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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

(76-100 of 118)
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April 28, 2020

Solarwinds Service Desk--the right application for the job

Salvador Salcedo | TrustRadius Reviewer
Salvador Salcedo
IT Director
Rincon Band of Luiseño Indians (Government Administration, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Overall, Solarwinds Service Desk is well-suited as an all-around ticketing system. I like using solutions as a knowledge base for both the IT team and end-users. End-users find it easily accessible and navigable. One department that it may not be best suited for is General Services. It does not have geo-mapping and fleet management features that General Services-specific ticketing applications provide.
April 28, 2020

Solarwinds - When you need a complete Service Desk

Steve Taylor | TrustRadius Reviewer
Steve Taylor
IT Manager
Payroll & Insurance Group Inc. (Information Technology & Services, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We moved to Solarwinds Service Desk from Connectwise. I think it's a far superior product with better support and features. I believe it to be best suited for a company IT department with expansion capabilities through the service desk to other departments in the company, such as HR, that need self service capabilities.
April 27, 2020

Great for inventory management

Mike Paron | TrustRadius Reviewer
Mike Paron
Information Technology Support Manager
AVIXA (Non-profit Organization Management, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend Solarwinds Service Desk (formerly Samanage) for anyone who needs automatic inventory tracking. Before, we were using spreadsheets and PDQ, which is not a great solution. Samanage has saved me hours of work every month and provides more info than I could track manually.
April 27, 2020

Great product, easy to use and manage

JC
Jonathan Cotti
Information Technology Manager
Norwell School Department (Education Management, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for any environment that needs a well-laid-out and fully-customizable tracking system. I cannot think of a scenario where it would be less appropriate unless a ticket/inventory type solution is unnecessary.
April 27, 2020

SolarWinds Service Desk review

Verified User
Director in Information Technology
Food Production Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The solution is well suited for an IT help desk, facilities task management, and misc shop floor requisitions.

It could use improvement from an IT perspective with including a network scanner, asset management, and cost management. These are all things that the system offers but we do not use it for currently.
April 27, 2020

The best service desk I've ever used

Verified User
C-Level Executive in Information Technology
Museums & Institutions Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
SolarWinds Service Desk has been great for our small IT team - easy to use and powerful enough to grow into more complex functionality. It's also been especially helpful for our Graphic Design team, which is similarly small and receives many requests that it has to track through a predefined process. Our HR team has valued it as a way to convey information to IT and Facilities when people join or leave the organization.
April 27, 2020

great ITSM platform! cost effective and easy to use.

TV
Toni Ventura
IT Operations Manager
The Hillman Group (Consumer Goods, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend

SWSD is great for small-medium sized enterprises. Doesn't require a programmer/developer or someone with a specific skill set to administer and manage.

Easy to use and cost effective.

The user portal works well for user notifications and access to forms and solutions. Users also have immediate access to their tickets and can see the current status as well as the history of their tickets.

April 27, 2020

No regrets choosing Solarwinds Service Desk

IL
Ian Llanera
IT Analyst
Rail Management Services (Transportation/Trucking/Railroad, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Overall, Solarwinds Service Desk is a solid and excellent choice or a straightforward ticketing system. It offers most of what the other systems in the market offer. It's suitable for practically all organization types, whether it's used by a big or a small team. It also offers integration should there be a need for collaboration with other apps.
April 24, 2020

Solarwinds Service Desk Review

Verified User
Manager in Information Technology
Information Technology & Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for incident workflows, which are very useful, especially where multiple people are involved at different levels (e.g. from approving requests to being assigned specific tasks within the workflow). Unfortunately, the implementation of automation is limited compared to systems we have used in the past and often leaves us unable to automate simple and routine tasks.
April 24, 2020

Solarwinds Service Desk

Verified User
Manager in Information Technology
Electrical & Electronic Manufacturing Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is well suited for the professional who is looking for a singular hub for all IT service desk management. This platform has exponentially increased our response time for our end users. Before Solarwinds, our IT dept. had used various notepads to track "Tickets," which lead to less accountability as well as lost items.
April 24, 2020

