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Samanage -- A semi flexible easy to learn service desk tool.
Updated December 11, 2020

Samanage -- A semi flexible easy to learn service desk tool.

Christopher Fritz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

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.
  • Flexible creation of self-service forms.
  • Simple user management.
  • Nice user community.
  • The dependent drop down in the self-service forms could be made more flexible. It's only possible to do one dependent drop down.
  • The multi-department choice isn't available when creating self-service forms. That would be a nice addition.
  • No proper inventory list on user basis functionality.
  • The overall IT end-user experience has improved.
  • The IT Department has gotten the option to gather more funds as we can document our workload.
  • The time it takes to resolve a computer issue or request has decreased.
Samanage is much simpler to implement in a medium-sized organization of around 100 employees. Other software easily gets more complex, and would have taken too much time for an end user to learn as well as inexperienced IT gurus. Price etc also has a say, and with Samanage you will find the biggest expense when you look at the admin users, and not the end user license.
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Samanage is functioning well in a smaller IT Department where there is no time to do too much customization. It is pretty much a ready to use software to which you can keep on adding on functions you need etc. The reason why I write that it semi-flexible is that you have the option to customize a lot of things, but if you want to make very detailed updates then this won't be the software for you. We are very happy with the software and find that they are listening to the user community, so that you are heard and actually can follow the progress of suggestions that you make.

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
9
Expert directory
Not Rated
Service restoration
7
Self-service tools
7
Subscription-based notifications
10
ITSM collaboration and documentation
8
ITSM reports and dashboards
8
ITSM asset management
9.0
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
9
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

ROI

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.
  • Price
  • Product Usability
The product was implemented in an organization that had a lot of attention to the cost which means the price was the most important factor. I think SolarWinds Service Desk gives a lot of value for the buck and offers great usability for the price. I would sometimes have appreciated the possibility of greater and more in depth workflows.