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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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- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Details
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- 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
(26-50 of 118)Companies can't remove reviews or game the system. Here's why
July 10, 2020
Solarwinds Service Desk Review
Our IT Department uses it to manage IT assets deployed within our organization, as well as the SaaS applications we use in our daily operations. The network scanning utility saves us a lot of time by automatically pulling in data about the configuration and status of our assets. It's not the most customizable solution I've seen, but the defaults are adequate.
June 03, 2020
Overall Satisfied for Service Desk Use
We are definitely not using SolarWinds to it's fullest capacity, and that is great. It offers the flexibility for us to pick and choose which features we want to implement (even within the Service Desk portion of the product) which has allowed us to scale easily. I have 4/10 departments utilizing the software successfully to act as a help desk for 450 employees.
June 01, 2020
Issue tracking is great from SolarWinds!
Piloted with only a specific department and then rolled out after 2 years to the whole organization. It addresses the problem of site agents and centralized agents who both can resolve issues users experience on technology platforms. It also addresses the need to aggregate solutions.
May 28, 2020
Solarwinds Service Desk Review
We have three departments using Solarwinds Service Desk for Incident Management. Users send emails to the department that they need help from and Solarwinds creates the help desk ticket based on the email address sent to. We are also using Solarwinds to track our assets.
May 21, 2020
Solarwinds Service Desk - ITSM on a Budget
We are using Solarwinds Service Desk across the organization for:
Additionally, the vendor and contract management modules help us track contract expiration on everything from SaaS licensing to hardware and consulting contracts. We also use vendor and contract management to gather and store security-related documentation such as PCI-DSS, SOC 2, and Privacy Policies. We store these with the vendor so that we have a central repository of all security compliance documentation.
- Office experience and building maintenance incidents
- IT incidents
- Forms-based approvals
- Business process improvement
- Vendor and contract management
Additionally, the vendor and contract management modules help us track contract expiration on everything from SaaS licensing to hardware and consulting contracts. We also use vendor and contract management to gather and store security-related documentation such as PCI-DSS, SOC 2, and Privacy Policies. We store these with the vendor so that we have a central repository of all security compliance documentation.
We use it for help desk and inventorying IT assets. The IT department controls all aspects of Solarwinds Service Desk and maintain the inventory. Users input tickets and monitors their progress for help desk related issues, and the IT department uses tickets to track work for documentation and to keep users in the loop on their IT related issues.
May 16, 2020
Highly customizable forms and features. Also, great for companies with compliance/audit requirements
We use Solarwinds Service Desk for two main purposes:
- Access Request Forms: for when a new or existing user is requesting access to our various IT systems.
- Helpdesk Tickets: For when end users are in need of IT support.
May 15, 2020
Works great for our law firm.
We use SolarWinds Service Desk as our incident management tool as well as our asset management tool. We have a small IT team so a cloud solution for service desk tickets fits us perfectly. We purchased it when it was still independent (Samanage). The asset management is great, does not have intrusive aspects on the computers we installed it on, and we have an accurate picture of what we have deployed. The portal view of tickets has also been great at increasing transparency into our activities, plus I am using it for my IT management reporting.
May 15, 2020
Solarwinds Service Desk At A Glance
Currently it is only used by our IT Department as our Help Desk ticketing system and Asset Management solution. We are in the process of working on using custom forms to simplify hardware and new user account requests through the employee self service portal.
We use Solarwinds Service Desk as our main IT Service Management and ticketing system. It is very easy to use and our main tool across the whole organization. With this tool, our users are always getting on-time IT support as there is no chance to miss or forget an IT support request once the ticket is logged in the system.
Solarwinds Service Desk is being used by not only the IT dept but our Accounting and HR departments as well. Mainly we in IT use it to track "incidents" that occur with the technology on the floor or with our remote workers. Over time other departments have been setting up tickets such as investigations which are exactly as they sound. Accounting utilizes our Solarwinds Service Desk to help keep track of all the software contracts that are expiring, and for us to remember to get them the monthly invoices for contracts that are related to the IT Dept. We utilize Solarwinds Service Desk to track company assets so by putting in the make, model, and the serial number of every machine that we set up and assign it to a user so when that user submits a ticket we can attach it to their computer. Some business problems it has helped address is being able to show proof to our auditor of our monthly reminders such as checking the generator, reviewing training policies and see if the trainings that went out were actually completed on time.
