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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Community Insights
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- 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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July 09, 2021
A Service that Really Helps Service Your Support!
Our organization is replacing an aging and incorrectly implemented ticketing system with Solarwinds Service Desk in a phased fashion. We currently have the Service Desk, administrators, and Security Team using the product with plans to roll it out for more groups very soon. We have been using the Incident, Problem, Solutions, Assets, Service Catalog, Contracts, Purchase Orders, and Vendors sections. This service has helped roll out service level agreements, Asset Tracking, and much more that we were unable to utilize or provide before implementing this product in our organization.
- Incident Management
- Solution Catalog Offerings
- Vendors
- Contracts
- Asset Management
- Portal Usage
- Email-to-Tickets processing
- Notifications
- Solarwinds Orion Integration
- Dameware Remote Everywhere Integrations
- Microsoft System Center Configuration Manager integration
- Problem Management
- SLA Management/Notifications
- Custom Report Building
- Slack Integration
88.57142857142858%
8.9
83.33333333333334%
8.3
30%
3.0
- SLA Management is working well as built, allowing for follow-ups.
- Notifications are working extremely well for SLA Management and tickets in general.
- Processing e-mail-to-incident is works very well, having no issues.
- Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
- SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
- The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
- Domain mapping, when licensed, helps by granting users an easy to remember link to access.
- Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
As Solarwinds Service desk is completely hosted, it removes the need to commission one or more servers and database(s) which also removes quite a bit of overhead for the IT department to manage and maintain. Also, the operating system, database, and software updates are a thing of the past once the hosted platform is adopted completely. A few detractions of the hosted model are as follows:
- If the Internet or network connectivity is lost, so is the access to the ticketing system.
- There is little control over maintenance windows or problems that may affect the system.
- Customization is not an option beyond the controls provided by the platform.
- Feature additions are somewhat random and not under your company's control.
Yes
SSD Replaced Microsoft System Center Service Manager. We replaced SCSM due to the system being improperly implemented originally, along with the man-hours required to update and maintain the system and its customizations in general. System Center Service Manager required quite a bit of management and configuration upkeep, making its cost too high for an organization of the size of mine. It may have required a part-time dedication, which was too high of a management cost for that system compared to SW Service Desk.
- Price
- Product Features
- Product Usability
The basic feature set was a large part of the factor; one of the biggest pieces was begin hosted. Integrations with existing systems (i.e. Solarwinds Orion, System Center Configuration Manager, SNMP, Slack) was a small piece, but the ability to automate pieces of the ticketing processing and setting up custom forms/requests was huge, as well. As time has gone on, the features being added roughly monthly have been great, as well. Contract, asset, and and purchase orders are also a huge piece of the puzzle for my organization!
Yes
It is a part of the license level we are currently utilizing. The support level we receive only partially factored into the purchase, as the other portions of the licensing level we chose were required for the level of the product we needed as a company. If there were separate support options from the license level, itself, we may have chosen a different level of support.
Yes
It took quite a while to resolve the issue, as it was a problem that required the Engineering staff at the company to investigate. While the Engineering Team was investigating, it felt as though communication dropped off until there were requests for commands or attempts to repair. We were hoping for a bit more communication, to be honest.
We had an issue that ended up being user error. It was resolved rather quickly when we provided the details. It came down to a part of the user interface that was being missed during the setup phase for mapping custom DNS names. Once the information was provided to their support staff, they provided an answer quickly that solved our issue.