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SolarWinds Service Desk (formerly known as Samanage) is a versatile software solution that caters to a wide range of use cases across …
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%
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…
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- No setup fee
For the latest information on pricing, visithttps://www.solarwinds.com/products/pri…
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- 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
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
(1-16 of 16)Companies can't remove reviews or game the system. Here's why
March 22, 2022
Good For Ticketing and Changes. Integrates With Others
Not Sure
March 16, 2022
Great ITSM and ITAM Tool!
Yes
Previously, we were using HelpStar as an ITSM application. The usability of HelpStar was fine but was extremely slow and cumbersome. It also didn't have much integrations with assets or applications. So SWSD was able to integrate a good amount of things we needed for ease of access and use.
September 09, 2021
Solarwinds Service Desk Review
Yes
Prior to procuring Samanage/Solar Winds we were using SpiceWorks as it was totally free. Since the product was no cost there was no real support except for asking in their community and hoping other members would respond. The reason that we decided to replace it was because of a recent server updates there were some issues that we were having and loss of access to it seemed to be happening a couple times a week and would result in us having to reboot the server that it was installed on to get it running again. While the package was free it was costing us more in time of my techs and myself to troubleshoot the program that is being used to track issues for staff resulting in staff not being able to put in a ticket and when they didn’t have access we would have to revert to the old way of just email me directly with their issues. The old way wasn’t working as staff would not provide all of the required information that we require for support requests.
July 09, 2021
A Service that Really Helps Service Your Support!
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.
December 15, 2020
Solarwinds works for us!
December 15, 2020
Solarwinds Service Desk--a game changer for our University!
Yes
We replaced BMC Footprints and LanDesk Service Desk with SolarWinds Service Desk. SolarWinds Service Desk beat both of these products in terms of features, usefulness, and user interface. We were ultimately looking for something that was agent/customer-friendly, cloud-based, and modern. SolarWinds Service Desk fits this bill and provided much more as well!
December 11, 2020
Samanage -- A semi flexible easy to learn service desk tool.
Yes
This was the first system implemented in the organization where I worked with Solarwinds Service Desk so it didn't replace a product as such but Outlook and Excel to keep track. As there was no ITSM tool in place we made a decision to get a product that offers the features of a regular ITSM tool like a service catalog, knowledgebase, and a good option to search after old Service Desk tickets.
December 11, 2020
Solarwinds Service Desk Review
Yes
SolarWinds Service Desk replaced FreshDesk
Score 10 out of 10
Vetted Review
Verified User
December 08, 2020
Using an IT Service Desk solution for a Video Services Team
December 08, 2020
Samanage is one of the best HelpDesk Tools I've ever used!
Score 10 out of 10
Vetted Review
Verified User
December 08, 2020
A Must Get: Solarwinds Service Desk
Yes
Spiceworks was our previous program. We switched because SSD is a all in one help desk management solution. Inventory, Help desk tickets, users, software and change control just to name a few.
September 15, 2020
Great Service Desk option for IT Management
Yes
When I first started all of the computers were tracked in IRIS (SAP) as inventory assets, but changes were made so that any item under $1500 no longer counted as an asset and was dropped off the official campus inventory which left me to track all of the hundreds of computers, tablets and devices manually using Excel. This was cumbersome and had problems if users moved computers without notifying us. Even before when all of the computers were official assets that had to be manually changed as well if an item got moved. It made doing inventory a nightmare every year and I never want to go back to that!
Yes
Kayako. Replaced because the on-premise solution was EOL. Looking for a solution with asset management.
May 01, 2020
Solarwinds Service Desk Review
May 01, 2020