We currently use the Solarwinds Service Desk in the capacity of incident management, change management, issue tracking, asset management, and technical information repository. Other departments within our organization use it as well for non-technical issue tracking and workflow/process management. The main business problem it addresses for us is in the efficient tracking and management of trouble tickets within the organization.
May 15, 2020
Solarwinds Service Desk brings people together!
We started off using Solarwinds Service Desk in our IT department as a replacement for TrackIt to keep our knowledge base and track incident response. Soon after implementation, we brought in our Facilities Services, Document Services, and Office Services groups, built out service catalog items for those groups, and opened our self-service portal to the entire firm. Having these different service areas linked in the Solarwinds Service Desk has broken down silos between departments. We look forward to bringing in other departments such as Accounting, HR, and Marketing in the future.
May 15, 2020
Easy to use and budget-friendly help desk tool
We use Solarwinds Service Desk as our Helpdesk support tool to manage and address all IT issues for our entire organization. Additionally, it is utilized by our Facilities department to manage all facilities issues and requests. Solarwinds Service Desk gives us a single platform to understand what issues our end users are having and be able to report on them to our senior management. We also take advantage of the inventory functions of Solarwinds Service Desk to track warranty status as well as being the reporting for budgeting as our laptop and desktops are aging.
May 15, 2020
Solarwinds Service Desk (formerly Samanage)
Solarwinds Service Desk is used within our IT department to catalog and prioritize requests. It allows a standardized process for users to request IT support and allows IT and management to view current and historical requests.
We are using Solarwinds Service Desk across our whole corporation, this includes approximately 750 users. Solarwinds Service Desk is the first stop for any issues or requests our users have. We log every issue or request fr tracking and auditing purposes. It is used to follow an employee and thier equipment from the hiring process through the termination process. We also use it to track all of our software and hardware assets.
May 11, 2020
A Mostly Good Platform
We currently only use Solarwinds Service Desk in the IT department and in collaboration with select IT related vendors. This platform allows us to maintain great records of all incidents, actions, changes, and inventories of our IT-related cases and products in one place. Service Desk helps us maintain great quality of service with our internal customers with alerts and reliable tracking of incidents and inventory.
May 11, 2020
Solarwinds Service Desk Review
We are currently using Solarwinds Service Desk as an inventory, purchasing, license tracking tool, but have also previously used the ticket system portion as well. We started using it as our IT department only and it spread throughout our nursing organization.
May 10, 2020
Solarwinds Service Desk: Good but expensive
Help desk ticket submission company-wide. Inventory tracking. Customer satisfaction feedback.
We use Solarwinds ServiceDesk for our technical support agents, including network operations and developers. We also use it to manage our onboarding and purchasing requests. It is generally used by the IT department and HR staff for new hires, technical support and purchasing. We have implemented the self service portal, which is showing some corporate adoption. This tool has helped to address ticket management and tracking for all types of requests that come to our team.
Our organization has used Samanage since 2015 and have not looked back since. We transitioned from a BMC platform offering. At first, we rolled out the software to support both information technology and administration requests. Over time, we have expanded the offering to Human Resources as well. It allows our employees to have a one-stop-shop for support requests.
May 10, 2020
Great out of the box solution
We implemented SWSD as our IT services ticketing solution to replace our former ticketing software with a more modern solution. Since implementing it 1 year ago, it has taken off and is now starting to be used by other business units outside of IT for managing workflows, intake of new work, and tracking metrics of work.
As a construction company, we have utilized Solarwinds Service Desk in a very unique way. We launched Solarwinds for our homeowners and warranty team. This gives the homeowners the ability to log in/email warranty-related items on their homes so that the warranty team can address them and track the tickets as they come in.
We use Solarwinds Service Desk for inventory and ticketing service.
May 08, 2020
Solarwinds is a great work order system
We use Solarwinds Service Desk for our IT Helpdesk. Our end-users create work orders that are then assigned out through our staff and tracked to completion. We also use it to track problem areas within our company to find where we can improve our technology performance.