Solarwinds Service Desk Review
We currently use Solarwinds Service Desk for helpdesk incident response and user support, including user self-help via an extensive …
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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Popular Features
- Organize and prioritize service tickets (95)9.393%
- Self-service tools (85)8.080%
- Asset management dashboard (80)6.969%
- ITSM reports and dashboards (86)6.464%
Reviewer Pros & Cons
Pricing
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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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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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
SolarWinds Service Desk Video
SolarWinds Service Desk Overview
SolarWinds Service Desk Integrations
- Zendesk Suite
- OneLogin by One Identity
- Zapier
- Google Apps
- Salesforce
SolarWinds Service Desk Competitors
SolarWinds Service Desk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | All |
| Supported Languages | Support 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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(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!
- Business Problems Solved
- Recommendations
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
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March 22, 2022
Good For Ticketing and Changes. Integrates With Others
300
This was our primary ticketing system for many many years. We had all of IT and Security using it and then it was the main internal portal for our employees to submit tickets. We used a different ticketing system for customers to keep things separate.
We also used this as our CMDB and inventory system. With the agent installed on all company-owned devices, we would have both hardware and software information.
We also used this as our CMDB and inventory system. With the agent installed on all company-owned devices, we would have both hardware and software information.
March 16, 2022
Great ITSM and ITAM Tool!
200
Nearly all the users are within our Technology & Innovation group at our company. They utilize it for incident reporting or resolutions. We also use it for IT specific functions such as incident creation, asset management, and employee change management. The core functionality that we use it for is case/incident management.
Score 10 out of 10
Vetted Review
Verified User
94
The main set of users are portal users, mainly developers and people from projects. Then we have people from different support areas, middle managers and upper managers that consume reports, and then we have a small set of IT agents that uses most of its features. We can also mention that we have also users that might not interact with the system directly but through the Samanage agent.
December 08, 2020
Solarwinds Service Desk has been a great solution for my IT team!
3
I have a small IT department of three people including myself. It however is very beneficial and easy to use. I wanted a SAAS application available from anywhere. Having that in place prior to the work from home / Coronavirus change was very beneficial to have in place. I am glad i Shose SSD
December 08, 2020
A Must Get: Solarwinds Service Desk
350
Sales, IT, Production, HR, Maintenance.. Our whole business uses it
September 15, 2020
Great Service Desk option for IT Management
4
The four of us that mainly use the Service desk are Technology Infrastructure, also known as Desktop Support. We provide support for the university library faculty and staff. We have one department lead, a supervisor and two non-exempt staff and all of us use Solarwinds Service Desk (formerly Samanage) equally.
30
HR, Recruitment, Payroll, Safety, Building Maintenance, IT.
May 01, 2020
Solarwinds Service Desk Review
19
We primarily use Solarwinds Service Desk as an incident response system. We have it linked to our IT email so that it automatically creates an incident when IT receives an email. We also use the asset management section of Service Desk to keep track of our assets and assign them to users or locations.
May 01, 2020
Best Ticketing Tool on Market!
1
Right now I am the only one who utilizes this in our IT Department for ticketing purposes and documenting.
5
Internal IT support