SolarWinds Service Desk Reviews

43 Ratings
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Score 7.3 out of 100

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Reviews (1-25 of 30)

Cindy Borgman profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We are a technology-enabled managed services provider. We use Samanage as our ITSM system, and we use it for our CMDB. Our clients interact with us using Samanage. The can open service requests, report incidents, and problems, and approve/track changes. We expose Samanage to our clients via our Apiphani ports, so we are heavy users of the Samanage API.
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Matt James profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

We were using Samanage for only asset management only to keep track of all of our desktops, laptops, switches, servers, and point of sale stations. It was great to be able to look at an asset and get all the information we needed if a replacement, repair or troubleshooting was needed. There were a bunch of other features within Samanage that we did not use as they were not the right fit for our business model which ultimately led to us moving on to something that only kept track of our assets. So I can only speak to the asset management portion of Samanage.
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November 04, 2019

Great ITSM and ITAM Tool!

Score 6 out of 10
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Use Cases and Deployment Scope

We currently use Solarwinds Service Desk as our main ITSM and ITAM tool. Its used throughout the company and specific groups have more accessibility for views on specific incidents or trends for better visibility. It allows us to manage tickets for incidents and also service requests. We can also manage our assets as well.
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Christopher Fritz profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

We use it as an IT Ticket system across all departments, where the IT department is the administrator and facilitator. We have managed to get an overview of IT Issues with more, as we also have integrated the self-service system very well and actively will be working on our knowledge database. It gives our upper management an overview of what we're doing in IT and what kind of workload we have. The creation of self-service forms gives an option to streamline processes and make onboardings easier with a checklist.
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Colin Jackson, CISSP, MMIS, GMON profile photo
Score 5 out of 10
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Use Cases and Deployment Scope

Good entry-level ticketing system. SaaS-based. Good for basic stuff like ticket creation, tracking, etc. Some 3rd-party integrations. Currently, we use it for several different teams and locations.
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No photo available
Score 8 out of 10
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Use Cases and Deployment Scope

Samanage is being used across the organization as a ticketing and tracking system to communicate with IT. The business problems it solves are its ability to centralize team issues by creating an easily accessible and accountable repository. It allows managers to oversee SLAs, and it functions as a delegation service so if an individual user doesn't know who to turn to, Samanage directs them to an appropriate team and makes sure it is within "arm's length" of the nearest helpful resource (even when that resource may be 3000 miles away).
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No photo available
Score 2 out of 10
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Use Cases and Deployment Scope

Samanage was relatively simple to implement and rollout to our IT Device Solutions unit. It's fast and has a nice, clean UI. We mainly use it for device/inventory management and incident management but eventually starting to use it for change management. We are able to track and manage devices based on a unique asset tag and match that to a staff or faculty member that owns that device. Help desk agents are able to efficiently resolve incidents due to our integration with Zendesk. The service catalog feature is nice. It ensures that the user submits required (and structured) details, and the help desk team can see pre-defined steps for resolution.
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No photo available
Score 7 out of 10
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Use Cases and Deployment Scope

Samanage is the ticketing system of our IT dept.
Employees are submitting tickets via Samanage to report issues with their hardware and software, to request IT services, equipment loans, etc.
The IT support team members, in turn, communicate with the employee to get more info, and to report about the resolution, etc.
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Jon Gabriel Bolland II profile photo
January 29, 2018

Manageable Management

Score 7 out of 10
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Use Cases and Deployment Scope

Samanage is an ITIL based SaaS for help desk ticketing, change management, and asset management. It helps us create SLA according to whatever criteria we choose. It also allows us to create a workflow for onboarding and offboarding. Each step of the onboarding goes to the appropriate person or department so a new hire is sure to have the right accounts, equipment and licenses assigned. It also creates a workflow to deactivate and reclaim licenses when a person leaves the company.
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No photo available
Score 10 out of 10
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Use Cases and Deployment Scope

Samanage is the organization's main IT helpdesk and service catalog. It was adopted to improve the service for the organization's users, to automate workflows and to provide better metrics for IT. Furthermore, Samanage being cloud-based means no on-premise maintenance or investment required. We required a helpdesk software that did not require an upfront capital investment, was fast to learn and implement.
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Ryan Lemaster profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

Samanage is being used across the entire organization for user ticket submission. It addresses the need to centrally document tasks, tickets, inventory, and contracts for the IT department. Our IT team works incidents, tracks inventory, lease expirations, solutions, and problems in the system.
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Sam Bryant profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

Our department is using Samanage to manage our everyday help desk operations along with tracking larger issues and project solutions. It is currently only being used by the information technology department to serve the technical side of the business. It helps us keep track of all requests and stay on top of them until the issue is solved.
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Eric Broz profile photo
Score 7 out of 10
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Use Cases and Deployment Scope