Service Desk Review

Verified User
Manager in Information Technology
Legal Services Company, 201-500 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We primarily use Service Desk for managing helpdesk tickets, helpdesk reporting, and maintaining system changes. The main concern is the inability to use MFA and restricting users to only being able to log with only a username and a password. This is particularly important for administrator accounts.
April 23, 2020

Great product with potential to help other non-IT departments

BD
Barry Dutchak
Information Technology Director
Great West Newspapers (Newspapers, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Service Desk is great for smaller organizations that don't need to maintain tight ITIL standards. It also works great to have other departments using the same service desk for the entire organization if they are willing to pay the high licensing fees for each individual. If you have a large amount of users that require this functionality then I would suggest looking at other products where the pricing would be less expensive per user. That said, on the IT side, we have been able to combine many lists and applications into one with this solution.
April 23, 2020

Solarwinds Service Desk - Easy, breezy, beautiful

Verified User
Engineer in Information Technology
Aviation & Aerospace Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk's ease of use is easily its top selling point. Where other products may have a large learning curve, Solarwinds Service Desk blows the stigma of "hard to use" ticketing systems out of the water. If you've ever used a social media platform before, you can use Solarwinds Service Desk.
April 22, 2020

Solarwinds Service Desk is easily an amazing software, could use a couple tweaks though.

Verified User
Administrator in Information Technology
Financial Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Receiving and managing tickets, this software does this very well. More so than other ITSM software I've used. Also, change requests are a breeze as well. Something it doesn't do well is asset management. We elect not to have to install software on every workstation so we have to use other assets in the program and its clunky and difficult to edit items quickly or easily. The import from CSV is nice though.
April 21, 2020

Solarwinds Service Desk Puts the Wind in Your Sales

Jordan McCormick | TrustRadius Reviewer
Jordan McCormick
IT Manager
Adventures in Missions (Non-profit Organization Management, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk solution is great for asset management, not to be confused with device management. This tracks information regarding assets (hardware specifications, software, warranty information, etc.), it does not push commands or information to the asset. This solution is also great for a ticketing solution, very customizable for categorizing and organizing requests, and works well with communication with staff or end-users.
April 21, 2020

Solarwinds Service Desk Review

JA
Jaymes Alvarez
I.T. Manager
IMT Services, LLC. (Insurance, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you are looking for a system that tracks the entire ticketing process in real-time from start to finish, Solarwinds Service Desk is the tool for you. It has a great embedded chat feature in each ticket that allows for real-time responses between your technicians and the users. The transparency that the tool gives your users is especially helpful so they always know what the status of their ticket is at all times.
March 22, 2020

Solarwinds Service Desk - Tracking made easy

Caleb Johnson | TrustRadius Reviewer
Caleb Johnson
Reporting Analyst
Transparent BPO (Information Technology & Services, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Solarwinds Service Desk is perfect for a tracking and request system. I believe that is where the features available have their strengths and it's done an excellent job. I wouldn't use Solarwinds Service Desk in super small companies as it will not stress nor expand it's features as it performs well with larger companies with greater needs and a large number of technicians and clients.
December 05, 2019

Solarwinds meets our issue tracking needs

GG
Glenn Gordon
Director of Development
Child & Family Services (Individual & Family Services, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Tracking issues has worked very well for us while tracking changes have been a little less successful. We could use more project planning functionality when planning changes. We track commonly found solutions in SolarWinds, but other solutions are not entered because all solutions are available to every user. We would like to have a selection of solutions that only IT can access.
August 02, 2019

Solarwinds Samanage - Efficient and Powerful tool

Cindy Borgman | TrustRadius Reviewer
Cindy Borgman
Chief Delivery Officer (CDO)
apiphani (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
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.
July 20, 2019

Samanage: Great Asset Tracking!

Matt James | TrustRadius Reviewer
Matt James
Junior Systems Administrator | POS Programming Specialist
AIKG LLC (Entertainment, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
January 11, 2019

I do not recommend this application - look for alternatives

Verified User
Manager in Information Technology
Higher Education Company, 1001-5000 employees
Score 2 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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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