed.
June 03, 2020

Overall Satisfied for Service Desk Use

Verified User
Manager in Information Technology
Real Estate Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Although we do not use many aspects of the system, Service Desk processes 2,000 incidents (tickets) per month. Our support team can easily track, assign, and reply to tickets. Screenshots/attachments are easy to add. We gained a higher adoption by allowing end-users to email in requests instead of just using the portal, which is a great feature.
June 01, 2020

Issue tracking is great from SolarWinds!

Verified User
Director in Information Technology
Mental Health Care Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
SolarWinds Service Desk is great for ticketing/issue management at dispersed or local organizations. The SLA breaches help for management of staff and increases timely resolution. It's not as helpful for time tracking or task tracking unless implemented/strictly used.
May 21, 2020

Solarwinds Service Desk - ITSM on a Budget

Kevin Staton | TrustRadius Reviewer
Kevin Staton
Director of IT
Empower (Marketing & Advertising, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk strikes a good balance between cost and features. If you're an organization without any tools for incident management, process workflows, or vendor management, then Solarwinds Service Desk will be a huge improvement. Service Desk has more features than other products in the same tier. We compared Solarwinds Service Desk to Zendesk but found that Zendesk was missing key capabilities.

For larger organizations or organizations with more sophisticated project management, dashboard, incident management, asset tracking needs... as well as larger budgets... something like ServiceNow or TeamDynamix would be a better choice.

The key takeaway for Solarwinds Service Desk is that it has many features at a fraction of the cost of the big players in this space. It won't be as customizable as the more expensive models but it will help you mature your ITSM and help with organization wide process improvement.
May 20, 2020

Solarwinds Service Desk (formerly Samanage) Review

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great if looking to have a ticketing system end-users and the IT department can use to track, discuss, and review any tech-related issues. Makes getting the info the IT department needs from the end-user to work on the issue simply and streamlined.
May 16, 2020

Highly customizable forms and features. Also, great for companies with compliance/audit requirements

Verified User
Director in Information Technology
Hospital & Health Care Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for scenarios where you need one or more of the following:
  • Complex form features that go beyond forms where you simply type text into a box.
  • The ability to create complex menus in your forms, using multiple variables.
  • An audit trail showing who did what with a request or ticket.
  • An approvals flow, showing that requests are formally approved by the designated approvers.
Solarwinds Service Desk is probably not well suited for scenarios where you just need a simple ticket system that doesn't have a lot of bells and whistles.
May 15, 2020

Works great for our law firm.

Verified User
Manager in Information Technology
Legal Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Works great for smaller IT teams, with fairly vanilla ticket workflows. Great for web access, there is even a mobile app available. Solarwinds Service Desk does not require a large amount of administration, and it's fairly intuitive. Brings great visibility into what is installed, as long as the agent is deployed correctly.
May 15, 2020

Solarwinds Service Desk: Best for Service Desk and IT Asset Management

RQ
Rawen Qadir
IT Manager
Big Heart Foundation (Non-profit Organization Management, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is a great tool for managing the day-to-day IT service desk team, plus it's best to track and control the IT assets. You can also embed surveys to get feedback from the users on how the IT team is helping and providing IT Support. This is very important to find out if there is any issue or delay from your team.
May 15, 2020

Look no further than Solarwinds Service Desk for your support desk needs.

Verified User
Technician in Information Technology
Financial Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for helping with tracking incidents, contract renewals, asset management. The reporting is phenomenal once you have fine-tuned it for your needs. Running a vanilla report that's unconfigured will be difficult to understand.

It's less appropriate for tracking investigations. This is often best left in email with HR. The knowledge base is good, but could use some improvements particularly when typing out the knowledge base articles as they are defined.
May 15, 2020

Good things from the Solarwinds acquisition of Samanage

Verified User
Engineer in Information Technology
Banking Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk works pretty well for an organization of our size. We moved from an internally-hosted solution to this and found it much easier to manage and much more feature-rich than many other entry-level solutions. In the less appropriate sphere, I could see this being a platform some organizations could outgrow as reporting needs and user counts expand.
May 15, 2020

Solarwinds Service Desk brings people together!