We use Samanage as our company-wide help desk portal and for IT inventory of desktops, laptops, tablets, and iPads. It allows us to track issues, sense patterns, and trends and keep track of our assets.We use the portal to share both important outage information as well as self-help tips. The workflow built into Samanage allows us to create a workflow with tasks and tracking for onboarding, offboarding and other HR functions.
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Scott Sokol profile photo
Score 8 out of 10
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Use Cases and Deployment Scope

At MLB Network, Samanage is used essentially as a job ticketing tool for our media management team, which handles media organization, archive, retrieval requests in addition to multimedia preparation, delivery, and acquisition of content. It has addressed our need to reduce email congestion, increase department organization and efficiency, and gain greater visibility into the work being requested, and eventually completed by our team members.
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Renee Watts profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

Samanage is currently being used as our asset management platform and as our help desk. We have a very small amount of techs and a medium size company with over 1000 employees, 250 windows machines, 30 stereo systems, and a large number of peripherals. Samanage allow us to know what items are in need of repair or upgrade and allow the employees to know the status of their request.
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Justin Wall profile photo
November 03, 2017

Love it!

Score 10 out of 10
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Use Cases and Deployment Scope

We use Samanage at Mountain Communication Systems to manage a multitude of clients to stay organized in our ticket system.
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Mark Murray profile photo
June 08, 2016

Awesome Product!

Score 10 out of 10
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Use Cases and Deployment Scope

We use Samanage to run our IT Support in all locations in the world. It also has our asset management for PCs, laptops, Macs, Servers and mobiles. We extensively use the solutions function and write a [knowledge base] for self help. It's a great product that is infinitely customisable. Within the asset management, we use the warranty function, and analyse the hardware components listed with each asset.
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Sebastian Pereira profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

Samanage is used for IT mainly, and we are studying using it for other areas too, since it has built-in workflow features. We provide the organization with SLAs for incident management; it helps us measure the satisfaction our internal customers have and we also use it to manage all assets across the organization.

Some of the problems Samanage is helping with are: provide a service level to the internal clients, manage the computer inventory and the assignment of such devices, measure the satisfaction the people have about the IT area. We are also implementing a service catalog to map different process within the IT area.
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Craig Stockman profile photo
Score 10 out of 10
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Use Cases and Deployment Scope

We are currently using Samanage as our ITSM suite including the following IT functions:

  • Incident tracking and management
  • IT Change tracking and management
  • Problem tracking and management
  • IT Knowledge base (solutions)
  • IT Services publish through the end user portal (IT Service Catalog)
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Jason Yeary profile photo
November 11, 2015

Simple-Fast-Easy

Score 9 out of 10
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Use Cases and Deployment Scope

We are using Samanage across the organization to log and work IT Requests. All of our users are encouraged to log requests for assistance within the system and we (IT) will work through these requests.
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Feature Scorecard Summary

Organize and prioritize service tickets (18)
7.6
Expert directory (10)
4.7
Service restoration (12)
5.6
Self-service tools (18)
6.3
Subscription-based notifications (16)
6.6
ITSM collaboration and documentation (14)
7.6
ITSM reports and dashboards (17)
6.7
Configuration mangement (16)
7.6
Asset management dashboard (17)
7.7
Policy and contract enforcement (13)
7.2
Change requests repository (11)
7.4
Change calendar (9)
6.4
Service-level management (14)
7.3

About 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
Has featureOrganize and prioritize service tickets
Has featureExpert directory
Has featureService restoration
Has featureSelf-service tools
Has featureSubscription-based notifications
Has featureITSM collaboration and documentation
Has featureITSM reports and dashboards
ITSM asset management Features
Has featureConfiguration mangement
Has featureAsset management dashboard
Has featurePolicy and contract enforcement
Change management Features
Has featureChange requests repository
Has featureChange calendar
Has featureService-level management
Additional Features
Has featureSelf-Service Portal
Has featureSoftware and Hardware Inventory Tracking
Has featureRobust and Flexible Reporting
Has featureKnowledge Base
Has featureContract and License Tracking
Has featureIntegration with Over 200 Applications
Has featureCode-Free Customization
Has featureSLA Management

SolarWinds Service Desk Screenshots

SolarWinds Service Desk Video

SolarWinds Service Desk Integrations

Zendesk, OneLogin, Zapier, Google Apps, Salesforce

SolarWinds Service Desk Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

SolarWinds Service Desk Support Options

 Free VersionPaid Version
Phone
Email
Live Chat
Forum/Community

SolarWinds Service Desk Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:All
Supported Languages: Support for 40+ Languages