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Using an IT Service Desk solution for a Video Services Team
Updated December 08, 2020

Using an IT Service Desk solution for a Video Services Team

Scott Sokol | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

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.
  • Easily assign jobs
  • Track work requested by employee/department
  • Track work completed by our team members
  • Needs better integration with email tools like Microsoft Outlook for requesters who still use as a means for creating a ticket
  • Needs better notification preferences
  • Needs a dynamic refresh of tickets page
  • More effective allocation of department work from internal stakeholders
  • Better understanding of workload spread between team members
  • Greater efficiency overall has presented opportunities to address other outstanding projects
While designed for IT service desk teams, we have found that our media services team has been successful implementing Samanage tools.

I think it's best suited for organizing and tracking a high volume of requests, and may not work quite as well for those looking to track projects over a longer period of time.

SolarWinds Service Desk Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
Not Rated
Configuration mangement
Not Rated
Asset management dashboard
Not Rated
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

ROI

  • Product Features
  • Product Usability
We compared a number of similar products in this space, all with similar features and similar price points. Ultimately it was the incident queue that drove us to make our final decision. We found it to be the most straightforward and streamlined of all that we evaluated. It is very easy to use for our users who do not have much experience with service desk systems.