ITSM Innovation - Solarwinds Samanage
August 02, 2019

ITSM Innovation - Solarwinds Samanage

Tyler Thibeault | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with SolarWinds Service Desk (SSD)

1. Used for IT, Education, HR, EMR, and Payroll departments.

2. Users now have a one-stop-shop to get help.

Pros

  • Automating workflows.
  • Self service portal.
  • Awesome ticketing system.

Cons

  • Poor mobile app.
  • Customization is limited.
  • Saving thousands on having the ability to track our inventory.
  • BMC Track-It!
Not even comparable. Blows BMC out of the water.
I would give it a 10 but can’t until we’re given more customization options and a mobile app. Everything else works extremely well. Their staff is the best!!!

SolarWinds Service Desk Feature Ratings

Incident and problem management
8.6
Organize and prioritize service tickets
9
Expert directory
8
Service restoration
6
Self-service tools
8
Subscription-based notifications
10
ITSM collaboration and documentation
10
ITSM reports and dashboards
9
ITSM asset management
9.3
Configuration mangement
9
Asset management dashboard
9
Policy and contract enforcement
10
Change management
9.5
Change requests repository
9
Change calendar
Not Rated
Service-level management
10

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