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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

(51-75 of 118)
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May 07, 2020

SolarWinds Service Desk is Great for Small Business, Lacks Intelligent Workflows and Automations

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
SolarWinds Service Desk is a decent ITSM platform and is very affordable, making it well suited for small businesses. Additionally, the setup and configuration are simple so an experienced administrator, team lead, and manager level employee should have no issues managing Service Desk. If you are looking for more complexity with workflows, automation rules, and customization, SolarWinds Service Desk isn't for you.
May 06, 2020

Service Desk: great features at a good price

Dave Pekol | TrustRadius Reviewer
Dave Pekol
Director IT Operations
Ergon (Oil & Energy, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For an IT helpdesk application, it is fantastic. We were able to deploy it across all of our IT teams at different companies and it was easy for them to learn and was adopted quickly by the end users. We have used it for other business segments that were not IT. Service Desk works great, but there is no escaping that it is an IT tool built on the ITIL process. If you could turn off Problems, Changes etc, for some of those folks it could look better for them.
May 06, 2020

Solarwinds Service Desk

SS
Saranjit Saini
IT Manager
CREATIVE WERKS, LLC (Packaging & Containers, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Creating custom forms based on the needs of the department is a great benefit of Solarwinds Service Desk. Our HR team asked for custom workflows for on-boarding and off-boarding. We were able to create tasks based on options selected by the requester. Additionally, we are able to build custom notifications to external and internal users.
May 06, 2020

ITSM Out of the Box

AH
Alan Hill
Vice President Information Systems
Avid Acceptance, LLC (Automotive, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for creating an ITSM program at your organization without having to have in-depth expertise in ITSM or its associated frameworks like ITIL.
It does not provide for much automation and management with regards to your hardware assets. You will need another tool for that and there may be integrations and other Solarwinds products for that and I'm unaware of them.
May 06, 2020

Solarwinds Service Desk is a full-service product.

Verified User
Manager in Information Technology
Health, Wellness and Fitness Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I really think the Solarwinds Service Desk portal is very well organized. Our users once there can pretty easily find what they need and complete it. Request and incident creation are very intuitive. The portal also allows users to access any records they have opened so they can stay informed of progress.
I would like to see the mobile app become more useful. Currently, you can only create a new incident and view incidents. And the details of an incident are no included. I'd like the incident to be more comprehensive as well as offer access to the modules of Solarwinds.
May 06, 2020

Overall satisfaction, needs some work on reporting details

VG
Virginia Grey
Senior Director of IT & Communications
Warren Washington Albany ARC (Individual & Family Services, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For the small IT Department, this is the perfect tool. It's easy to set up, easy to understand and customize as needed. The cost under Samanage was appropriate as well. Under SolarWinds, the cost has increased enough that we (small non-profit) may need to consider finding an alternative as they couldn't work with us at all on the price. Also, if an organization needs more robust, configurable reporting, they might need a more sophisticated program.
May 05, 2020

One Service Desk to rule them all.

Verified User
Manager in Information Technology
Financial Services Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Solarwinds Service Desk is a strong tool for collaboration and organization of incidents and service requests, giving you the ability to manage or enforce procedures and policies creating a consistent and reliable response. From a customer support standpoint, this does wonders being able to keep your employee or client well informed on their request.
May 05, 2020

Great Product, Great Price

CT
Caleb Theriault
Systems Administrator
Berrien Metal Products (Mechanical Or Industrial Engineering, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk would be well suited to medium to large companies where tracking and process automations create high ROI.

Solarwinds Service Desk is less suited to very small companies, based on a cost-to-benefit ratio.
May 03, 2020

A robust ticket system that helps streamline many business functions

Verified User
Manager in Information Technology
Non-profit Organization Management Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds is great when you need approvals. Once approvals are completed, an automated process can be set up, which is a real time saver. For example, when a manager submits a ticket for a new hire, HR needs to approve. Once approved, we spin off two new tickets: one to Payroll and one to IT for set up. Inventory management is excellent with the lifecycle tab.

May 01, 2020

Solarwinds Service Desk Review

RG
Richard Gonzales
IT Specialist
Wind River Family and Community Health Care (Hospital & Health Care, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The best place for software like Solarwinds Service Desk is in a large organization. Especially one with multiple sites. This is because the options are almost endless for the end-user to be able to sign in and submit tickets or as for resources. It allows them to be very descriptive almost to a point of being too much which is good, the more information the better. I feel like in a smaller organization a lot of features would be lost due to the robustness of the program. It would be too much for a smaller business to adequately use it
May 01, 2020

Better than any other product I've had to work on.

VC
Vikas Choubey
Associate System Engineer
Tata Consultancy Services (Information Technology & Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for multi-tenant environments and specific views are required for different levels of technologically sound stakeholders. Not suited for viewing on small screens.
May 01, 2020

Nice platform at a cost

Verified User
Director in Information Technology
Financial Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for ticket management in many areas. It allows customization of roles, categories, sub-categories, required fields.

Restricting roles can become difficult. Example: Our HR department uses the system and sensitive information can go to their department so other departments are restricted from viewing their tickets. Testing has to be done to ensure it is locked down appropriately and training of staff is very repetitive on how to accurately move tickets from one department to another because of the restrictions we have set in place.
May 01, 2020

Solarwinds Service Desk Review

TM
Treyce Miller
Network Administrator
Channel Control Merchants, LLC. (Retail, 5001-10,000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I actually used Solarwinds Help Desk at a previous job for about 2 years. When I started my current job, they were looking for an incident tracking system. So, I recommended Help Desk. We tried it out for a couple of weeks. Then, the company decided to go for Solarwinds Service Desk because it was cloud-based. We have been using it for almost a year.
May 01, 2020

Best Ticketing Tool on Market!

Verified User
Technician in Information Technology
Construction Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited to documenting tickets. It is very clean and readable, not bulky. It does a great job for people to get familiar with and utilize. Also, when needing to check ticket numbers by support agent, the Reports also display great information to be able to take and apply to meetings.
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