Verified User
Manager in Information Technology
Law Practice Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Solarwinds Service Desk is well suited to an IT environment where tracking incidents and communicating with requesters is a high priority. Organizations that want to bring service into focus between historically siloed departments would be well advised to consider Solarwinds Service Desk. I think this platform would be less productive for smaller organizations, as the cost would be prohibitive and may not see a sufficient return on investment.
May 15, 2020

Easy to use and budget-friendly help desk tool

Verified User
Director in Information Technology
Hospital & Health Care Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is a low-cost tool that allows a company to get all of the functions of help desk tracking and ticketing without a major investment. Solarwinds Service Desk is easy to use and very easy to set up. If you are looking for a fast and inexpensive ticketing system this is the one for you.
May 15, 2020

Solarwinds Service Desk (formerly Samanage)

MH
Mitchell Hollberg
Database Administrator
CFGA (Philanthropy, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any team providing core support for a larger organization would benefit from a tool like Solarwinds Service Desk. We use this in IT, but it could be useful for groups such as HR to manage employee questions and requests, or a centralized marketing department, requisitions team, etc.

The tool seems optimized for use within an organization. I don't see how it would support external customers in a clean fashion.
May 15, 2020

Solarwinds Service Desk was the right choice for our service desktop needs

Verified User
Manager in Information Technology
Consumer Goods Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is miles above our old service desk system. The searching capabilities make it easy to find what you are looking for and the more you use it and the more data you feed it, the better it gets. It definitely is a learning system and the more you and your users work with it the more you'll get out of it. If your users are not tech-savvy, they may need some additional training on the system. But my advice is to keep the forms and workflows simple, at least what is end user-facing. You can always allow the technicians to add additional information in the background.
May 11, 2020

A Mostly Good Platform

Matthaniel Cowell | TrustRadius Reviewer
Matthaniel Cowell
IT Specialist
WKS Restuarant Corporation (Restaurants, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This platform is great for managing and tracking incidents, changes, inventory, and creating Support/FAQ articles for the organization. It might not be great for managing network diagrams or some other high-image-based documentation, though it will work. The feature set seems to be always expanding, so some stuff that may be lacking might be soon available.
May 11, 2020

Solarwinds Service Desk Review

Barb Crepeau | TrustRadius Reviewer
Barb Crepeau
Computer Support Technician
UW School of Nursing (Higher Education, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk has great functionality from the start, user friendly for IT departments. But as we expanded our service offerings with our management system to include finance and human resources etc., it wasn’t the best product for us. We still use the asset/software tracker and love it.
May 10, 2020

Why I would Choose Solarwinds ServiceDesk For My ITSM

Verified User
Manager in Information Technology
Construction Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds is very easy to set up from the start. We have added groups and technicians to those groups for easy ticket assignments, and asset management tracking is very useful. It's a young tool with a lot of room to grow in terms of automation, but I really like it.
May 10, 2020

Finally an ITSM solution built with integration in mind!

Verified User
Engineer in Information Technology
Defense & Space Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
From an asset management standpoint, it is well suited for IT-related equipment. We use it to track all physical nodes across the infrastructure. However, it is not built to support non-IT assets very well (e.g. keys, badges, etc.). The offering is very IT-centric for what is marketed as a solution to be used "beyond IT."
May 10, 2020

Great out of the box solution

Verified User
Manager in Information Technology
Financial Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great out of the box cloud-based solution that is easy to implement and easy to maintain and administer. Well suited for any company that is looking for a solution that does not require a full-time administrator to maintain the platform but offers easy to configure workflows and integrations. Maybe less suited for enterprise-level organizations.
May 08, 2020

Solarwinds can do everything but actually produce solar power!

Derek G Desautels Jr | TrustRadius Reviewer
Derek G Desautels Jr
IT Admin
Cumby Group, LLC (Construction, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is perfectly suited for any company's internal IT functions. Great for IT when onboarding new employees, tracking assets, or managing tickets. The ability to make service catalog items for onboarding is easy, well built, and fully customizable.
May 08, 2020

Solarwinds is a great work order system

Verified User
Analyst in Information Technology
Health, Wellness and Fitness Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have really enjoyed having Solarwinds implemented as our IT Help Desk software and can see it easily being used to track all of our maintenance work orders as well. I can see where it might have some limitations in some settings, but for us, it is well suited.
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