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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

(1-8 of 8)
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March 22, 2022

Good For Ticketing and Changes. Integrates With Others

Verified User
Engineer in Information Technology
Information Technology and Services Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
6
It's good. It was a separate product before Solarwinds purchased it so it still felt like a separate project. For API access and things like that we still had the previous name of the product used for that, but only developers on the IT team and admins would notice that.
March 16, 2022

Great ITSM and ITAM Tool!

Verified User
Team Lead in Information Technology
Construction Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
7
Over the years SWSD has improved dramatically. I remember when it was Samanage and they had a very basic functionality where as other ITSM applications has tons of features and integrations. But SWSD has been keeping up in terms of integrations and functions so they are improving every year. It still has issues but it's a solid platform for the cost.
December 08, 2020

Solarwinds Service Desk has been a great solution for my IT team!

Chris Peters Sr. | TrustRadius Reviewer
Chris Peters Sr.
Director Of Information Technology
Mercy Flight Inc. (Health, Wellness and Fitness, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
7
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
September 15, 2020

Great Service Desk option for IT Management

CI
Connie Inman
Sr. IT Technologist
University of Tennessee Libraries (Higher Education, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
Solarwinds Service Desk, formerly Samanage has changed my quality of work. Prior to having this product I was managing all of our inventory with an Excel spreadsheet that I had to manually update. The Service Desk and Inventory Management aspect has made my job easier and also allowed our Business office to do the annual inventory much easier as well. I appreciate that there is an agent that works on both Mac & PC and it is so much easier to use now than when we first subscribed to this product. I compared several similar products when initially looking for a solution for what we needed and this was by far the easiest to deploy and at the time even had a Linux agent. Thankfully, we only have a handful of Linux machines so I can manually enter those into the service desk and Inventory to keep track of them as well.
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 Renew
8
We strongly wish to renew and continue to use Solarwinds Service Desk. We've spent almost a year learning the ins and outs of the system and have gotten used to it. The only thing that may keep us from renewing would be executives. If they decide they want a new system (for whatever reason), we will likely explore other options.
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